TPG Customer Insights, Manager
Are you passionate about Customer Experience and have a background in providing customer insights and identifying key ‘Moments of Truth’ on the customer’s journey? Are you passionate about influencing teams, workgroups and lines of business on opportunities to enhance the Customer Experience with insights and analytics? Do you love acquiring something new every day? Then this position within our Travel Partners Group’s Operational Excellence team may be for you.
We are looking for somebody to tell the story of Partner Experience through data and visual representations, either as a part of a larger program or initiative or by proactively utilizing data and experience insights to identify key opportunities.
You will use your experience in building Customer Insights to influence our process, product, and operational teams on opportunities reduce partner effort, increase satisfaction, and simplify our business. You will be responsible for collaborating with various teams in our Travel Partner Group supporting all our Supply partners.
What you’ll do:
Conduct research within internal teams or with external partners to understand the customer and partner journeys
Obtain insights and analyze data utilizing experience management and insights tools such as Qualtrics and Clarabridge
Proactively find opportunities to reduce effort and increase satisfaction
Own or be a member of initiatives delivering the voice of the customer that span across our processes and products
Collaborate across multiple teams on root cause analysis and delivering VoC insights
Provide and present timely insights to support decision making for our leadership team
Stay on top of customer and partner preferences, technology trends, and market demands
Make recommendations for operational improvements by analyzing quality performance
Collaborate across TPG business units to develop the ‘What good looks like’ models
Build and present journey maps on broad or specific partner and traveler journeys and personas
Surface partner/customer challenges within the journey management process, in order to identify improvement opportunities and their holistic impact
Who you are:
5+ years of experience specifically on Insight or Customer Experience teams, building customer journey maps and delivering insights and analytics to various teams, as well as senior partners
Confirmed self-starter with ambitious skills to uncover and define meaningful opportunities to better serve our customers
Shown experience delivering customer insights that drive key performance metrics
Experience with both qualitative and quantitative research
Strong analytical abilities and storytelling with data
Experience in impact modelling, regression analysis, cluster/factor analysis
Working technical knowledge of Qualtrics, Clarabridge, and Salesforce
Understanding of account management and/or service operations, as well as relevant objectives metrics
Comfortable working through large data sets of information and aligning data across systems and sources
Strong project management and change management skills
Able to prioritize and lead multiple initiatives simultaneously
Ability to work in partnership with senior partners
Understanding of how Insight and CX play a part in continuous improvement
Excellent written and verbal communication skills; advanced MS Excel / PowerPoint experience
High competency in surveying principals and methodologies
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.
© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
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