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TPG Customer Insights, Manager

Czechia - Prague

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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: 2029030-50

Expedia 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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R-63487

Job Category
Marketing Group

Job Function
Marketing

Locations
Czechia - Prague
United States - Texas - Austin
United States - Washington - Seattle

Job Type
Full-Time Regular

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