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Experience Insights Manager

United States - Washington - Seattle

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EXPERIENCE INSIGHTS MANAGER

Who are we?

At Expedia, we are passionate about using traveler data, analysis, and interpretation to create amazing traveler experiences and eliminate preventable bad experiences. We keep traveler needs at the center of our work and help build a traveler-centric environment through understanding and addressing their greatest problems. This is an opportunity to be a part of a fun, enthusiastic team, informed by traveler data and powered by compelling insights.

We are looking for an outstanding Experience Insights Manager to join Expedia Group working in the Customer Advocacy group and reporting to the Experience Insights Director. This is an opportunity to be a part of a fun, exciting and data-driven company, powered by insight. If you’re passionate about travelers and want to drive positive change as part of an all-star Experience Insights team, this may be the role for you! Are you ready to embark on your next journey?

What will you do?

  • Understand how Customer Advocacy and Experience Insights do business (i.e., business model, operations, key success factors, metrics, etc.)
  • Learn from internal (within Experience Insights and across Customer Advocacy) and external teams (e.g., Competitive Intelligence, Experience Design, Contact Center, etc.) to see if they might offer perspectives that impact the current or adjacent business challenge(s)
  • Explore existing insights and research to understand if others have prior learnings that build on the approach to existing business needs
  • Apply understanding of the policies, practices, trends, and information that impact the organization and its travelers to anticipate and plan for each step of a project
  • Translate those complex business issues and requests into simplified problem statements that guide the insights approach to address those challenges
  • Articulate clear requirements that are used by analysts to identify, collect, and share data that informs the story of traveler experiences
  • Iterate with analysts to ensure data sources and key metrics internally and cross-functionally to address the business issues until confident that data outcomes address impacts to the traveler journey
  • Use those data outcomes strategically to reveal intended traveler experiences as compared to the actual ones in support of eliminating preventable bad traveler experiences. These gaps are often expressed as experience maps and journey maps that illustrate opportunities to improve the quality of experience along the traveler’s path
  • Dive deep into points of friction and pain to understand why Expedia is delivering experiences that do not meet traveler expectations
  • Translate traveler data, feedback, findings, and other inputs into actionable insights that ladder up to expand knowledge and offer wisdom
  • Break down insights into understandable messages and actionable steps that fit into the business plan and strategy
  • Understand current business processes, objectives and challenges to offer solutions and possible recommends or improvements
  • Develop compelling stories that bring the traveler experience to life and motivate actions that drive business growth
  • Deliver a cohesive narrative that motivates actionability
  • Create and communicate clear and concise insights and actions to partners and stakeholders in a meaningful way
  • Customize communications to tailor relevant messages to different audiences

What do you bring to the party?

  • Bachelor's Degree in marketing, other business disciplines, or liberal arts degrees required. Master’s Degree preferred
  • 5+ years of professional experience in Customer Experience (CX), insights, market research, or other equivalent experience
  • Ability to be flexible and work in a fast-paced and dynamic organization
  • Clear and effective written and verbal communication and strong interpersonal skills
  • Experience in the travel or related industry is a bonus

Why join us?

Expedia Group recognizes that our success depends on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so. Regardless of which department you work in at Expedia, we act as one team, working towards a common goal, to bring the world within reach. We relentlessly strive for better experiences, but not at the cost of the traveler.

Expedia is committed to creating an inclusive work environment with a diverse workforce. Expedia Group recognizes that our success depends on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business.

We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground, so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

If you have a desire to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you!

At Expedia Group, we believe in bringing people together and creating an inclusive workplace where everyone belongs and can do their best work. We care about our employees’ safety and well-being, so we’re requiring new hires in the U.S. to be fully vaccinated against COVID-19 and attest to their vaccination status before their start date as a condition of employment. Expedia Group will consider requests for a reasonable accommodation as required under applicable law.

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®, 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

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is lifeatexpediagroup.com/jobs.

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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

R-72911

Job Category
Marketing Group

Job Function
Marketing Intelligence

Location
United States - Washington - Seattle

Job Type
Full-Time Regular

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If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.

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