Senior Manager, Experience & Insights Are you a strategic customer experience leader who is passionate about delivering comprehensive CX initiatives that deliver actionable insights & recommendations to drive change that positively impacts the customer journey?
Have you a strong, demonstrable record of delivering major customer experience frameworks that enable data-driven decisions?
Can you influence multiple stakeholders and different lines of business on opportunities to enhance the Customer Experience using insights and analytics?
If so, this position within our Expedia For Business (E4B) Experience Management Team (EMT) may be for you.
Expedia For Business is seeking a strategic CX professional to bring to life and tell the story of our Partner's experience through their lifecycle with Expedia using complex operational, financial and Voice of the Partner data to help identify opportunities for improvement, either as a part of a larger program or initiative or by proactively utilizing your skills and experience to influence meaningful change to the Partner experience.
What You'll DoDevelop and implement strategic partner experience programs that provide actionable insights supporting E4B goals.Create measurement and listening frameworks to understand the end-to-end partner experience, connecting data sources to business outcomes and objectives.Translate complex data and partner insights into business recommendations and opportunities validation.Surface actionable insights to remove friction points, increase revenue, reduce costs, strengthen relationships, and enhance satisfaction with the Expedia brand.Establish an insight production and stakeholder engagement model to share insights with appropriate forums and groups.Drive accountability with leaders and change teams for implementing recommendations.Partner with stakeholders to develop and lead qualitative partner research programs.Manage partner journey measurement and listening landscape by bringing together relevant data sources and leveraging customer experience platforms.Utilize expertise in customer experience platforms (e.g., Qualtrics XM, Qualtrics XMDiscover, Medallia) to improve measurement, listening frameworks, dashboards, reporting, survey governance, architecture, tool features, and EMT operational processes.Manage complex programs from conception to delivery, identifying potential risks, and communicating with stakeholders.Work cross-functionally with other teams to support the delivery of partner experience improvement programs.Lead a team of partner experience specialists.Partner with other functions to continuously improve EMT's services and offerings to the business.Provide post-launch consulting and advisory support to stakeholders to sustain partner experience programs.Develop standardized content and templates to implement partner experience best practices.Understand E4B partner ecosystem and identify gaps in partner experience measurement across lines of business.Who You AreBachelor's degree (BA/BSc) or higher with 7-10 years of experience in a CX-related field or discipline.5+ years of experience in CX Management tools and systems (e.g.
Qualtrics, Clarabridge, Medallia, Google Analytics).Expertise in CX Program Design, Project Management, Customer Journey Mapping, Action Planning, and Insights Analysis.Strong understanding of research methodology, survey design, and data collection.Strong analytical skills (qualitative and quantitative) to analyze and interpret data and report insights through formal presentations.In-depth knowledge and experience with statistical analysis and modeling techniques (e.g.
regression, cluster & factor analysis) to produce actionable insights.Familiarity with programming languages (e.g.
Python & R), SQL, and other data manipulation techniques.Experience in using machine learning techniques to build predictive models that drive CX improvements.Proficiency in data visualization tools (e.g.
Tableau, Power BI, Google Data Studio).Deep knowledge of text analysis techniques and tools, comfortable working with large volumes of unstructured data, and able to perform meaningful sentiment analysis.Effective communication of insights through data storytelling to executives, mid-level management, and front-line teams to enable data-led decision making.Confident communicator with strong decision-making, problem-solving, writing, and presentation skills.Ability to work independently and with a team consisting of executives, project stakeholders, and project team members.Consultative and relationship builder who can quickly understand stakeholder needs and requirements.Ability to translate customer insights into business recommendations, collaborative relationships with key business stakeholders to develop business cases, operational plans, enable successful deployment and ongoing success of the program.Drive strategy.
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