Senior Insights Manager, Expedia Group
Voice of the Customer
Online travel shopping company
Posted today
Online travel shopping company
1001+ employees
Posted today
1001+ employees
Company mission
Expedia's mission is to power global travel for everyone, everywhere.
Role
Who you are
- We are seeking a high performing and influential individual contributor who consistently applies -and regularly enhances - voice of customer capabilities, principles and playbooks to tackle the most complex business challenges and opportunities
- If you’re driven by uncovering deep insights and are an expert at connecting the dots across customer journeys, we’d love to hear from you
- Experience: Minimum 7+ years in customer insights, VoC programs, market research, or a related field
- Technical Skills: Experience with text analytics tools (e.g., Medallia, Qualtrics XM Discover, or others). Skilled at synthesizing customer data to create insights and recommendations that align with business goals
- Journey Mapping Expertise: Demonstrated experience conducting and analyzing customer journey maps
- Communication: Exceptional written and verbal communication skills, with a strong ability to craft insights into engaging stories for diverse audiences
- Problem-Solving: Analytical mindset with the ability to identify patterns, trends, and root causes
- Stakeholder Management: Proven ability to manage multiple stakeholders and balance priorities in a fast-paced environment
- Project Management: Ability to manage complex projects from design through execution, ensuring that VoT initiatives are delivered on time and meet strategic goals
- Thought leadership: recognized as a credible expert and can influence and inspire others to take action
- Inquisitive Nature: Continuously questions the status quo by asking "why" and exploring ways to improve
- Comfortable dealing with ambiguity: Adept at navigating ambiguity and reconciling conflicting data points
- Pursues Continuous Learning: Keeps up-to-date on emerging trends within the insights space
What the job involves
- We’re looking for a talented Senior Insights Manager to join our Voice of the Traveler team and elevate our understanding of the traveler journey, helping to shape strategic decisions and drive continuous improvement
- Provides support and deep expertise to a number of areas and mentors more junior colleagues. Interfaces regularly with executive (VP+) leadership
- The Senior Insights Manager will be instrumental in transforming traveler feedback into actionable insights
- This individual will combine technical skills, customer journey expertise, and a flair for storytelling to ensure our Voice of the Traveler (VoT) program directly impacts business outcomes
- Lead Insights Generation: Develop and deliver actionable insights from customer feedback data to support business strategies and improve the traveler experience
- Journey Mapping: Conduct comprehensive journey mapping exercises to identify customer pain points, moments of delight, and opportunities for improvement
- Data Analysis: Proficient in analyzing data from multiple sources, synthesizing key insights, and translating complex issues into clear, actionable steps while preserving data integrity
- Text Analytics: Utilize text analytics tools (e.g., Medallia Text Analytics, Qualtrics XM Discover, or equivalent) to uncover themes and sentiment within unstructured customer feedback
- Storytelling: Create compelling narratives that communicate complex data insights clearly and effectively to stakeholders at all levels
- Collaboration: Partner with cross-functional teams, including product, design, and analytics, to align insights with business priorities
- Strategic Leadership: Mentor junior team members and contribute to the evolution of the VoT program, ensuring it remains cutting-edge and impactful
- Reporting: Design and deliver regular insights dashboards and ad-hoc presentations tailored to diverse stakeholder needs
- Influencing: Ability to influence and inspire others to take action to resolve traveler pain points
Application process
- End Date: February 28, 2025 (28 days left to apply)
Salary benchmarks
Our take
Expedia is an online travel agency. They enable users to access a wide range of services including airline tickets, hotel reservations, car rentals, cruises, vacation packages, and various attractions and services via the world wide web and telephone travel agents. Its primary web businesses include Expedia.com, Hotels.com, Hotwire.com, and Egencia.com.
Between 2021 and 2022, Expedia has been selling and merging a list of its sub-brands in a bid to simplify its operations, including Egencia and Classic Vacations. Due to plummeting share prices, mostly in the case of its sub-brands, Expedia has been leveraging its subsidiaries' customer base and merging them into the company’s core brand. Contrasting this move, Expedia has also been partnering with tech start-ups in a bid to make travel more accessible to underserved groups. Becoming Rentable, a travel company for the disabled is one of 12 startups that are part of Expedia Group’s new Open World Accelerator Programme.
What this indicates is Expedia’s shift from buying other travel companies and a move towards enhancing the experience of its preexisting customer base. This move is aiding in a long-term plan for greater long-term traveler loyalty, utilizing Expedia’s vast amounts of data, not just from reviews, but from check-in, cleanliness, communication, cancelations, etc to inform how guests experience a property.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Leisure Travel Reimbursement
- Travel Discounts
- Family & Friends Discount
- Employee Assistance Program
- Wellness Reimbursement
- Global Service Awards
- Business Travel Medical Insurance
- Matching Gifts
- Expert Medical Opinion
- New Parent Benefit
- Employee Stock Purchase Plan
- Private Health Insurance
Company values
- Force Simplicity
- Include Consciously
- Trust Each Other
- Go Get What's Next
- Choose Fearlessly
Company HQ
Interbay, Seattle, WA
Articles
Leadership
Peter M. Kern
(CEO, not founder)Has been a director of Expedia Group since completion of the IAC/Expedia Group Spin-Off and has served as Vice Chairman of Expedia Group since June 2018. Previously CEO of Tribune Media and Managing Partner of InterMedia Partners VII, LP, a private equity firm.
People progressing
Joined as Manager - Strategic Initiatives and has been promoted multiple times to Senior Manager - Strategic Initiatives after 1 year, to Director - Strategic Initiatives also after 1 year, and again to Senior Director - Strategy & Supply after 2 years. Now works as the Vice President of the Travel Agent Affiliate Program.
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