Senior Manager, Global Customer Insight & Research
Egencia LLC
London, UK
4d ago

Expedia

Why would you want to be at the sharp end of a truly customer focused organisation?

Hotels.com, an Expedia Group company, is looking for extraordinary talent to join its Customer Team and support the Business in truly understanding the needs and behaviours of our customers.

You will champion and lead the embedding of Customer Insight’ across the business, educating the business on deep understanding of the customer and helping to craft a strategy that will improve the long-

term health of our customer base.

You will use your extensive knowledge of customer insight and research techniques (both qualitative and quantitative) to actively explore, assemble and analyse data sets from across the business, drawing insightful conclusions and making actionable recommendations which keep the customer at the heart of everything we do.

You have excellent hands-on qualitative research experience in a number of research methodologies. Experience running surveys or leading research vendors to run quantitative research projects is also essential.

You should also possess customer obsession and a desire to affect change on behalf of the customer, experience managing and influencing senior partners, strong project management and analytical skills, as well as experience of delivering projects in complex and ambiguous environments.

To be successful in this role, you will need :

  • Plan, scope and prioritise customer research studies, working backwards from customer needs to identify areas that can drive impactful customer experience enhancements, across all of Hotels.com
  • Own and drive end-to-end customer research studies that have been prioritized across multiple business areas (e.g. Product, Proposition, Brand, Marketing, etc.
  • including study design, fieldwork (qualitative research moderation and survey execution), analysis, recommendations, reporting and presentation of results to senior management.

  • Build and continuously improve processes to gather customer insights and optimise efficiencies.
  • Work with peers / colleagues, and other research teams in Hotels.com, to align on methodologies, insights, and prioritize change needed to our customer experience.
  • Build and lead vendor relationships with research agencies.
  • Ability to perform in a high-pressure, dynamic environment
  • High energy and can-do attitude
  • Curiosity and passion for making an impact
  • Understanding of digital marketing strategy and platforms
  • Ability to drive tangible actions and drive delivery through a cross functional team
  • Experience

  • Minimum 8+ years professional experience in areas such as internet, retail, consumer goods or research firms, with extensive (5+ years) experience leading customer research projects.
  • A Graduate or equivalent degree in psychology, cognitive science, Human Factors, etc. or related field.
  • Hands-on qualitative research experience of study design, using a range of techniques (e.g. depth interviews, focus groups, online communities, diary studies and user research)
  • Quantitative research experience, particularly with survey design.
  • 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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