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- Tasks: Lead the charge in measuring and enhancing Partner experiences at Expedia.
- Company: Join Expedia Group, a global leader in travel technology and customer experience.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and innovation.
- Why this job: Make a real impact by shaping how we understand and improve Partner experiences.
- Qualifications: Must have experience in Customer Experience measurement and data analysis.
- Other info: This role requires a strong ability to influence cross-functional teams and leadership.
The predicted salary is between 36000 - 60000 £ per year.
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Experience Measurement & Insights Manager, London
Client: Expedia Group
Location: London, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: 209c9aec743e
Job Views: 64
Posted: 24.01.2025
Expiry Date: 10.03.2025
Job Description:
Experience Insights Manager
Role Summary: This role will help Expedia define how it measures and understands the experiences our Partners have when using our products. Building from the ground up, this is a real opportunity to make your mark and drive an experience-focused culture across our Product teams – you’ll be providing them with metrics, tools, and insights that they’ve never had before. You’ll be joining the Partner Advocacy team, whose remit is to identify and elevate experience improvement opportunities into Product teams, influence enhancement prioritization, and track problem resolution. We’re seeking a data-driven Insights Manager who can blend quantitative measures and qualitative insight, and is able to galvanize cross-functional teams to drive the implementation and ongoing optimization of Partner experience measurement at Expedia.
What you’ll do:
- Collaborate and align with Product teams to define priority areas for Partner experience measurement.
- Help define the right metrics to measure Partner attitudes and behaviors when using Expedia’s Products, including Expedia’s attitudinal measures of Delight, Usability, Ease, and Trust (DUET).
- Lead thinking on experience measurement reporting frameworks and tools that allow teams to track and understand how the Partner experience is evolving.
- Enable teams to go ‘beyond the metric’ and understand associated qualitative feedback and underlying drivers of poor/neutral/great scores.
- Drive a cross-functional working group, including UX Research, Experience Management, CX Analytics, and Feedback Operations to deliver attitudinal and behavioral measurement instrumentation and experience reporting tools, communicating progress to Leadership ongoing.
- Drive an experience-focused culture in the Product team, through evangelization of Partner experience metrics, trends, and opportunities.
- Develop deeper insights into what is behind experience metrics, to help Product teams understand the specific pain points they need to solve for.
- Work with CX analytics to quantify the benefit of improving experience metrics, at a macro and pain point level, to enable prioritization decisions.
- Identify top experience opportunities to feed into Product planning cycles and influence prioritization.
- Define and set targets for experience metrics, in partnership with CX Analytics and Product teams.
Who you are:
- Confident self-starter who can set direction, priorities, and goals for multiple stakeholder groups to achieve desired outcomes.
- Comfortable dealing with ambiguity, alternative points of view, and able to define a path forward that delivers best outcomes.
- Experienced in Customer Experience measurement and driver analysis.
- Experienced in using NLP tools such as XM Discover, Medallia, or equivalent to mine customer feedback.
- Proven ability in driving awareness and understanding of customer experience opportunities – someone who can explain both the ‘what’ is happening and the ‘why’ it is happening.
- Ability to engage with and influence senior leadership to commit to driving experience improvement.
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Experience Measurement & Insights Manager, London employer: TN United Kingdom
Contact Detail:
TN United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Experience Measurement & Insights Manager, London
✨Tip Number 1
Familiarize yourself with the key metrics and frameworks mentioned in the job description, such as Delight, Usability, Ease, and Trust (DUET). Understanding these concepts will help you speak the same language as the team and demonstrate your expertise during discussions.
✨Tip Number 2
Showcase your experience with Customer Experience measurement tools like XM Discover or Medallia. Be prepared to discuss specific examples of how you've used these tools to derive insights and drive improvements in previous roles.
✨Tip Number 3
Highlight your ability to work cross-functionally by sharing examples of past collaborations with UX Research, CX Analytics, or similar teams. This will illustrate your capability to lead a working group and drive an experience-focused culture.
✨Tip Number 4
Prepare to discuss how you've influenced senior leadership in previous roles. Think of specific instances where your insights led to actionable changes, as this will demonstrate your ability to engage and persuade stakeholders effectively.
We think you need these skills to ace Experience Measurement & Insights Manager, London
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Experience Measurement & Insights Manager position. Understand the key responsibilities and required skills, especially around customer experience measurement and data analysis.
Tailor Your CV: Customize your CV to highlight relevant experience in customer experience measurement, data analysis, and cross-functional collaboration. Use specific examples that demonstrate your ability to drive insights and influence product teams.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for improving partner experiences and your understanding of the metrics involved. Mention any experience with tools like XM Discover or Medallia, and how you can contribute to Expedia's goals.
Highlight Your Data Skills: In your application, emphasize your experience with both quantitative and qualitative data analysis. Provide examples of how you've used data to drive decisions and improve customer experiences in previous roles.
How to prepare for a job interview at TN United Kingdom
✨Understand the Role and Its Impact
Make sure you have a clear understanding of how the Experience Measurement & Insights Manager role fits into Expedia's overall strategy. Be prepared to discuss how your skills can help define and measure Partner experiences, and how that impacts product development.
✨Showcase Your Data-Driven Mindset
Since this role requires a blend of quantitative and qualitative analysis, come ready to share examples of how you've used data to drive insights in previous roles. Highlight any experience with tools like XM Discover or Medallia, as well as your approach to analyzing customer feedback.
✨Prepare for Cross-Functional Collaboration
This position involves working with various teams such as UX Research and CX Analytics. Be ready to discuss your experience in cross-functional collaboration and how you’ve successfully influenced teams to prioritize customer experience improvements.
✨Demonstrate Your Problem-Solving Skills
Expect questions about how you handle ambiguity and conflicting viewpoints. Prepare to share specific examples of challenges you've faced in previous roles and how you navigated them to achieve positive outcomes, especially in relation to customer experience.
