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- Tasks: Transform complex data into actionable insights to enhance partner experiences.
- Company: Join Expedia Group, a leader in global travel technology and solutions.
- Benefits: Enjoy travel perks, generous time-off, hybrid work options, and career development resources.
- Why this job: Shape the future of travel while making a meaningful impact through data-driven insights.
- Qualifications: 5+ years in CX and VOC roles, with expertise in data analysis and project management.
- Other info: Be part of a diverse community recognized as a Best Place to Work.
The predicted salary is between 36000 - 60000 £ per year.
Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.
Why Join Us?
To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.
We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees’ passion for travel and ensure a rewarding career journey. We`re building a more open world. Join us.
As an Insights Manager, you will play a critical role in transforming complex data into actionable insights that guide strategic decisions and improve our partner experience across the Expedia partner business. You will work closely with your team to identify partner needs, uncover pain points as well as partner with stakeholders to recommend improvements and track change that enhance our partner`s journey. This role requires a blend of insight production, advanced data analysis and the ability to influence stakeholders and track initiatives to drive meaningful change.
What You`ll Do:
- Manage customer satisfaction surveys and feedback mechanisms, ensuring consistent measurement across the partner journey.
- Assist in the development of a comprehensive VOC program tailored for a B2B environment, ensuring partner feedback is captured, analysed, and integrated into business strategies.
- Assist in developing and maintaining measurement frameworks that capture the full partner journey, bringing together diverse data sources to offer a comprehensive view of partner experiences.
- Develop journey maps/CX artefacts, using partner insights, to provide recommendations on the moments that matter for partner experience improvements.
- Translate partner data into actionable business recommendations that highlight revenue opportunities, cost savings, and satisfaction improvements.
- Work with stakeholders to create accountability for VOC related improvements and advocate for insights led change in partner facing processes and strategies.
- Work with stakeholders to implement and manage the process that tracks changes based on insight recommendations to improve the partner`s experience.
- Collaborate with EMT and business teams to prioritize and implement VOC findings across different areas of the business, ensuring partner needs are met.
- Present insights to business leaders, highlighting the impact of feedback on key business outcomes and ROI.
- Utilize CX platforms (e.g., Qualtrics XM, Medallia) to optimise dashboards, reporting, survey governance, and data integration across EMT`s services.
Who You Are:
- 5+ years of experience in CX and VOC roles, particularly within the B2B space.
- Expertise in CX Program Design, Project Management, Customer Journey Mapping, Action Planning, and Insights Analysis.
- Demonstrated experience with quantitative and qualitative research design, data collection, and advanced reporting.
- Demonstrated success in building customer journey maps, service design blueprints or other CX artefacts.
- Skilled at synthesizing customer data to create insights and recommendations that align with business goals.
- Highly experienced in data visualization and analytical techniques (e.g., regression, cluster/factor analysis), with advanced skills in Excel and PowerPoint.
- Experienced in data storytelling, effectively communicating insights to executives, mid-level management, and front-line teams to enable data-led decision making.
- Proven ability to engage and influence stakeholders across the business, driving VOC based initiatives that deliver ROI and improve partner satisfaction.
- Comfortable presenting data-driven insights to executive teams and cross-functional groups, translating findings into clear, actionable business recommendations.
- Ability to manage complex projects from design through execution, ensuring that VOC initiatives are delivered on time and meet strategic goals.
- Strong working knowledge of Qualtrics XM, Qualtrics XM Discover, and CRM platforms (e.g., Salesforce) or equivalent.
- Experience with text/speech analytics, topic modelling and sentiment analysis.
- Familiarity with project management tools (e.g., Jira, Confluence) and adaptable in dynamic environments.
This role is an exciting opportunity to shape how Expedia understands and enhances the partner experience, driving actionable insights that lead to meaningful change. If you are passionate about CX in the B2B space and motivated by creating a lasting impact through data-driven insights, we invite you to apply.
Accommodation requests
If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.
We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.
Expedia Group’s family of brands includes: Brand Expediareg;, Hotels.comreg;, Expediareg; Partner Solutions, Vrboreg;, trivagoreg;, Orbitzreg;, Travelocityreg;, Hotwirereg;, Wotifreg;, ebookersreg;, CheapTicketsreg;, Expedia Group Media Solutions, Expedia Local Expertreg;, CarRentals.com, and Expedia Cruises. 2024 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 with 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 careers.expediagroup.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, religion, gender, sexual orientation, national origin, disability or age.
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Partner experience insights manager employer: ENGINEERINGUK
Contact Detail:
ENGINEERINGUK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Partner experience insights manager
✨Tip Number 1
Familiarize yourself with the latest trends in customer experience (CX) and voice of the customer (VOC) programs, especially in the B2B space. This knowledge will help you speak the same language as our team and demonstrate your understanding of the role's requirements.
✨Tip Number 2
Showcase your experience with data visualization tools and analytical techniques during the interview. Be prepared to discuss specific projects where you've successfully translated complex data into actionable insights that drove business improvements.
✨Tip Number 3
Highlight your ability to influence stakeholders and drive change based on insights. Prepare examples of how you've engaged cross-functional teams to implement VOC initiatives that resulted in measurable ROI and enhanced partner satisfaction.
✨Tip Number 4
Demonstrate your project management skills by discussing how you've managed complex projects from design through execution. Emphasize your adaptability in dynamic environments and your experience with tools like Jira or Confluence.
We think you need these skills to ace Partner experience insights manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Partner Experience Insights Manager position. Tailor your application to highlight relevant experiences that align with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasize your 5+ years of experience in CX and VOC roles, particularly in B2B environments. Provide specific examples of how you've successfully managed customer journey mapping and insights analysis.
Showcase Data Skills: Since this role requires advanced data analysis skills, be sure to mention your expertise in data visualization, analytical techniques, and tools like Excel and PowerPoint. Include any relevant projects where you translated data into actionable business recommendations.
Communicate Your Impact: When writing your application, focus on how your work has driven meaningful change in previous roles. Use metrics or specific outcomes to demonstrate your ability to influence stakeholders and improve partner satisfaction.
How to prepare for a job interview at ENGINEERINGUK
✨Understand the Partner Experience
Make sure you have a solid grasp of what partner experience means in the context of B2B. Be prepared to discuss how you can transform complex data into actionable insights that enhance the partner journey.
✨Showcase Your Data Skills
Highlight your expertise in data analysis and visualization. Be ready to share examples of how you've used tools like Excel, Qualtrics XM, or other analytics platforms to derive insights and drive business decisions.
✨Prepare for Stakeholder Engagement
Since this role involves influencing stakeholders, think about past experiences where you've successfully advocated for change based on insights. Be ready to discuss how you can engage and influence various teams within the organization.
✨Communicate Clearly and Effectively
Practice presenting data-driven insights in a clear and compelling way. You may be asked to explain complex findings to non-technical stakeholders, so focus on how you can translate data into actionable business recommendations.
