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- Tasks: Transform customer feedback into actionable insights to enhance travel experiences.
- Company: Join Expedia Group, a leader in global travel technology and customer experience.
- Benefits: Enjoy travel perks, flexible work options, generous time-off, and career development resources.
- Why this job: Make a real impact on millions of travellers while working in a vibrant, inclusive culture.
- Qualifications: 5+ years in customer experience insights; strong communication and analytical skills required.
- Other info: Recognised as a Best Place to Work by Glassdoor in 2024.
The predicted salary is between 28800 - 48000 £ 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 flexible work model (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.
Introduction to team:
Customer Advocacy empowers Product teams with a 360° view of the customer experience—across both Partner and Traveler journeys. We champion the voice of the customer by elevating data-informed, cross-journey pain points to build awareness, understanding and inspire action. Our mission is to support high-quality customer experiences through integrated thinking and holistic improvements that resonate for our customers and across Expedia Group.
We’re looking for a passionate and analytical Experience Insights Manager to join our team. As an advocate for the customer, you’ll transform raw data and feedback into powerful actionable insights that drive meaningful improvements across our products, communications, and policies with the goal to deliver high-quality customer experiences. Your keen ability to understand and articulate customer needs will be instrumental in shaping strategic decisions and elevating the Expedia Group experience for millions of travelers and partners worldwide. If you thrive on developing customer insight and influencing teams to take action, this role offers you the opportunity to make a significant difference in the travel industry.
In this role you will:
- Synthesise insights from diverse feedback sources (including in-product feedback, surveys, customer service contacts and employee feedback) to deliver a comprehensive view of the customer experience and the pain points that exist across the journey.
- Demonstrate how pain points influence customer behaviour and value, drive operational costs and how impact is felt across a two-sided marketplace (Supply & Consumer)
- Develop and leverage relationships with supporting customer insight teams such as Analytics, CX Measurement, Competitive Intelligence, Customer Service and Market Management to enrich the customer story and inspire action.
- Build and manage a portfolio of customer pain points, supporting Product teams with detailed insight to motivate prioritization and delivery of remediation initiatives; track the impact of resolving pain points
- Evaluate CX metrics to identify areas of opportunity and partner with Product teams to understand their priorities to scope out briefs that deliver meaningful and actionable insight.
- Effectively manage timelines, competing priorities, and project dependencies to ensure smooth and timely execution of initiatives.
- Leverage AI technologies to enhance daily productivity and improve the quality and impact of deliverables.
Experience and qualifications:
- 5+ years in a customer experience insights role.
- Experience using NLP tools such as XM Discover, Medallia or equivalent to mine customer feedback; experience using AI solutions
- Excellent communication, storytelling and presentation skills, with the ability to translate qualitative and quantitative data into actionable insight.
- Proven ability to drive awareness, understanding and action on customer experience opportunities, communicating both the ‘what’ and ‘why’ behind customer insights and trends.
- Demonstrated excellence in customer experience roles, with a proven track record of delivering high-quality outputs and inspiring team members to elevate their performance.
- Ability to influence and collaborate with stakeholders at all levels of the organisation.
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 Expedia, Hotels.com, Expedia Partner Solutions, Vrbo, trivago, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia Group Media Solutions, Expedia Local Expert, 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. #J-18808-Ljbffr
Insights Manager, Voice of the Customer employer: Expedia, Inc.
Contact Detail:
Expedia, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Insights Manager, Voice of the Customer
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience and insights. Understanding current methodologies and tools, especially those related to AI and NLP, will help you stand out as a candidate who is not only knowledgeable but also passionate about the field.
✨Tip Number 2
Network with professionals in the travel and customer experience sectors. Engaging with others in the industry can provide valuable insights and potentially lead to referrals, which can significantly boost your chances of landing the job.
✨Tip Number 3
Prepare to discuss specific examples of how you've transformed data into actionable insights in previous roles. Being able to articulate your past successes will demonstrate your capability and readiness for the Insights Manager position.
✨Tip Number 4
Showcase your communication skills by practising how to present complex data in a clear and engaging manner. This role requires excellent storytelling abilities, so being able to convey insights effectively will be crucial during interviews.
We think you need these skills to ace Insights Manager, Voice of the Customer
Some tips for your application 🫡
Understand the Role: Before you start writing your application, make sure you fully understand the Insights Manager position. Review the job description carefully and note the key responsibilities and qualifications required.
Tailor Your CV: Customise your CV to highlight relevant experience in customer experience insights. Emphasise your analytical skills, familiarity with NLP tools, and any previous roles where you've successfully influenced product decisions based on customer feedback.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer advocacy and your ability to transform data into actionable insights. Use specific examples from your past experiences to demonstrate how you can contribute to Expedia Group's mission.
Showcase Communication Skills: Since excellent communication is crucial for this role, ensure your application reflects your storytelling abilities. Use clear, concise language and structure your application logically to make it easy for the hiring team to follow your narrative.
How to prepare for a job interview at Expedia, Inc.
✨Understand the Customer Journey
Familiarise yourself with the entire customer journey as it relates to Expedia Group. Be prepared to discuss how different touchpoints can impact customer experience and how you would synthesise insights from various feedback sources.
✨Showcase Your Analytical Skills
Highlight your experience with data analysis and tools like NLP. Be ready to provide examples of how you've transformed raw data into actionable insights in previous roles, particularly in customer experience.
✨Communicate Effectively
Practice articulating complex ideas clearly and concisely. You may be asked to present insights or trends, so demonstrate your storytelling skills by explaining how you would communicate findings to stakeholders at all levels.
✨Demonstrate Collaboration
Prepare to discuss how you've worked with cross-functional teams in the past. Emphasise your ability to build relationships and influence others to take action based on customer insights, which is crucial for this role.
