Partner experience insights manager

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.

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