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.

Role Summary

At Expedia Group, we’re passionate about understanding our customers and delivering world-class experiences. Our Experience Research Science (ERS) team drives impactful insights through customer feedback, experience measurement, and benchmarking. We’re looking for a talented Senior Insights Manager to join our Voice of the Traveler team and elevate our understanding of the traveler journey, helping to shape strategic decisions and drive continuous improvement.

We are seeking a high performing and influential individual contributor who consistently applies -and regularly enhances - voice of customer capabilities, principles and playbooks to tackle the most complex business challenges and opportunities. Provides support and deep expertise to a number of areas and mentors more junior colleagues. Interfaces regularly with executive (VP+) leadership.

The Senior Insights Manager will be instrumental in transforming traveler feedback into actionable insights. This individual will combine technical skills, customer journey expertise, and a flair for storytelling to ensure our Voice of the Traveler (VoT) program directly impacts business outcomes. If you’re driven by uncovering deep insights and are an expert at connecting the dots across customer journeys, we’d love to hear from you.

What you'll do:

Lead Insights Generation: Develop and deliver actionable insights from customer feedback data to support business strategies and improve the traveler experience.Journey Mapping: Conduct comprehensive journey mapping exercises to identify customer pain points, moments of delight, and opportunities for improvement.Data Analysis: Proficient in analyzing data from multiple sources, synthesizing key insights, and translating complex issues into clear, actionable steps while preserving data integrity.Text Analytics: Utilize text analytics tools (e.g., Medallia Text Analytics, Qualtrics XM Discover, or equivalent) to uncover themes and sentiment within unstructured customer feedback.Storytelling: Create compelling narratives that communicate complex data insights clearly and effectively to stakeholders at all levels.Collaboration: Partner with cross-functional teams, including product, design, and analytics, to align insights with business priorities.Strategic Leadership: Mentor junior team members and contribute to the evolution of the VoT program, ensuring it remains cutting-edge and impactful.Reporting: Design and deliver regular insights dashboards and ad-hoc presentations tailored to diverse stakeholder needs.Influencing: Ability to influence and inspire others to take action to resolve traveler pain points.

Who you are:

Experience: Minimum 7+ years in customer insights, VoC programs, market research, or a related field.Technical Skills: Experience with text analytics tools (e.g., Medallia, Qualtrics XM Discover, or others). Skilled at synthesizing customer data to create insights and recommendations that align with business goals.Journey Mapping Expertise: Demonstrated experience conducting and analyzing customer journey maps.Communication: Exceptional written and verbal communication skills, with a strong ability to craft insights into engaging stories for diverse audiences.Problem-Solving: Analytical mindset with the ability to identify patterns, trends, and root causes.Stakeholder Management: Proven ability to manage multiple stakeholders and balance priorities in a fast-paced environment.Project Management: Ability to manage complex projects from design through execution, ensuring that VoT initiatives are delivered on time and meet strategic goals.Thought leadership: recognized as a credible expert and can influence and inspire others to take action.Inquisitive Nature: Continuously questions the status quo by asking "why" and exploring ways to improve.Comfortable dealing with ambiguity: Adept at navigating ambiguity and reconciling conflicting data points.Pursues Continuous Learning: Keeps up-to-date on emerging trends within the insights space.

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

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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.