Experience Measurement & Insights Manager

Experience Measurement & Insights Manager If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the
Accommodation Request
form
. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application. Experience Insights Manager
T
his role will help Expedia define how it measures and understands the
experiences our Partners have when using our
p
roducts.
Building fro
m t
he ground up, this is a real opportunity to make your mark
and
drive an
e
xperience focused culture
across
our Product team
s
-
you'll
be
provi
ding t
hem with metrics,
tools
and insig
hts
t
hat
they’ve
never h
ad befo
re
.
You’ll
be
jo
ini
ng
the
Partner Advocacy team, whose r
emit
is to
identify
and el
evate ex
perience improvement
opportunities
into Product teams, influence enhancement prioritization and track problem resolution
.
We’re
seekin
g
a
data
driven Insights manager who
can
blen
d quantita
tive measures and qualitative
insight
,
and
is
able to
gal
v
anise
cros
s
function
al teams to drive the implementation and ongoing
optimisation
of
Partner
e
xp
erience
measurement
at Expedia
.
What
you’ll
do:
Initially this role will focus on
establishing
Partner
e
xperience measurement
capabilities
, and once instrumented will transition to focus on the
evangeli
s
ation
of experience metrics and
opportunities to drive improvement
.
Speci
fic
ally, y
ou will: -
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
O
perations to deliver
attitudinal and behavioral
measurement
instrumentation
and
experience reporting tools
,
communicat
ing
progress to Leadership
ongoing
.
Drive an experience focused culture in the Product team, through
e
vangeli
s
ation
of
Pa
r
tner
experience metrics,
trends
and opportunities
.
Develop deeper insights
into wha
t
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
prioriti
s
ation
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 a
chieve
desired
outcomes.
Comfortable dealing with ambiguity, alternative points of view and able to define a path forward
that delivers best outcomes
Experience
d in Customer Experience measurement and
driver analysis
Experienced in using NLP tools such as XM Discover, Medallia or
equi
valent to mine customer feedback
Proven ability
in driving
awareness and understanding of
customer experience opportunities
- someone w
ho
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
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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.
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 to 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.
If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the
Accommodation Request
form
. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application. Experience Insights Manager
Role Summary
:
T
his role will help Expedia define how it measures and understands the
experiences our Partners have when using our
p
roducts.
Building fro
m t
he ground up, this is a real opportunity to make your mark
and
drive an
e
xperience focused culture
across
our Product team
s
-
you'll
be
provi
ding t
hem with metrics,
tools
and insig
hts
t
hat
they’ve
never h
ad befo
re
.
You’ll
be
jo
ini
ng
the
Partner Advocacy team, whose r
emit
is to
identify
and el
evate ex
perience improvement
opportunities
into Product teams, influence enhancement prioritization and track problem resolution
.
We’re
seekin
g
a
data
driven Insights manager who
can
blen
d quantita
tive measures and qualitative
insight
,
and
is
able to
gal
v
anise
cros
s
function
al teams to drive the implementation and ongoing
optimisation
of
Partner
e
xp
erience
measurement
at Expedia
.
What
you’ll
do:
Initially this role will focus on
establishing
Partner
e
xperience measurement
capabilities
, and once instrumented will transition to focus on the
evangeli
s
ation
of experience metrics and
opportunities to drive improvement
.
Speci
fic
ally, y
ou will: -
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
O
perations to deliver
attitudinal and behavioral
measurement
instrumentation
and
experience reporting tools
,
communicat
ing
progress to Leadership
ongoing
.
Drive an experience focused culture in the Product team, through
e
vangeli
s
ation
of
Pa
r
tner
experience metrics,
trends
and opportunities
.
Develop deeper insights
into wha
t
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
prioriti
s
ation
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 a
chieve
desired
outcomes.
Comfortable dealing with ambiguity, alternative points of view and able to define a path forward
that delivers best outcomes
Experience
d in Customer Experience measurement and
driver analysis
Experienced in using NLP tools such as XM Discover, Medallia or
equi
valent to mine customer feedback
Proven ability
in driving
awareness and understanding of
customer experience opportunities
- someone w
ho
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
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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.
2021 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 to 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. At Expedia Group, we're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities. If you require an accommodation or adjustment for any part of the application or hiring process, please let us know by completing our Accommodation Request form.
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