Customer Experience Insights Analyst

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What you’ll do:

• You will translate survey metrics and feedback (e.g. Product-Market Fit, ASat), and other data (e.g. open-ended answers, operational, & transactional signals) into insights that influence and drive decision making.
• Own end-to-end analytics efforts in understanding adoption barriers and pain points with existing and new agent tools to drive agent experience improvements
• Translate data into practical, targeted, and actionable insights and recommendations that influence product improvements/roadmaps
• Partner with analytics teams across Expedia Group functions to complement survey-derived insights with operational data from multiple sources.
• Own the efforts to set communication strategy, maintain insight development roadmap, track and report on workstreams.
• Represent product users and influence actions by proactively evangelizing and building relationships with Product Managers & Sr. stakeholders across the organization
• Collaborate with internal and external team members on data capture and distribution strategies
• Craft and build insightful tools, reports, and dashboards that provide real-time and easy access to agent tool feedback across the organization

Who You Are:

Minimum Qualifications:

• Validated experience in Text Analytics software (e.g., Clarabridge, Medallia)
• Validated experience in voice of customer or CX analytics including survey analytics, statistical analysis, and/or Process Management
• Proficiency in telling comprehensive and compelling stories with customer feedback while linking varied sources of structured and unstructured data to provide insights to Operations and Tech teams
• Experience working with and knowledge of Customer Experience metrics (Net Promoter Score, Customer Effort, CES, etc.) and survey design
• Proficiency in creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical teams
• Proficiency in one or more analytics and visualization tools such as Tableau
• Proficiency in querying, joining, and manipulating raw datasets for analysis. SQL skills

Preferred Qualifications:

• Degree in Marketing, Business, Statistics, Mathematics, Computer Science, Engineering, Economics, or a related field of study
• Experience using R or Python or SPSS or a similar scripting language/tool for statistical analysis
• Experience with customer experience platforms such as Qualtrics
• Experience working on quantitative research projects in the area of consumer insights
• Experience building and managing text analytics tools is strongly preferred
• Knowledge of predictive analytics or ML/AL techniques

At Expedia Group, we believe in bringing people together and creating an inclusive workplace where everyone belongs and can do their best work. We care about our employees’ safety and well-being, so we’re requiring new hires in the U.S. to be fully vaccinated against COVID-19 and attest to their vaccination status before their start date as a condition of employment. Expedia Group will consider requests for a reasonable accommodation as required under applicable law.

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™.  

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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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.