Manager, Loyalty Research & Insights

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Manager, Loyalty Research & Insights

Are you obsessed with understanding what makes consumers tick? Are you passionate about being the voice of the customer? Are you driven to use research and insights to create business growth?

With the launch of Expedia Group’s new world leading loyalty proposition, One Key, right around the corner this is the most exciting time to join the Traveler Engagement and Loyalty team. We are looking for a Loyalty Insights & Research Manager to make sure that the needs of our customers and members are at the heart of everything we do.

This role can be based in either our London or Austin office and reports to the Director, Member Acquisition and Engagement

What you’ll do:

• Lead end to end qual and quant research projects through our Online Community of frequent travelers to meet the needs of the Traveler Engagement and Loyalty team and inform our traveler proposition, messaging, and communications

• Ensure research projects generate the actionable insights needed to inform key business decisions, working in partnership with key stakeholders throughout

• Report monthly on key loyalty feedback themes obtained from the Post booking and Post trip NPS surveys to drive ongoing improvements to traveler experience

• Create an insight portal to host all TEaL previous research Lead key ad-hoc research projects, working with internal stakeholders and agency partners to deliver the best possible experience for our members.

• Collaborate with User Experience, Customer Journey Health, and Product analytics teams to ensure we join up and action member insights across the full e2e experience

• Drive awareness and usage of Member insights via ongoing internal communications

Who you are:

• 5+ year consumer research and insight experience, either at an agency, client-side, or a combination, leading and executing research projects, ideally in a global organization

• Ability to plan, manage and facilitate research projects with short turnarounds using a range of research methods, from traditional qualitative and quantitative through to social listening and behavioral economics

• Excellent project management and analytical skills, with excellent attention to detail and ability to run multiple workstreams simultaneously

• Able to translate complex data sets into simple and compelling insights

• Highly organized and flexible in response to changing needs and priorities

• Strong collaboration and teamwork

• Confident communicator with the ability to influence stakeholders of all levels across a complex and diverse organization

• Excellent project management skills, with great attention to detail and ability to run multiple workstreams simultaneously

• High energy and can-do attitude. A self-starter looking to make an impact

• Experience in travel and loyalty desirable but not essential

The total cash range for this position in Austin is $104,000 to $145,500. Employees in this role have the potential to increase their pay up to $166,500, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits.

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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