Manager, Business Insights

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 flexible work model (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.

Manager, Business Insights

Introduction to the Team

The Traveler Service Improvement Team drives continuous improvement in traveler experience in a cost-effective way for our global consumer businesses—Expedia, Hotels.com, and Vrbo. This division creates compelling and differentiated traveler value for each brand by setting the strategic service vision, operating strategy, and execution plan. The responsibilities of this team includes strong collaboration with all other internal TPSP teams as well as Brand, Supply and Product & Tech to influence and support their roadmap to successfully achieve EG’s mission to power global travel for everyone, everywhere.

We are looking for a strategic and analytically driven Business Insights Manager to generate actionable insights that influence leadership decisions, improve service experience, and reduce operational costs. This role combines advanced data analysis, statistical modeling, and AI to deliver clear, forward-looking insights that guide strategic direction and service transformation across the organization.

As a Business Insights Manager within our Traveler Service Operations org, you will play a critical role in shaping how we deliver outstanding service experiences at all stages of customer journey while optimizing efficiency in a fast-paced environment. You’ll leverage data analytics, statistical modeling, and AI to generate strategic insights that influence decision-making, improve agent and self-service performance, and reduce cost-to-serve across channels.

In this role, you will: 

• Generate business insights by analyzing service performance, customer behavior, and operational metrics to support leadership in data-driven decision-making.
• Use statistical modeling and predictive analytics to uncover trends, identify root causes, and evaluate the potential impact of initiatives.
• Apply AI and machine learning techniques to enhance decision support —example - customer segmentation, churn prediction, and process improvement and automation.
• Create compelling visualizations, dashboards, and presentations that translate complex data into meaningful narratives for executive and stakeholders to influence and develop service optimization strategies.
• Influence cross-functional and senior leadership teams by presenting insights that justify changes in strategy, investment, or operational design.
• Continuously assess service delivery models, experience metric and cost-to-serve metrics, where data and technology can drive effectiveness and efficiencies by customer journey optimization and self-service/Product & Tech enhancements.
• Drive a data-informed culture by championing the use of insights and analytics in everyday decision-making.
• Build and apply predictive models and AI-driven insights to automate repetitive tasks and improve first-contact resolution.
• Partner with cross-functional teams to align insights with business goals and recommend solutions that enhance both customer experience and operational efficiency.
• Support the implementation and monitoring of strategic initiatives, using data to measure impact and refine approach.
• Stay current on best practices in AI, automation, customer service analytics, and travel tech innovations.

Experience and Qualification:  

• Bachelor’s or master’s degree in business Analytics, Data Science, Statistics, Economics, or related field.
• 3–5 years of experience in business analysis, data insights, or a similar role
• Proven ability to deliver insightful, executive-ready reporting and analysis that shapes decision-making.
• Strong proficiency in SQL, Power BI/Tableau, and at least one statistical or programming language (e.g., Python, R).
• Hands-on experience with predictive modeling, regression analysis, and machine learning techniques.
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