Jobs and Careers

Senior Manager, Guest Voice & Survey Governance

United StatesRemotefull_timeVerifiedPosted 19 Aug 2026

About the role

JOB SUMMARY

Marriott’s Enterprise Voice of Customer (VOC) Team is seeking a strategic and collaborative leader to help shape how we listen to and learn from our guests. As Senior Manager, Guest Voice & Survey Governance, you will play a key role in one of Marriott's most critical customer experience programs, ensuring guest feedback is transformed into actionable insights that drive business decisions across our global portfolio.

In this role, you will help lead the governance, design, and evolution of Marriott's guestVoice program, overseeing survey content, sampling strategy, reporting, and measurement practices. You will partner closely with corporate, continent, and property leaders to ensure the program delivers meaningful insights that improve both the guest experience and business performance.

This role combines customer experience strategy, analytics, and stakeholder influence, requiring a leader who can help the organization translate guest feedback into actionable insights and enterprise-wide decisions.

Reporting to the Director, Guest Voice, you will be part of Marriott's VOC Team, which measures and enables insights across hotels, digital channels, mobile experiences, non-hotel products, and Marriott Bonvoy loyalty programs. This highly visible role offers the opportunity to collaborate with leaders across the company and directly influence how Marriott understands and improves the experiences of millions of guests globally.

CANDIDATE PROFILE

Education and Experience Required

Five or more years of professional experience, demonstrating progressive career growth and a pattern of exceptional performance in research-related consulting or voice of the customer programs.

4-year degree from an accredited university.

Extensive expertise with project management for complex programs with competing priorities and cross-functional stakeholders.

Demonstrated ability to conduct and engage in research with practical applications to business needs.

Experience working with vendors and managing day-to-day projects and workstreams.

Experience coordinating with IT/Data/Analytics teams and relationship-building

Proficiency in creating presentations and documenting workflows and decisions.

Education and Experience Preferred

4-year degree from an accredited university in a discipline with a rigorous emphasis on consumer research methods and statistics (e.g., psychometrics, consumer marketing research, operations research, economics, statistics, social psychology, consumer psychology).

Master’s or other advanced degree in a research-related discipline.

Hands-on experience with CX software platforms (Qualtrics, Medallia, etc.).

Experience with market research and/or VOC programs including managing long-term tracking studies.

Knowledge of statistics/sampling theory; experience with multivariate techniques.

CORE WORK ACTIVITIES

Manage and support requirements for the Guest Voice program, Event Satisfaction program, and related programs that exist to understand the on-property experience of Marriott’s customers.  

Understand and translate requirements as communicated by stakeholders to design and enhance ongoing research and self-serve reporting for customer exp