Senior Specialist, Customer Insights

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.

Senior Specialist, Customer Insights

Are you looking to join one of the leading online travel companies in the world? Do you want to help millions of customers across the globe find and book the right holiday for them? Does getting involved in solving problems and creating innovative solutions with latest technology and approaches excite you? Collectively, the Expedia Group brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to thousands of hotels and vacation rentals, hundreds of airlines, thousands of activities, and dozens of car rental companies and cruise lines.

We are seeking a top-performing insights professional who is passionate about the customer’s service experience to join the Strategic Insights Data Science team, supporting the Expedia Travel and Partner Services Platform (TPSP). As a Senior Specialist, Customer Insights, you will be instrumental in identifying opportunities to eliminate current pain points and reduce customer friction. You will leverage customer data and anecdotes to create user stories that drive the development of tools and features for both our travelers and our agents. Your responsibilities will include conducting comprehensive analysis to identify opportunities and strengths, identifying key moments in the customer's journey to determine root causes, and providing recommended corrective actions. Additionally, you will play a crucial role in communicating insights to key stakeholders and supporting cross-functional teams in the day-to-day execution of projects and initiatives.

If you are a highly motivated insights professional, passionate about data and the customer experience, with a proven track record in Voice of the Customer program management, strong numerical, analytical, and strategic thinking skills, as well as sound business acumen and expertise in survey analytics and verbatim analysis, we encourage you to apply. Join our team and help us drive data-driven insights and innovation to enhance the customer experience in the travel industry, focusing on reducing customer friction and improving overall satisfaction.

What you'll do:

• Act as a "agent of change" to drive the necessary evolution and continuous improvement for the organization to better serve Expedia travelers
• Build trust with stakeholders by effectively addressing their concerns and ensuring their long-term interests are considered
• Identify opportunities to eliminate current pain points and reduce customer friction
• Create user stories backed by customer data and anecdotes to drive the creation of tools and features for both traveler and agent capabilities
• Maintain and expand customer listening systems to gather valuable feedback and insights
• Data mine key moments in the customer's journey to determine root causes of issues and areas for improvement
• Conduct comprehensive data analysis to identify opportunities, highlight strengths, and provide recommended corrective actions
• Generate actionable insights from data to drive decision-making.
• Effectively communicate insights and findings to key stakeholders, ensuring clear understanding and alignment
• Collaborate with cross-functional teams to facilitate the execution of projects and initiatives
• Apply data visualization principles consistently, creating clear and consistent visualizations of customer data

Who you are:

• Must have a Bachelor degree in business or quantitative data field
• Master's degree, or equivalent experience
• Advanced skills in PowerPoint
• Proficiency in Excel
• Strong command of SQL
• Experience with Tableau
• Expertise in survey strategy and voice of the customer programs
• Knowledge of survey analytics and verbatim analysis; experience with Qualtrics preferred
• Strong numerical, analytical, and strategic thinking skills
• Proficiency in data visu