Experience Measurement Specialist

3 weeks ago

London, Greater London, United Kingdom Expedia Group Full time

Customer Experience Measurement Role Summary:

This position at Expedia Group will focus on defining and establishing Partner experience measurement capabilities. As the role evolves, it will shift to driving the implementation and optimization of Partner experience measurement across the company. The successful candidate will blend quantitative measures and qualitative insights to provide valuable metrics and tools to Product teams.

Key Responsibilities:

  • Work collaboratively with Product teams to define priority areas for Partner experience measurement.
  • Develop the right metrics to measure Partner attitudes and behaviors when using Expedia's Products, including metrics such as Delight, Usability, Ease, and Trust.
  • Lead the development of experience measurement reporting frameworks and tools that enable teams to track and understand how the Partner experience is evolving.
  • Enable teams to 'go beyond the metric' and understand associated qualitative feedback and underlying drivers of poor, neutral, or great scores.
  • Drive a cross-functional working group to deliver attitudinal and behavioral measurement instrumentation and experience reporting tools.
  • Communicate progress to Leadership regularly.
  • Drive an experience-focused culture in the Product team through the evangelization of Partner experience metrics, trends, and opportunities.
  • Develop deeper insights into what is behind experience metrics to help Product teams understand specific pain points they need to solve.
  • Work with CX Analytics to quantify the benefit of improving experience metrics at a macro and pain point level to enable prioritization decisions.
  • Identify top experience opportunities to feed into Product planning cycles and influence prioritization.
  • Define and set targets for experience metrics in partnership with CX Analytics and Product teams.

Requirements:

  • A confident self-starter who can set direction, priorities, and goals for multiple stakeholder groups to achieve desired outcomes.
  • Comfortable dealing with ambiguity and alternative points of view, and able to define a path forward that delivers best outcomes.
  • Experience in Customer Experience measurement and driver analysis.
  • Experience in using NLP tools such as XM Discover, Medallia, or equivalent to mine customer feedback.
  • Proven ability to drive awareness and understanding of customer experience opportunities, explaining both 'what' is happening and 'why' it is happening.
    • Ability to engage with and influence senior leadership to commit to driving experience improvement.

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