Customer Journey Metrics Manager

1 day ago


London, Greater London, United Kingdom Expedia Group Full time
Job Title: Experience Insights Lead

About the Role:

We are seeking a seasoned Experience Insights Lead to join our Partner Advocacy team at Expedia Group. In this role, you will play a critical part in defining how we measure and understand the experiences our Partners have when using our products.

This is an exceptional opportunity to drive an experience-focused culture across our Product teams and develop the right metrics to measure Partner attitudes and behaviors.

You will collaborate with Product teams to define priority areas for Partner experience measurement, develop metrics to measure Partner attitudes and behaviors, and lead thinking on experience measurement reporting frameworks and tools.

Responsibilities:

  • Collaborate with Product teams to identify areas for improvement in Partner experience measurement.
  • Develop and implement metrics to measure Partner attitudes and behaviors.
  • Lead cross-functional working groups to deliver attitudinal and behavioral measurement instrumentation and experience reporting tools.
  • Communicate progress to Leadership and drive an experience-focused culture in Product teams.

Requirements:

  • 7+ years of experience in Customer Experience measurement and driver analysis.
  • Proven ability to drive awareness and understanding of customer experience opportunities.
  • Ability to engage with and influence senior leadership to commit to driving experience improvement.
  • Experience with NLP tools such as XM Discover, Medallia or equivalent.

Salary: $140,000 - $170,000 per year (dependent on location and experience).

Benefits:

  • Competitive salary and benefits package.
  • Opportunities for career growth and professional development.
  • A dynamic and collaborative work environment.

About Us:

Expedia Group is a leading travel company that operates several well-known brands, including Expedia, Hotels.com, and Travelocity. We are committed to delivering exceptional experiences for our customers and partners.



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