Experience Measurement Specialist

1 month ago

London, Greater London, United Kingdom Expedia Group Full time
Experience Insights Manager

Join Expedia Group as an Experience Insights Manager and play a key role in defining how we measure and understand the experiences our Partners have when using our products. This is a unique opportunity to make your mark and drive an experience-focused culture across our Product teams.

What You'll Do:
  • Collaborate with Product teams to define priority areas for Partner experience measurement.
  • Help develop the right metrics to measure Partner attitudes and behaviors when using Expedia's products.
  • Lead thinking on experience measurement reporting frameworks and tools that allow 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/great scores.
  • Drive a cross-functional working group to deliver attitudinal and behavioral measurement instrumentation and experience reporting tools.
  • Drive an experience-focused culture in the Product team through evangelization of Partner experience metrics, trends, and opportunities.
  • Develop deeper insights into what is behind experience metrics to help Product teams understand the specific pain points they need to solve for.
  • 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.
Who You Are:
  • A confident self-starter who can set direction, priorities, and goals for multiple stakeholder groups to achieve desired outcomes.
  • Comfortable dealing with ambiguity, alternative points of view, and able to define a path forward that delivers best outcomes.
  • Experienced in Customer Experience measurement and driver analysis.
  • Experienced in using NLP tools such as XM Discover, Medallia, or equivalent to mine customer feedback.
  • Proven ability in driving awareness and understanding of customer experience opportunities – someone who can explain both the 'what' is happening and the 'why' it is happening.
  • Ability to engage with and influence senior leadership to commit to driving experience improvement.

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