Experience Measurement

1 month ago

London, United Kingdom Expedia Group Full time

Experience Insights Manager

Role Summary: 

This role will help Expedia define how it measures and understands the experiences our Partners have when using our products, Building from the ground up, this is a real opportunity to make your mark and drive an experience focused culture across our Product teams – you'll be providing them with metrics, tools and insights that they’ve never had before. You’ll be joining the Partner Advocacy team, whose remit is to identify and elevate experience improvement opportunities into Product teams, influence enhancement prioritization and track problem resolution. We’re seeking a data driven Insights manager who can blend quantitative measures and qualitative insight, and is able to galvanise cross functional teams to drive the implementation and ongoing optimisation of Partner experience measurement at Expedia. 

 

What you’ll do: 

Initially this role will focus on establishing Partner experience measurement capabilities, and once instrumented will transition to focus on the evangelisation of experience metrics and opportunities to drive improvement.  Specifically, you will: - 

  • Collaborate and align with Product teams to define priority areas for Partner experience measurement. 

  • Help define the right metrics to measure Partner attitudes and behaviors when using Expedia’s Products, including Expedia’s attitudinal measures of Delight, Usability, Ease and Trust (DUET)  

  • 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, including UX Research, Experience Management, CX Analytics and Feedback Operations to deliver attitudinal and behavioral measurement instrumentation and experience reporting tools, communicating progress to Leadership ongoing. 

  • Drive an experience focused culture in the Product team, through evangelisation 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 prioritisation 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:  

  • 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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