Senior Manager, Partner Experience - Madrid, España - Expedia Partner Solutions

Expedia Partner Solutions

Empresa verificada

Madrid, España

hace 1 semana

Publicado por:

Isabel García

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Descripción

Senior Manager, Experience & Insights

Are you a strategic customer experience leader who is passionate about delivering comprehensive CX initiatives that deliver actionable insights & recommendations to drive change that positively impacts the customer journey? Have you a strong, demonstrable record of delivering major customer experience frameworks that enables data-driven decisions? Can you influence multiple stakeholders and different lines of business on opportunities to enhance the Customer Experience using insights and analytics? If so, this position within our Expedia For Business (E4B) Experience Management Team (EMT) may be for you.

Expedia For Business are seeking a strategic CX professional to bring to life and tell the story of our Partner's experience through their lifecycle with Expedia using complex operational, financial and Voice of the Partner data to help identify opportunities for improvement, either as a part of a larger program or initiative or by proactively utilizing your skills and experience to influence meaningful change to the Partner experience.

What You'll Do:

Develop and implement strategic partner experience programs that provide actionable insights supporting E4B goals
Create measurement and listening frameworks to understand the endtoend partner experience, connecting data sources to business outcomes and objectives
Translate complex data and partner insights into business recommendations and opportunities validation
Surface actionable insights to remove friction points, increase revenue, reduce costs, strengthen relationships, and enhance satisfaction with Expedia brand
Establish an insight production and stakeholder engagement model to share insights with appropriate forums and groups
Drive accountability with leaders and change teams for implementing recommendations
Partner with stakeholders to develop and lead qualitative partner research programs
Manage partner journey measurement and listening landscape by bringing together relevant data sources and leveraging customer experience platforms
Utilize expertise in customer experience platforms (e.g., Qualtrics XM, Qualtrics XMDiscover, Medallia) to improve measurement, listening frameworks, dashboards, reporting, survey governance, architecture, tool features, and EMT operational processes
Manage complex programs from conception to delivery, identifying potential risks, and communicating with stakeholders
Work crossfunctionally with other teams to support delivery of partner experience improvement programs
Lead a team of partner experience specialists
Partner with other functions to continuously improve EMT's services and offerings to the business
Provide postlaunch consulting and advisory support to stakeholders to sustain partner experience programs
Develop standardized content and templates to implement partner experience best practices
Understand E4B partner ecosystem and identify gaps in partner experience measurement across lines of business.

Who You Are:

Bachelor's degree (BA/BSc) or higher with 710 years of experience in a CXrelated field or discipline.
5+ years of experience in CX Management tools and systems (e.g. Qualtrics, Clarabridge, Medallia, Google Analytics).
Expertise in CX Program Design, Project Management, Customer Journey Mapping, Action Planning, and Insights Analysis.
Strong understanding of research methodology, survey design, and data collection.
Strong analytical skills (qualitative and quantitative) to analyze and interpret data and report insights through formal presentations.
Indepth knowledge and experience with statistical analysis and modeling techniques (e.g. regression, cluster & factor analysis) to produce actionable insights.
Familiarity with programming languages (e.g. Python & R), SQL, and other data manipulation techniques.
Experience in using machine learning techniques to build predictive models that drive CX improvements.
Proficiency in data visualization tools (e.g. Tableau, Power BI, Google Data Studio).
Deep knowledge of text analysis techniques and tools, comfortable working with large volumes of unstructured data, and able to perform meaningful sentiment analysis.
Effective communication of insights through data storytelling to executives, midlevel management, and frontline teams to enable dataled decision making.
Confident communicator with strong decisionmaking, problemsolving, writing, and presentation skills.
Ability to work independently and with a team consisting of executives, project stakeholders, and project team members.
Consultative and relationship builder who can quickly understand stakeholder needs and requirements.
Ability to translate customer insights into business recommendations, collaborative relationships with key business stakeholders to develop business cases, operational plans, enable successful deployment and ongoing success of the program.
Drive strateg