Job Description

Director, Product & Customer Insights

Expedia Group is building the worlds Travel Platform. At the heart of this, we are building a conversational platform that automates the most challenging journeys and connects our traveller and supplier marketplace. Our Virtual Agents use AI to learn new capabilities and continuously improve through network effects. We are looking for a leader for the Customer Insights and Business Improvement team who will serve as the primary customer experience advocate. This role will utilize data science and advanced analytics to identify, influence, and measure opportunities that improve the customer journey across the travel lifecycle.

What youll do:

* Create product insights vision and drive the roadmap and execution for a portfolio of initiatives

* Identify opportunities that have the greatest impact on positive customer outcomes; both hygiene factors and motivators

* Define a set of success metrics and measure customer satisfaction and business impact and be able to utilize them in decision-making

* Influence teams across the company to take action to repair and improve experiences

* Partner closely with product, engineering, UX, and operational leaders to deliver solutions that fulfill customer experience, business, and technology goals

* Inspire, support and mentor an engaged team that drives customer experience and product quality

* Stay on top of customer preferences, technology trends, and market demand

* Lead the organization through change, evolution, and growth; the right leader will evolve and scale the organization along with the business

Who you are:

* Passion for improving the customer experience through great product and engagement strategies; ensures feedback loops are part of the solution

* Approaches everything with drive and energy, with an eye on customer satisfaction

* Deep understanding of Data Science and key technical aspects of AI algorithms including deep learning, information retrieval, classification approaches

* Demonstrated ability using data and analytics to solve problems, create new insights, and drive action

* A successful track record of executing on sophisticated business projects and leading cross-functional project teams

* High level of communicating and influencing skills at Executive level

* Inspiring and approachable as a leader

* Create an environment where people can realize their full potential

* Be humble and lead with open, candid relationships

* Prior management of five or more employees

* Passionate about engaging and developing talent; attract, develop, engage and retain

* Natural bar-raiser: curious and passionate, with a desire to continuously learn more, which you use to understand basic business operations and the organizational levers that drive profitable growth

* Bias to action, being familiar with methods and approaches needed to get things done in a collaborative, lean and fast-moving environment

* Respond effectively to complex and ambiguous problems and situations

* Lead mostly with questions rather than opinions, thriving on the opportunity to own, innovate, create, and constantly re-evaluate

* Comfortable making recommendations across competing and equally critical business needs

* Simplify, clearly and succinctly convey complex information and ideas to individuals at all levels of the organization

* Motivated by goal achievement and continuous improvement, with the enthusiasm and drive to motivate your team and the wider organization

About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia, Hotels.com, Expedia Partner Solutions, Vrbo, Egencia, trivago, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia Group Media Solutions, Expedia Local Expert, CarRentals.com, and Expedia Cruises.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.