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Position Overview
The Senior Manager, 360 Intelligence is a key contributor within Marriott’s Enterprise Data, Analytics & AI organization, responsible for developing an end‑to‑end understanding of the customer journey and translating that understanding into actionable intelligence that improves enterprise performance.
This role supports the identification, measurement, and optimization of customer behaviors across the full lifecycle - spanning acquisition, engagement, booking, stay, and post‑stay - by integrating structured performance data with Voice of Customer (VOC) and other unstructured feedback sources.
Working closely with cross‑functional business stakeholders, Agile Teams, and Data Strategy partners, the Senior Manager pulls through Voice of Customer insights throughout the customer journey, while helping define analytical requirements, surface journey‑stage gaps, and prioritize opportunities to improve conversion, engagement, and customer outcomes. This includes supporting the development and activation of the Customer Listening Center and contributing to initiatives that enhance visibility into the Marketing‑to‑Digital handoff and other critical stages of the customer journey.
By combining analytical expertise with strong business acumen, the Senior Manager ensures that customer strategies are informed by robust insights and aligned with enterprise commercialization priorities.
Requirements & Qualifications
- Bachelor’s degree in Business, Analytics, or related discipline.
- At least 6 years of experience in analytics, customer insights, or business performance roles.
- Experience working with customer lifecycle, engagement, or experience metrics.
- Familiarity with Voice of Customer (VOC) methodologies or customer feedback platforms (e.g. Qualtrics, Medallia) preferred.
- Strong analytical and problem‑solving skills with the ability to synthesize complex data into actionable insights.
- Excellent written and verbal communication skills.
- Ability to collaborate across cross‑functional teams in a matrixed environment
Key Duties & Responsibilities
- Analyze customer behavior across lifecycle stages (e.g., acquisition through retention) to identify trends, performance drivers, and areas of opportunity.
- Support journey mapping initiatives to better understand how customers move between key stages of engagement.
- Integrate structured performance data with Voice of Customer (VOC) inputs and other qualitative feedback sources.
- Collaborate with Agile Teams to define analytical requirements and prioritize work aligned to business needs.
- Help identify gaps in customer journey observability and contribute to initiatives that improve performance visibility across Marketing, Digital, and other touchpoints.
- Support KPI development and measurement frameworks tied to customer experience and commercial outcomes.
- Conduct targeted analyses to inform strategic decision‑making across customer‑facing functions.
- Translate analytical findings into clear insights and actionable recommendations for stakeholders.
- Communicate insights through executive‑ready presentations and data‑driven storytelling.
- Partner with business stakeholders to align analytical priorities with enterprise objectives.
- Manage multiple initiatives simultaneously and prioritize based on expected business impact.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
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