Customer/Product Insights Manager III

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.
Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.
Team & Role Overview
The Customer Advocacy Insights team brings a holistic, evidence-based view of traveler and partner experience into Product and business decisions — combining customer feedback, experience metrics, service/behavioral data, research, and competitive signals to identify pain points, quantify impact, and improve the end-to-end journey.
As an Insight Manager, you'll lead the team's effort to turn traveler and partner signals into clear, actionable insights for Product, Design, Technology, Operations, and business leaders — shaping the questions worth answering, defining scope and approach, and driving work from evidence to decision, action, and measurable impact. You'll operate across the full customer journey and two-sided marketplace, owning ambiguous problem spaces, influencing cross-functionally, and leading through others. You're accountable for the quality and impact of your assigned insight portfolios.
What You'll Do
Own the insight portfolio — lead customer experience deep dives, recurring insight programs, and strategic workstreams grounded in clear product/business hypotheses, from framing through measurable outcomes.
Define scope & governance — partner with stakeholders early to co-define the problem, success measures, and scope; set RACI, timelines, and governance for cross-functional delivery.
Drive the analysis — set analytical direction, combine quant and qual data sources to surface themes, quantify impact, separate symptoms from root causes, and use journey-management frameworks to connect pain points to the broader experience.
Translate to action — turn findings into clear, measurable recommendations and prioritized opportunities; produce leadership-ready reviews, readouts, briefs, and dashboards.
Lead & influence — run working groups, build trusted partnerships across Product, Design, Tech, Research, Analytics, and Ops; bring the customer voice into roadmap and trade-off decisions, influencing even when the path is unclear.
Improve the operating model — drive improvements to tooling, taxonomy, governance, and the insight repository.
Scale with AI — use AI-enabled tools, SQL, dashboards, and customer analytics to accelerate discovery, while setting standards for validation, data quality, and responsible use.
Minimum Qualifications
5+ years experience overall; 3-4 years leading complex customer-insights, product-insights, CX, research, analytics, or strategy workstreams
Domain (one or more): travel marketplaces/OTAs/hospitality/airlines; e-commerce and digital marketplaces; fintech, payments, banking, or servicing
Tools: SQL or equivalent querying
Skills: analytical thinking, influencing through storytelling, leading cross-functional work in ambiguous environments
Preferred Qualifications
Hands-on experience with journey-mapping or service-design tools, dashboards, experimentation or behavioral analytics tools, digital experience platforms, or customer feedback taxonomies
Experience converting customer pain points into product opportunities, Jira initiatives, roadmap inputs, or measurable recommendations
Experience building repeatable reporting, insight frameworks, or self-service tools
Advanced experience with experimentation, behavioral analytics, digital-experience platforms, or customer-feedback taxonomies
Accommodation requests
Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.
About Expedia Group
Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.
Important notice
Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.
Equal Opportunity
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, religion, gender, sexual orientation, national origin, disability or age.

Work arrangement
No