Sr. Manager, Enterprise Research & Analytics

Position Overview:

The Leading Hotels of the World is seeking a Senior Manager, Enterprise Research & Analytics to lead the planning and execution of the company's enterprise research and analytics agenda across Corporate Strategy, Commercial, Membership, Marketing, and Product.

This role combines enterprise research leadership with advanced analytical capabilities to help answer the organization's highest-priority customer and business questions. By integrating qualitative research, advanced analytics, predictive modeling, and commercial performance data, the Senior Manager develops actionable insights and recommendations that support strategic decision-making, enhance customer experience, and drive business growth.

Working closely with cross-functional stakeholders, the Senior Manager partners across the organization to frame business questions, translate complex customer, market, and performance data into actionable insights, and build enterprise understanding of customers, markets, and commercial performance. The role also leads and develops the Customer Research Analyst while promoting consistent research methodologies and analytical rigor.

This is a full-time position located in New York City. We offer flexible workplace policies that allow for working remotely 3 days a week and require being in our NYC office 2 days a week (Wednesdays and Thursdays).

• Lead and prioritize the enterprise research agenda across Corporate Strategy, Commercial, Membership, Marketing, and Product, focusing research investments on the organization's highest-priority customer and business questions.
• Develop and maintain research frameworks, customer measurement systems, and scalable insight products that support faster and more consistent decision-making.
• Develop and maintain research standards, methodologies, and governance practices for qualitative, quantitative, and mixed-method research.
• Serve as the organization's subject matter expert in customer analytics, ensuring rigor in methodology and execution of complex analyses.

• Lead and manage Voice of Customer (VoC) programs across B2C and B2B audiences, including KPI definition, survey design, measurement frameworks, and insight generation.
• Integrate survey, behavioral, transactional, operational, and market data to develop a holistic understanding of customers and commercial performance.
• Develop and manage closed-loop feedback processes to help ensure insights drive prioritized actions and measurable improvements in customer experience and business performance.
• Translate customer insights into actionable recommendations that support business decision-making.

• Lead end-to-end custom research and analytics initiatives, including study design, analytical approach, vendor management, analysis, and delivery of insights.
• Apply qualitative, quantitative, and mixed-method research approaches to address complex customer and business questions.
• Conduct advanced analyses using techniques such as predictive modeling, regression analysis, clustering, driver analysis, forecasting, and causal analysis.
• Design and evaluate experiments, including A/B testing, quasi-experimental analysis, and pilot programs, to measure business impact.
• Evaluate and apply AI and machine learning techniques to improve research efficiency and predictive capabilities.

• Partner with senior stakeholders to frame business problems, define hypotheses, and apply research and analytical insights to strategic initiatives.
• Translate complex customer, market, and performance data into clear, actionable insights and business recommendations.
• Partner with Business Intelligence and Data teams to connect customer insights with performance data and develop a broader understanding of business outcomes and drivers.
• Partner with Data and IT teams to support the integration of customer data sources into enterprise data solutions.

• Lead and develop the Customer Research Analyst through coaching, mentorship, and ongoing development.
• Provide…