Consumer Insights Manager

Overview

The Manager, Consumer Insights & Research is an exciting role responsible for developing and delivering insights on the Travel & Leisure customer and associate to internal stakeholders at all levels in the organization. The ideal candidate will have the ability to think strategically about complex product and market conditions and provide excellent customer service to internal clients. The agility to dive deep into technical research and analysis, as well as zoom out to develop a story and pertinent recommendations is critical.

Insights developed by the person in this role will shape and inform business decisions that will improve the customer experience and business outcomes. This role collaborates with internal and external resources in a matrixed environment. The successful manager will align consumer insights projects and VOC programs with the organization’s broader goals and priorities, providing the 'voice of the consumer' for critical decision-making processes.

• Deliver actionable insights:
  Tackle each research project with a well-thought out plan, execute to deliver high-quality insights to stakeholders in a timely fashion, and work with business partners to implement changes (as needed) and measure success
• Inspire others:
  Foster consumer-driven decision-making throughout the organization. Drive impactful change through insightful data, compelling storytelling, strong relationships, and cross-functional alignment
• Drive results:
  Understand both our customers and our business thoroughly. This enables you to deliver essential insights that are seamlessly integrated with actionable recommendations tailored to our complex consumer and business landscape. We are a function known for curiosity, creativity, innovation, objectivity, actionable storytelling, technical excellence, strategic thinking, and a passion for change
• Use consumer insights to inform some or all of the following:
• market sizing, consumer segmentation, demand, and design efforts for new brand, product, benefit, or partnership development
• wins and opportunities in customer experience delivery from VOC program data
• brand equity KPI tracking and industry trends and benchmarks
• senior leader, investor, or public relations information requests
• Manage ongoing Voice of the Customer (VOC) survey processes (e.g. Post Tour, Post Stay, After Call, Digital Experience, Club Relationship), including survey updates, survey health tracking, issue resolution, dashboard creation and updates, user role design, platform training, and stakeholder communication
• Conduct end-to-end custom qualitative and quantitative research projects, including questionnaire design, survey programming and testing, technical design and coordination of invitation process, dashboard programming, data cleaning and analysis, report build with compelling and cohesive storytelling, and presentations to stakeholders
• Ability to connect consumer insights data to operational or third-party data (e.g. MRI) to extend the value of survey data and integrate with other platforms (e.g. Salesforce). This may involve leading technical or data teams in platform, report, or process design
• Evaluate new technical tools to evolve Consumer Insights capability at Travel + Leisure Co.
• Carefully manage external vendors and consultants to efficiently produce deliverables that are best in class, on-time, and within budget.

Minimal travel required (10% or less).

• BS or BA degree (Business, Marketing, Statistics, Research, Psychology)
• Understanding of the timeshare and hospitality industry is preferred but not required.
• Experience working on cross functional projects, demonstrating strong collaboration and leadership.
• Strong project management skills with high structure orientation.
• Demonstrated strong critical thinking skills.
• Must be able to communicate effectively and build solid relationships with individuals at all levels, in multiple geographies and business functions.
• Excellent oral and written communication skills and exceptional interpersonal skills. Able to explain and translate complex concepts into meaningful insights and action for the business in oral and written forms.
• Strong presentation skills, ability to communicate decisions and recommendations to senior management in a clear and concise manner.
• Highly proficient knowledge in all Windows applications, including but not limited to, Project, Word, Excel and Power Point
• Highly proficient with Qualtrics or other VOC platforms
• Moderate to advanced proficiency of SPSS, r, or Displayr
• Familiarity with knowledge management platforms
• 7+ years of experience in consumer insights, business strategy, or related areas
• Experience managing multiple projects and meeting deadlines
• Strong presentation and meeting facilitation skills