Director, Strategy and Service Insights, Service Intelligence

## Director, Strategy and Service Insights, Service Intelligence Apply:
Washington - Seattle Campus:
Full time:
Posted Today:
End Date:
November 20, 2026 (24 days left to apply):
R-110359

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.
** Director, Strategy and Service Insights, Service Intelligence
** Our team works on the hardest questions in Traveler and Partner Service: where to invest, why an experience is breaking, and what to change first. We are a small but high impact team, and our results go to senior leaders who make decisions critical decisions based on our insights.
The managers and senior managers on the team know our business well. Many started in service roles and are now experts in how it runs. As Director, you add the problem-solving leadership: choosing the right questions, structure them, hold a high bar on the analysis, and get a clear recommendation in front of the people who decide.
You do not need to be an expert in service operations. You do need to be able to learn a topic quickly, ask the questions an expert would not think to ask, and tell good analysis from weak.

** In this role, you will:**
* ** Frame the questions.
** Work with service leaders to pick the questions that matter most. Write each one as a clear problem statement with clear sense of impact and deliverables.
* ** Structure the work.
** Break each question into hypotheses and the analyses that would test them. Write the workplan and assign it across your team.
* ** Review the analysis.
** Read the team's work closely. Check the logic, the data and the assumptions, and send it back when it does not hold up.
* ** Lead the team.
** Lead managers and senior managers who each run their own work streams. Set expectations, check progress, and step in where a workstream needs help.
* ** Write and present.
** Shape the storyline for each executive review and edit the pages yourself when needed. Present recommendations to VPs and senior leaders and defend the thinking behind them.
* ** Get to a decision.
** Stay with each recommendation until leaders decide and the owning team acts. Check afterward whether it made a difference.
* ** Develop people.
** Coach the team on structuring problems, analysis, writing and presenting, using real work and specific feedback.  You will also work on some problems directly, mostly at the start of a project when the question is least clear, and again when the executive storyline is taking shape.

** Experience &

Qualifications:

*
* * MBA or Quantitative graduate degree and 10+ years of experience in management consulting, corporate strategy, business operations or a similar problem-solving role.
* 4+ years leading teams through problem-solving work from scoping to recommendation, for example as a consulting engagement manager or as the head of a strategy or business operations team.
* Experience leading a team of at least four people, including experienced people with their own subject expertise, and coaching them on their work.
* A record of turning an unclear question into a recommendation that leaders adopted. You…