Job Description

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.


We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We're building a more open world. Join us.

Introduction to team:

Customer Advocacy empowers Product teams with a 360 view of the customer experience--across both Partner and Traveler journeys. We champion the voice of the customer by elevating data-informed, cross-journey pain points to build awareness, understanding and inspire action. Our mission is to support high-quality customer experiences through integrated thinking and holistic improvements that resonate for our customers and across Expedia Group.


We're looking for a passionate and analytical Experience Insights Manager to join our team. As an advocate for the customer, you'll transform raw data and feedback into powerful actionable insights that drive meaningful improvements across our products, communications, and policies with the goal to deliver high-quality customer experiences. Your keen ability to understand and articulate customer needs will be instrumental in shaping strategic decisions and elevating the Expedia Group experience for millions of travelers and partners worldwide. If you thrive on developing customer insight and influencing teams to take action, this role offers you the opportunity to make a significant difference in the travel industry.

In this role you will:

Synthesise insights from diverse feedback sources (including in-product feedback, surveys, customer service contacts and employee feedback) to deliver a comprehensive view of the customer experience and the pain points that exist across the journey. Demonstrate how pain points influence customer behaviour and value, drive operational costs and how impact is felt across a two-sided marketplace (Supply & Consumer) Develop and leverage relationships with supporting customer insight teams such as Analytics, CX Measurement, Competitive Intelligence, Customer Service and Market Management to enrich the customer story and inspire action. Build and manage a portfolio of customer pain points, supporting Product teams with detailed insight to motivate prioritization and delivery of remediation initiatives; track the impact of resolving pain points Evaluate CX metrics to identify areas of opportunity and partner with Product teams to understand their priorities to scope out briefs that deliver meaningful and actionable insight. Effectively manage timelines, competing priorities, and project dependencies to ensure smooth and timely execution of initiatives. Leverage AI technologies to enhance daily productivity and improve the quality and impact of deliverables.

Experience and qualifications:

5+ years in a customer experience insights role. Experience using NLP tools such as XM Discover, Medallia or equivalent to mine customer feedback; experience using AI solutions Excellent communication, storytelling and presentation skills, with the ability to translate qualitative and quantitative data into actionable insight. Proven ability to drive awareness, understanding and action on customer experience opportunities, communicating both the 'what' and 'why' behind customer insights and trends. Demonstrated excellence in customer experience roles, with a proven track record of delivering high-quality outputs and inspiring team members to elevate their performance. Ability to influence and collaborate with stakeholders at all levels of the organisation.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.


We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.


Expedia Group's family of brands includes: Brand Expedia, Hotels.com, Expedia Partner Solutions, Vrbo, trivago, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia Group(TM) Media Solutions, Expedia Local Expert, CarRentals.com(TM), and Expedia Cruises(TM). 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50


Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you're confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.


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.