Consumer Insights Manager (Hybrid)

Sonesta Hotels•Newton, MA

2d•$100,000 - $120,000•Hybrid

About The Position

We are seeking a Corporate Consumer Insights Manager to lead and evolve our Voice of the Customer (VoC) program, ensuring the guest perspective remains at the center of decision-making across our brand. In this role, you will help uncover the “why” behind guest behaviors and perceptions, translating feedback into actionable insights that enhance loyalty, satisfaction, and the overall guest experience. You will partner closely with cross-functional teams to identify trends, elevate storytelling around the customer journey, and influence strategic initiatives across our hotel portfolio. This position is a hybrid position, Tues/Wed/Thurs in our Newton Office.

Requirements

Bachelor’s degree required in Business, Marketing, Analytics, or a related field.
4+ years of experience in a consumer insights, analytics, or data-driven role.
Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Teams).
Strategic thinker with strong marketing and analytical skills—able to turn data into compelling business recommendations.
Thrives in a fast-paced environment—comfortable managing multiple priorities in an entrepreneurial setting.
Results-driven and impact-focused—excited about measuring success and optimizing performance.
Collaborative and relationship-focused—strong interpersonal skills to engage with colleagues, stakeholders, and external partners effectively.

Nice To Haves

Experience in Travel, Hospitality, or Loyalty programs is strongly preferred.
Hands-on experience with VoC software, especially Qualtrics, is a significant plus.
Familiarity with Tableau or other data visualization tools is an advantage.

Responsibilities

Champion the voice of the guest by leading and enhancing our Voice of the Customer (VoC) program through Qualtrics, ensuring guest feedback is heard, understood, and acted upon.
Translate guest feedback into meaningful insights that uncover consumer behaviors, preferences, and emerging experience trends across the customer journey.
Develop compelling narratives and presentations that help stakeholders understand guest sentiment, brand perception, loyalty drivers, and opportunities to elevate the experience.
Partner closely with hotel operations, marketing, brand, and leadership teams to turn consumer insights into strategic actions and experience improvements.
Identify patterns and themes within guest feedback to inform business decisions, strengthen guest relationships, and support long-term brand growth.
Serve as the primary liaison with Qualtrics to continuously enhance the VoC program and improve how guest insights are captured and shared across the organization.
Advocate for a customer centric culture by helping teams better understand guest needs, expectations, and moments that matter most.
Stay informed on consumer and hospitality trends, bringing forward new ideas and best practices that strengthen the guest experience and reinforce brand loyalty.