Director, Customer & Communities Insights

Marriott•Bethesda, MD

4d•$127,000 - $187,000•Hybrid

About The Position

The Director, Customer & Communities Insights, leads Marriott International’s agile customer research capability, helping business partners quickly understand customer and member perspectives, and make informed decisions. This role owns Marriott’s insight community, while serving as a strategic advisor on the most effective approaches for gathering actionable customer feedback. The Director partners closely with stakeholders across the enterprise to translate business questions into research objectives, design and execute rapid research initiatives, and delivers insights that influence key business decisions. This position balances research rigor with speed, ensuring customer perspectives are integrated into decision making at the pace of business.

Requirements

4-year degree from an accredited college or university
8+ of professional experience, demonstrating progressive growth and performance in consumer insights or market research
Demonstrated expertise in qualitative and quantitative customer research methods
Experience translating business challenges into research objectives and actionable recommendations
Experience leading cross-functional research initiatives involving multiple stakeholders
Experience leading international/multi-market primary research projects
Experience managing vendors, research platforms, and contracts with minimal supervision
Ability to synthesize large sets of complex data into concise, executive ready recommendations

Nice To Haves

Experience managing online insight communities
Experience with research platforms like Qualtrics, Alchemer, Fuel Cycle, Decipher, and AI moderation platforms
Knowledge of research governance, privacy, compliance, and responsible data use practices
Master’s degree in a research-related discipline

Responsibilities

Lead Marriott International’s agile customer research capability, including a global member insight community and other fast-turn research tools
Serve as a strategic research consultant to stakeholders by clarifying business questions, decision needs, timing, and the most appropriate insight approach
Design and execute qualitative and quantitative studies that balance speed, rigor, audience fit, budget, and business relevance
Manage research execution from intake and prioritization through sampling, programming, fielding, quality control, analysis, and delivery
Own the strategy, operations, and ongoing evolution of the company’s customer insight community, including community health, member engagement, activity planning, and subgroup participation.
Synthesize customer feedback and research findings into clear themes, implications, recommendations, and executive-ready deliverables
Build and maintain strong stakeholder relationships to ensure insights are proactively integrated into their workstreams
Apply research governance, privacy, compliance, and responsible-use standards across studies, especially for sensitive topics, regional audiences, or personal data
Manage research platforms, vendors, contracts, documentation, and process improvements that support efficient, scalable, and high-quality insight delivery
Provide expertise on research, industry trends, and customer behavior
Provide guidance and a perspective on how historical research can be applied to a current business question
Generate and provide accurate and timely results in the form of reports and presentations