Manager, Customer Insights

Hilton • McLean, VA

2d • Onsite

About The Position

This is your chance to be a part of an in-house Customer Insights and Analytics (CIA) team of consultants to important partners across Hilton. As a Manager of Customer Insights, you will support Hilton's Customers, Brands, Marketing, Revenue, Sales, and executive leadership teams, among others. On the Brand Analytics and Customer Research (BACR) team within CIA, you will report to the Director of Customer Insights. You will work on quantitative and qualitative research projects, including managing daily operations of our proprietary insights community. You will also work on consumer and customer research related to brands, marketing, digital assets, loyalty programs, and customer experience.

Requirements

• Five (5) years of professional experience in market or consumer research
• One (1) year of experience working with research vendors
• One (1) year of experience working with proprietary customer communities/panels
• One (1) year of experience presenting research proposals, updates, and results to senior leaders

Nice To Haves

• BA/BS (Bachelor's Degree)
• One year of work experience with data analytics
• Two (2) years of experience in one of the following industries: CPG, Retail, Travel/Hospitality, or Consulting

Responsibilities

• Managing Hilton's proprietary research community: You will create and manage an ongoing calendar of research requests, field periods, and metrics, and communicate that schedule to colleagues and partners. You will also support other team members with research activity programming and analysis. You will also ensure appropriate methodology, panel integrity, and member engagement.
• Performing insights work: Manage custom research projects, using quantitative and qualitative research approaches. You will also collaborate with internal and external partners, external research vendors, and other teams to connect insights.
• Engaging with secondary resources: You will contribute to and, in some cases, manage Hilton's relationship with secondary research partners. Beyond specific Hilton partners, you will use available secondary resources to support the team's primary research efforts.
• Other duties as assigned: Additional work categories include participation in internal working groups. These may also include support for BACR team member projects, creating and supporting internal collaborative resources, managing contracting details for external partners, among others.
• Be the team's primary contact between Hilton and our platform provider. You will work with our platform partner on different tasks, such as quarterly newsletters, monthly member portal updates, community health tracking, member recruit/purge activity, and other community maintenance matters.

Benefits

• Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
• Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
• Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
• Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
• Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
• Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
• Generous paid time off (PTO) – Recharge, relax, and take time for what matters most
• Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
• Financial security for your future – Our retirement plans make it easier to save for what's next

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree