Senior Manager, 360 Intelligence

Marriott•Bethesda, MD

21h

About The Position

The Senior Manager, 360 Intelligence is a key contributor within Marriott’s Enterprise Data, Analytics & AI organization. This role is responsible for developing an end-to-end understanding of the customer journey and translating that understanding into actionable intelligence to improve enterprise performance. The position supports the identification, measurement, and optimization of customer behaviors across the full lifecycle, including acquisition, engagement, booking, stay, and post-stay, by integrating structured performance data with Voice of Customer (VOC) and other unstructured feedback sources. Working with cross-functional business stakeholders, Agile Teams, and Data Strategy partners, the Senior Manager leverages Voice of Customer insights throughout the customer journey, helps define analytical requirements, identifies journey-stage gaps, and prioritizes opportunities to enhance conversion, engagement, and customer outcomes. This includes supporting the development and activation of the Customer Listening Center and contributing to initiatives that improve visibility into the Marketing-to-Digital handoff and other critical stages. The Senior Manager uses analytical expertise and strong business acumen to ensure customer strategies are informed by robust insights and aligned with enterprise commercialization priorities.

Requirements

Bachelor’s degree in Business, Analytics, or related discipline.
At least 6 years of experience in analytics, customer insights, or business performance roles.
Experience working with customer lifecycle, engagement, or experience metrics.
Strong analytical and problem-solving skills with the ability to synthesize complex data into actionable insights.
Excellent written and verbal communication skills.
Ability to collaborate across cross-functional teams in a matrixed environment.

Nice To Haves

Familiarity with Voice of Customer (VOC) methodologies or customer feedback platforms (e.g. Qualtrics, Medallia) preferred.

Responsibilities

Analyze customer behavior across lifecycle stages (e.g., acquisition through retention) to identify trends, performance drivers, and areas of opportunity.
Support journey mapping initiatives to better understand how customers move between key stages of engagement.
Integrate structured performance data with Voice of Customer (VOC) inputs and other qualitative feedback sources.
Collaborate with Agile Teams to define analytical requirements and prioritize work aligned to business needs.
Help identify gaps in customer journey observability and contribute to initiatives that improve performance visibility across Marketing, Digital, and other touchpoints.
Support KPI development and measurement frameworks tied to customer experience and commercial outcomes.
Conduct targeted analyses to inform strategic decision-making across customer-facing functions.
Translate analytical findings into clear insights and actionable recommendations for stakeholders.
Communicate insights through executive-ready presentations and data-driven storytelling.
Partner with business stakeholders to align analytical priorities with enterprise objectives.
Manage multiple initiatives simultaneously and prioritize based on expected business impact.