Gerente de Client Insights at Expedia

São Paulo, State of São Paulo, Brazil

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Datatech, Análise de Riscos, Crédito, Prevenção à FraudeIndustries

Requirements

Formação superior completa; MBA ou Pós-graduação em áreas correlatas será considerado diferencial
Experiência sólida em Customer Experience, Client Insights ou Pesquisa de Satisfação
Forte capacidade analítica, visão estratégica e orientação para resultados
Conhecimento em metodologias de melhoria contínua (PDCA, Design Thinking, Lean)
Excelência em comunicação, influência e articulação com diferentes níveis hierárquicos e reportes executivos
Inglês fluente/avançado é mandatório, a atividade exige interações estratégicas em nível global

Responsibilities

Definir e liderar a estratégia de Voz do Cliente e Client Insights, desde a coleta de feedbacks até a geração de insights acionáveis
Integrar dados quantitativos e qualitativos (NPS, CSAT, Reclame Aqui, etc.) para identificar causas raiz e orientar a priorização de iniciativas
Apoiar áreas de negócio na construção, execução e monitoramento de planos de ação baseados em insights dos clientes
Mensurar e comprovar a evolução da experiência do cliente, com foco nas jornadas prioritárias
Promover a cultura de centralidade no cliente, atuando como embaixador(a) em fóruns e rituais executivos
Gerenciar fornecedores e parceiros de pesquisa, assegurando qualidade, consistência e alinhamento estratégico nas entregas

Skills

Customer Experience

Client Insights

Voz do Cliente

PDCA

Design Thinking

Lean

Análise de Dados

Inglês Fluente

Expedia

Travel booking platform for flights, hotels, rentals

About Expedia

Expedia Group operates in the travel industry, offering a wide range of services for travelers and travel-related businesses. It connects users with options for flights, hotels, car rentals, vacation packages, and activities through its various brands, including Expedia, Hotels.com, and Vrbo. Travelers can easily find and book trips that match their preferences and budgets. The company earns revenue primarily through commissions on bookings and advertising from travel service providers looking to promote their offerings. Additionally, Expedia Group supports its partners by providing access to valuable data and technology, helping them improve their operations and grow their businesses. The goal of Expedia Group is to create a seamless travel experience for users while maximizing the potential of its partners.

Bellevue, WashingtonHeadquarters

1996Year Founded

$3,277.3MTotal Funding

IPOCompany Stage

Consumer Goods, EntertainmentIndustries

10,001+Employees

Benefits

Competitive Paid Time Off

Travel Discounts

Healthcare Flexible Spending Accounts

Employee Assistance Program

Wellness & Travel Reimbursement

Workplace Accomodations

Medical, Dental, & Vision Insurance

Matching Gifts

New Parental Benefits

Risks

Riyadh Air's entry could increase competition, affecting Expedia's market share.

CFO transition may lead to strategic shifts impacting financial management and investor confidence.

Expedia's partnerships may strain resources, affecting service quality if not managed well.

Differentiation

Expedia offers a comprehensive suite of travel services under one platform.

The company leverages a diverse portfolio of brands like Hotels.com and Vrbo.

Expedia provides partners with valuable data and technology to optimize their offerings.

Upsides

Expedia can capitalize on the rise of 'workcations' with longer stay packages.

The trend of 'bleisure' travel offers opportunities for specialized leisure-business packages.

Increased demand for personalized travel experiences can enhance user engagement for Expedia.

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