Customer/Product Insights Manager III

Role overview

Customer/Product Insights Manager III at Expedia

The Customer Advocacy Insights team brings a holistic, evidence-based view of traveler and partner experience into Product and business decisions — combining customer feedback, experience metrics, service/behavioral data, research, and competitive signals to identify pain points, quantify impact, and improve the end-to-end journey.

As an Insight Manager, you'll lead the team's effort to turn traveler and partner signals into clear, actionable insights for Product, Design, Technology, Operations, and business leaders — shaping the questions worth answering, defining scope and approach, and driving work from evidence to decision, action, and measurable impact.

You'll operate across the full customer journey and two-sided marketplace, owning ambiguous problem spaces, influencing cross-functionally, and leading through others.

You're accountable for the quality and impact of your assigned insight portfolios.

Responsibilities

• Own the insight portfolio — lead customer experience deep dives, recurring insight programs, and strategic workstreams grounded in clear product/business hypotheses, from framing through measurable outcomes.
• Define scope & governance — partner with stakeholders early to co-define the problem, success measures, and scope; set RACI, timelines, and governance for cross-functional delivery.
• Drive the analysis — set analytical direction, combine quant and qual data sources to surface themes, quantify impact, separate symptoms from root causes, and use journey-management frameworks to connect pain points to the broader experience.
• Translate to action — turn findings into clear, measurable recommendations and prioritized opportunities; produce leadership-ready reviews, readouts, briefs, and dashboards.
• Lead & influence — run working groups, build trusted partnerships across Product, Design, Tech, Research, Analytics, and Ops; bring the customer voice into roadmap and trade-off decisions, influencing even when the path is unclear.
• Improve the operating model — drive improvements to tooling, taxonomy, governance, and the insight repository.
• Scale with AI — use AI-enabled tools, SQL, dashboards, and customer analytics to accelerate discovery, while setting standards for validation, data quality, and responsible use.

Required qualifications

• 5+ years experience overall; 3-4 years leading complex customer-insights, product-insights, CX, research, analytics, or strategy workstreams
• Domain (one or more): travel marketplaces/OTAs/hospitality/airlines; e-commerce and digital marketplaces; fintech, payments, banking, or servicing
• Tools: SQL or equivalent querying
• Skills: analytical thinking, influencing through storytelling, leading cross-functional work in ambiguous environments

Preferred qualifications and skills

• Hands-on experience with journey-mapping or service-design tools, dashboards, experimentation or behavioral analytics tools, digital experience platforms, or customer feedback taxonomies
• Experience converting customer pain points into product opportunities, Jira initiatives, roadmap inputs, or measurable recommendations
• Experience building repeatable reporting, insight frameworks, or self-service tools
• Advanced experience with experimentation, behavioral analytics, digital-experience platforms, or customer-feedback taxonomies
• Accommodation requests
• Expedia Group is committed to providing an inclusive and accessible recruiting experience.
• If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation .

Employment details

• Location: India - Gurgaon

About the employer

• At Expedia Group, we help travelers explore the world, one journey at a time.
• Group
• Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings.
• Across our brands and business, we help travelers explore the world with confidence and ease.
• Important notice
• Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams.
• Never share sensitive personal information unless you are confident of the recipient.
• Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact.
• Our email domain is @expediagroup.com.
• The official place to find and apply for roles is https://careers.expediagroup.com/jobs/ .
• Equal Opportunity
• Expedia is committed to creating an inclusive work environment with a diverse workforce.
• All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

Additional role details

• As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.
• Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy.
• Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work.
• Join us and build for travelers everywhere.
• Team &