Director Experience Design and New Business Analytics
Employment Type : Full-Time
Posting Date Jan 26, 2021
Job Number 21004247
Job Category Sales & Marketing
Location Marriott International HQ, 10400 Fernwood Road, Bethesda, Maryland, United States VIEW ON MAP
Brand Corporate
Schedule Full-Time
Relocation? N
Position Type Management
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?
JOB SUMMARY
The Director, CX Experience Design and New Business Analytics – plays the key role in instrumenting data collection, measurement, analytics, and KPI frameworks for Marriott’s Experience Design and New Businesss. The Director will partner closely with the Data Science Team , the Design & Innovation team, the Homes and Villas by Marriott International team and a broad cross-functional team to evaluate data, measurement and analysis needs for products, features and experiences that will be built and integrated with multiple external & internal partners and service providers. The Director is responsible for scoping, and then facilitating proper integration, architecture, enablement, analysis, and eventually – data-driven enhancements to products and experiences. He or she will contribute to building road maps, identify and solve for potential roadblocks and dependencies. The Director operates with considerable independence, developing strategies to deliver information and knowledge for action, while managing multiple competing priorities and stakeholders. This position is part of the CX Insights, Strategy & Analytics team, which is charged with developing and utilizing state-of-the-art analytic approaches to generate business intelligence about customer attitudes and behaviors across all customer-facing touch points along the B2C and B2B customer journeys.
CANDIDATE PROFILE
Education and Experience
- 6+ years of professional experience, demonstrating progressive career growth and a pattern of exceptional performance in analytically driven organizations
- Bachelor’s or advanced degree preferably in a quantitative discipline (statistics, engineering, operations research, mathematics, etc.) required.
- MBA or advanced degree in professional studies, operations research, applied mathematics, finance, economics, etc., preferred.
- Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity.
CORE WORK ACTIVITIES
Lead the team to deliver strategic analysis and reporting to drive business & customer value
- Identify, align on, and analyze meaningful KPIs to evaluate and drive performance of CX Experience Design and New Businesses such as HVMI
- Ensure all team outputs are high quality and credible for stakeholder consumption
- Forecast KPIs once baselines have been established
- Deliver insight and provide guidance on strategy based on historical performance & industry best practices
- Define benchmarks to provide stakeholders with the ability to monitor program performance in an actionable way
- Design and coordinate the maintenance of scorecards that measure both program and campaign-level effectiveness
- Synthesize insights and consolidate into a concise and persuasive story in partnership with the Data Science Partner
- Bring a strong technical background/expertise to ensure team outputs are both rigorous and robust yet have the ability to pull back and know how to deliver according to an 80/20 assessment.
Collaborate across the CX Analytics & Data Teams and Business Discipline Teams
- Establish strong working relationships with business discipline stakeholders as well peers within the Insights, Strategy & Analytics team and Data Strategy, Activation & Operations Team.
- Perform complex analytics projects across broad set of stakeholders, clearly aligning on business and data needs, managing expectations, and delivering results in a timely manner.
- Provide business-minded analytics and modeling support, both working well with data and demonstrating strong business acumen
- Demonstrate flexibility for the continuously changing needs and priorities of the business
Managing Responsibilities with Stakeholders
- Develops and maintains effective relationships with both internal and external stakeholders across the organization. Fosters a positive climate to build effective teams that are committed to organizational goals and initiatives.
- Updates stakeholders on key initiative wins and opportunities, responds to concerns, and solicits feedback. Engages leadership to develop and execute action plans to address gaps.
- Assists direct reports with building and maintaining stakeholder relationships as business partnerships.
Leading and Managing Teams
- As needed, hires, develops, and retains diverse talent that makes a strong, positive impact on the organization.
- Creates a team environment that encourages accountability, high standards, and innovation.
- Sets clear organizational goals and expectations for direct reports using the performance review process and holds team accountable for performance.
- Continuously improves team and job structures and ensures clear leadership accountabilities are in place.
- Builds teams with the appropriate mix of talent and skills to drive innovation and performance. Identifies talents of direct reports and assists with their growth and development plans.
- Facilitates regular, ongoing communication in department.
MANAGEMENT COMPETENCIES
Leadership
- Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
- Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of employee decision making and action.
- Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.
- Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
- Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.