Manager, Customer Insights PMO
***This role is based at our corporate office in McLean, VA***
This is your chance to be part of the next-generation Strategy, Insights, and Analytics team of internal consultants to all teams across Hilton! The team ensures that Hilton’s strategy and customer experience are informed by analytics and customer insights, combining technical talent with industry expertise to guide progress towards Hilton’s goals. As a PMO Manager, you will support Hilton's Customers, Brands, Marketing, Digital, Revenue, and Sales organizations, with special support for the executive leadership team. On the Customer Insights PMO team reporting to the Senior Director of Customer Insights, you will support projects including Hilton's guest experience management solution.
HOW WE WILL SUPPORT YOU
Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to programs and benefits such as:
- Go Hilton travel program: 100 nights of discounted travel with room rates as low as $40/night
- Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
- Paid parental leave for eligible Team Members, including partners and adoptive parents
- Mental health resources including free counseling through our Employee Assistance Program
- Paid Time Off (PTO)
- Learn more about the rest of our benefits
At Hilton, we believe every Team Member is a leader. We are committed to offering leadership development opportunities and programs through every step of a Team Member’s career journey and at every level, both in our hotels and across corporate.
**Available benefits may vary depending upon terms and conditions of employment and are subject to the terms and conditions of the plans.
HOW YOU WILL MAKE AN IMPACT
Your role is important and below are some of the fundamental job duties that make your work unique.
What your day-to-day will be like:
- Develop training programs and support materials to help increase adoption and self-service of the Voice of Customer (VOC) program.
- Ensure the successful adoption of the VOC platform across teams by providing ongoing support, guidance, and resources.
- Develop project timelines, leadership communications, and status update materials to support the VOC program, initiatives, and platform enhancements.
- Manage the relationship with the VOC platform user support team to ensure end-users are receiving quality responses promptly.
How you will collaborate with others:
- Manage relationships with our Customer Insights vendors, including our primary VOC platform.
- Work with the VOC product team to gather requirements, develop and maintain a product roadmap, and implement enhancements to the VOC platform.
- Partner with communications to ensure updates, enhancements, and outages are communicated.
What projects you will take ownership of:
- Manage initiatives that enhance Hilton’s VOC program, including streamlining processes and implementing new tools or platform enhancements to improve the guest experience.
- Lead the execution of important updates or enhancements to the guest experience management platform.
- Expand Hilton's customer listening program by leading initiatives to integrate new feedback channels and enhance data collection methods.
WHY YOU'LL BE A GREAT FIT
You have these minimum qualifications:
- Five (5) years of professional work experience
- Proven project management experience, including managing timelines, deliverables, and project teams
- Experience working in a large, matrixed organization
- Ability to work a hybrid schedule from McLean, VA
- Proven proficiency with the Microsoft Office suite of tools
It would be useful if you have:
- Bachelor’s Degree
- Experience with Voice of the Customer (VOC) or Customer Insights program
- Experience working with internal technology teams and external vendors
- Familiarity with guest experience management platforms or similar tools (e.g., Qualtrics or Medallia)
WHAT IT IS LIKE WORKING FOR HILTON
Hilton, the #1 World's Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World’s Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!
It is the policy of Hilton to employ qualified persons without regard to color, race, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medication conditions), gender identity or gender expression, sexual orientation, marital status, military service, status as a protected veteran, disability, protected medical condition as defined by applicable law, genetic information, or any other protected group status as defined by and subject to applicable federal, state and local laws.
We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law. Please contact us if you require an accommodation during the application process.