Manager, Customer Insights PMO

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.