Role Summary
The Director, Customer & Communities Insights, leads Marriott International’s agile customer research capability, helping business partners quickly understand customer and member perspectives, and make informed decisions. This role owns Marriott’s insight community, while serving as a strategic advisor on the most effective approaches for gathering actionable customer feedback.
The Director partners closely with stakeholders across the enterprise to translate business questions into research objectives, design and execute rapid research initiatives, and delivers insights that influence key business decisions. This position balances research rigor with speed, ensuring customer perspectives are integrated into decision making at the pace of business.
Education and Experience
Required:
- 4-year degree from an accredited college or university
- 8+ of professional experience, demonstrating progressive growth and performance in consumer insights or market research
- Demonstrated expertise in qualitative and quantitative customer research methods
- Experience translating business challenges into research objectives and actionable recommendations
- Experience leading cross-functional research initiatives involving multiple stakeholders
- Experience leading international/multi-market primary research projects
- Experience managing vendors, research platforms, and contracts with minimal supervision
- Ability to synthesize large sets of complex data into concise, executive ready recommendations
Preferred
- Experience managing online insight communities
- Experience with research platforms like Qualtrics, Alchemer, Fuel Cycle, Decipher, and AI moderation platforms
- Knowledge of research governance, privacy, compliance, and responsible data use practices
- Master’s degree in a research-related discipline
Core Work Activities
- Lead Marriott International’s agile customer research capability, including a global member insight community and other fast-turn research tools
- Serve as a strategic research consultant to stakeholders by clarifying business questions, decision needs, timing, and the most appropriate insight approach
- Design and execute qualitative and quantitative studies that balance speed, rigor, audience fit, budget, and business relevance
- Manage research execution from intake and prioritization through sampling, programming, fielding, quality control, analysis, and delivery
- Own the strategy, operations, and ongoing evolution of the company’s customer insight community, including community health, member engagement, activity planning, and subgroup participation.
- Synthesize customer feedback and research findings into clear themes, implications, recommendations, and executive-ready deliverables
- Build and maintain strong stakeholder relationships to ensure insights are proactively integrated into their workstreams
- Apply research governance, privacy, compliance, and responsible-use standards across studies, especially for sensitive topics, regional audiences, or personal data
- Manage research platforms, vendors, contracts, documentation, and process improvements that support efficient, scalable, and high-quality insight delivery
- Provide expertise on research, industry trends, and customer behavior
- Provide guidance and a perspective on how historical research can be applied to a current business question
- Generate and provide accurate and timely results in the form of reports and presentations
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
About UsSkills Required
- 4-year degree from an accredited college or university
- 8+ years of professional experience with progressive growth in consumer insights or market research
- Expertise in qualitative and quantitative customer research methods
- Experience translating business challenges into research objectives and actionable recommendations
- Experience leading cross-functional research initiatives involving multiple stakeholders
- Experience leading international or multi-market primary research projects
- Experience managing vendors, research platforms, and contracts with minimal supervision
- Ability to synthesize complex data into concise, executive-ready recommendations
- Experience managing online insight communities
- Experience with Qualtrics, Alchemer, Fuel Cycle, Decipher, or AI moderation platforms
- Knowledge of research governance, privacy, compliance, and responsible data use practices
- Master’s degree in a research-related discipline
Marriott International Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Marriott International and has not been reviewed or approved by Marriott International .
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Retirement Support — Retirement programs include a 401(k) with a company match and related financial wellness resources seen as competitive. This support is complemented by savings tools that reinforce long-term financial security.
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Healthcare Strength — Health coverage offers flexible medical plans, disability and life insurance, and access to mental health and wellness resources. Short-term disability and basic life coverage are described as included for many full-time hourly roles.
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Wellbeing & Lifestyle Benefits — Travel and lifestyle perks include substantial hotel, food and beverage, spa, retail, and golf discounts for employees and families. Additional programs like tuition assistance and wellness initiatives reinforce non-cash value.
Marriott International Insights
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What We Do
Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of more than 7,500 properties in 30 leading hotel brands spanning 132 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains. Please find more information about Marriott International’s job application process and approved email address domains here: http://www.careers.marriott.com/tips-for-applying/
