Position Overview
The Senior Manager, 360 Intelligence is a key contributor within Marriott’s Enterprise Data, Analytics & AI organization, responsible for developing an end‑to‑end understanding of the customer journey and translating that understanding into actionable intelligence that improves enterprise performance.
This role supports the identification, measurement, and optimization of customer behaviors across the full lifecycle - spanning acquisition, engagement, booking, stay, and post‑stay - by integrating structured performance data with Voice of Customer (VOC) and other unstructured feedback sources.
Working closely with cross‑functional business stakeholders, Agile Teams, and Data Strategy partners, the Senior Manager pulls through Voice of Customer insights throughout the customer journey, while helping define analytical requirements, surface journey‑stage gaps, and prioritize opportunities to improve conversion, engagement, and customer outcomes. This includes supporting the development and activation of the Customer Listening Center and contributing to initiatives that enhance visibility into the Marketing‑to‑Digital handoff and other critical stages of the customer journey.
By combining analytical expertise with strong business acumen, the Senior Manager ensures that customer strategies are informed by robust insights and aligned with enterprise commercialization priorities.
Requirements & Qualifications
- Bachelor’s degree in Business, Analytics, or related discipline.
- At least 6 years of experience in analytics, customer insights, or business performance roles.
- Experience working with customer lifecycle, engagement, or experience metrics.
- Familiarity with Voice of Customer (VOC) methodologies or customer feedback platforms (e.g. Qualtrics, Medallia) preferred.
- Strong analytical and problem‑solving skills with the ability to synthesize complex data into actionable insights.
- Excellent written and verbal communication skills.
- Ability to collaborate across cross‑functional teams in a matrixed environment
Key Duties & Responsibilities
- Analyze customer behavior across lifecycle stages (e.g., acquisition through retention) to identify trends, performance drivers, and areas of opportunity.
- Support journey mapping initiatives to better understand how customers move between key stages of engagement.
- Integrate structured performance data with Voice of Customer (VOC) inputs and other qualitative feedback sources.
- Collaborate with Agile Teams to define analytical requirements and prioritize work aligned to business needs.
- Help identify gaps in customer journey observability and contribute to initiatives that improve performance visibility across Marketing, Digital, and other touchpoints.
- Support KPI development and measurement frameworks tied to customer experience and commercial outcomes.
- Conduct targeted analyses to inform strategic decision‑making across customer‑facing functions.
- Translate analytical findings into clear insights and actionable recommendations for stakeholders.
- Communicate insights through executive‑ready presentations and data‑driven storytelling.
- Partner with business stakeholders to align analytical priorities with enterprise objectives.
- Manage multiple initiatives simultaneously and prioritize based on expected business impact.
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 UsMarriott 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.
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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/
