Hilton Worldwide - Director of Customer Insights

The Director of Customer Insights for Enterprise Opportunities will work in conjunction with the Senior Director of Customer Insights developing the strategies needed to ensure the enterprise and capitalize on opportunities to increase market share, optimize revenue and reduce costs by acting on qualitative and quantitative marketing research and analysis.

What will it be like to work for this Hilton Worldwide Brand?

Hilton Worldwide is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton Worldwide has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton Worldwide is dedicated to continuing its tradition of providing exceptional guest experiences across its ten global brands, which include Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Hilton Hotels & Resorts, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. The company also manages the world-class guest reward program Hilton HHonors®.

If you appreciate the impact global travel can have on the world and know how to offer an exceptional hospitality experience, you may be just the person we are looking for to work as a Hilton Worldwide Team Member. 

What will I be doing?

The Director of Customer Insights for Enterprise Opportunities will be responsible for the pursuit of enterprise-wide, strategic customer insights that shape corporate strategy and proactively identify opportunities for the company at the macro-level such as identifying, sizing, and profiling high potential markets, audiences, product opportunities, and communication opportunities. The Director will be identify opportunities at a micro-level such as customer-level behavior, expectations, and emerging trends to maximize market share, increase customer loyalty, contribute to growth and profitability. Success requires an entrepreneurial approach to identify potential business opportunities for exploration, designing and executing primary research, building and/or socializing compelling business cases from research results, and effective integration and/or partnership with key stakeholders across multiple levels and/or departments to achieve corporate acceptance, execution, trial and adoption of identified business opportunities. The Director will lead, train and develop the Customer Insights Manager and Senior Analyst.

Other key priorities are listed below:

  • Lead design and execute custom qualitative and quantitative marketing research and analysis, directing the grouping of and assignment of tasks, ensuring optimal allocation of resources and championing the on-time delivery of consumer insights

  • Design and implement best practice methodologies and models for measuring product and marketing incrementally and identify, prioritize high-potential markets, audiences, products, and communication opportunities

  • Manage department budget allocated for identifying market, audience, product communication opportunities and customer behavioral insights research

  • Implement and manage processes and procedures to ensure strategies are carried out in accordance with department and company objectives

  • Provide direction and leadership to the dedicated Customer Insights Manager and Senior Analyst to help set goals and assist in accomplishing research objectives and overall department initiatives

  • Shape enterprise-wide strategies and initiatives by acting as the subject matter and technical expert for all future trends, market, audience, product, communication opportunities and customer behavioral research insights. The Director, Customer Insights must possess a high degree of business and industry acumen with the ability to analyze market data and emerging trends and make compelling and credible recommendations to senior executives

  • Lead the design of new market/audience/product/communication research and customer behavioral insights research as defined by Sr. Director Customer Insights

  • Actively manage the day-to-day responsibilities of the dedicated Customer Insights Manager position and Sr. Analyst position

  • Actively manage vendors, communicating scope of research work, negotiating cost of services and timeline for deliverables, and providing oversight of the quality and timely completion of vendor deliverables

  • Implement and manage departmental processes and procedures to ensure strategies and directives of department are carried out and in accordance with department and company directives

  • Adhere to established methods/protocols for customer research. Implement proper controls to ensure that research projects follow accepted research practices and ethics, analysis is accurate and insights reflect the data, deliverables are provided in a timely manner, and the privacy of guests and respondents are reasonably protected

  • Influence department team members and key stakeholders and contacts in cross-functional areas to accomplish the organization's mission, goals, and objectives through motivation, communication, group dynamics, and leadership

  • Evaluate and streamline business processes to maximize efficiency and effectiveness within the department


What are we looking for?

Since being founded in 1919, Hilton Worldwide has been a leader in the hospitality industry. Today, Hilton Worldwide remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. To fulfill this role successfully, you must possess the following minimum qualifications and experience: 

  • Minimum of seven (7) years of working experience in market research project management and strategic business consulting role

  • Minimum of five (5) years of experience working with presentations on market research, competitive analysis and trend data to Senior Executives

  • Minimum of three (3) years of experience working with Microsoft Office Suite; advanced functionality in Excel and PowerPoint

  • BS/BA Bachelor’s Degree

  • Minimum of seven (7) years of related professional experience

  • Minimum of two (2) years of managerial experience

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

  • Minimum of four (4) years of managerial experience

  • MS/MA Master’s Degree in Social Sciences, Consumer Behaviour, Economics, Business Administration or Marketing with quantitative and/or qualitative research emphasis.

  • Minimum of seven (7) years of experience working in quantitative and/or qualitative research management role and strategic business consulting

  • Experience working with SPSS, SALT, Smith Travel Research data and internal corporate data systems.

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