Marriott International

Director, Customer & Communities Insights

Marriott International$125K — $150K *
Business Services
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 4-year degree from an accredited college or university
  • 8+ years of experience in consumer insights or market research
  • Expertise in both qualitative and quantitative research methods
  • Ability to translate business challenges into actionable research objectives
  • Experience leading cross-functional and international research projects
  • Proficient in managing vendors and research platforms with autonomy
  • Skill in synthesizing complex data into executive-ready recommendations

Responsibilities

  • Lead agile customer research initiatives, including a global member insight community
  • Serve as a strategic consultant for stakeholders on research approaches
  • Design and execute fast-paced qualitative and quantitative studies
  • Oversee all aspects of research execution, including quality control
  • Own strategy and operations of the customer insight community, focusing on engagement
  • Synthesize customer feedback into themes and executive recommendations
  • Build strong relationships with stakeholders to integrate insights into business decisions

Benefits

  • Opportunities for professional growth and development
  • Collaborative and inclusive work culture
  • Access to cutting-edge research tools and platforms
  • Engagement with a diverse global customer base
  • Flexibility in research methodologies and approaches
Full Job Description
Job Description

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

About Marriott International

Marriott International is a hospitality company with more than 3,900 properties around the world. Marriot International opened its first hotel in 1957 and operates franchises worldwide. The company’s headquarters is based in Maryland and employees nearly 200,000 people worldwide.   The company was founded by J. Willard and Alice Marriott in 1927 by opening a root beer stand in Washington D.C.

Marriott International Careers

Join the vibrant team at Marriott International, the global leader in hospitality, where career opportunities abound and the potential for growth is limitless. As part of our commitment to innovation and leadership in the industry, we are continuously seeking passionate, creative, and driven individuals to join our diverse team. Work You’ll Do At Marriott International, you will be part of a culture that values diversity, leadership, and professional development. Engage in meaningful work that enhances the travel experience of each guest while fostering a positive environment where all team members can thrive. Our team at Marriott International leads the way in delivering exceptional service and innovative hospitality solutions. With a variety of job opportunities ranging from front-line roles to executive positions, you can find the perfect match for your skills and career ambitions. Marriott International’s commitment to growth and innovation means we are always on the lookout for dynamic professionals to join our team. Whether you are seeking your first job, looking for a challenging leadership role, or aiming to specialize in hospitality management, Marriott offers unparalleled employment opportunities. Internship and Training Programs Kickstart your career with Marriott International’s internship programs. These opportunities provide invaluable industry experience and a chance to develop essential skills in a real-world setting. Interns at Marriott are treated as integral members of the team and are involved in projects that make a tangible impact on the company. In addition to internships, we offer comprehensive diversity training and professional development programs that prepare you for future leadership roles within the company. Our training programs are designed to enhance your capabilities and ensure you are equipped to meet the challenges of the evolving hospitality landscape. Benefits and Career Growth Marriott International believes in rewarding our employees for their dedication and hard work. We offer a competitive benefits package that includes health, vision, and dental insurance, employee discounts, and more. Moreover, we are committed to the professional growth of our employees. Career advancement at Marriott is not just a possibility—it is a priority. Join Our Team Explore the wide range of job opportunities at Marriott International. We are hiring across various departments, including management, customer service, culinary arts, and more. Bring your unique skills and perspective to our team, and help us continue to innovate and lead in the hospitality industry. Networking and Professional Development Stay connected and advance your career through Marriott’s extensive networking opportunities. Our professional community is designed to foster connections that can lead to career advancement and personal growth. Engage with leaders, gain industry insights, and build relationships that will support your career aspirations. Apply Now Ready to take the next step in your career? Search open positions that match your skills and interests on the Marriott Careers page. We look for individuals who are curious, team-oriented, and committed to excellence. Prepare your resume, sharpen your interview skills, and join one of the most respected names in the global hospitality industry. Stay Up to Date Keep informed with the latest career tips, company news, and industry insights from Marriott International. Join our community and discover how you can contribute to the world of hospitality and beyond. Explore job opportunities, embrace professional growth, and become part of a company that values innovation and leadership. At Marriott International, your career journey is just beginning.
Learn more about Marriott International
Size
120,000 employees
Market Cap
$46.5 billion
Industry
Net Income
-$267 million
Founded
1927
5 Year Trend
-2.1%
Revenue
$10.5 billion
NASDAQ

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