Job DescriptionJOB SUMMARYMarriott's Enterprise Voice of Customer (VOC) Team is seeking a strategic and collaborative leader to help shape how we listen to and learn from our guests. As Senior Manager, Guest Voice & Survey Governance, you will play a key role in one of Marriott's most critical customer experience programs, ensuring guest feedback is transformed into actionable insights that drive business decisions across our global portfolio.
In this role, you will help lead the governance, design, and evolution of Marriott's guestVoice program, overseeing survey content, sampling strategy, reporting, and measurement practices. You will partner closely with corporate, continent, and property leaders to ensure the program delivers meaningful insights that improve both the guest experience and business performance.
This role combines customer experience strategy, analytics, and stakeholder influence, requiring a leader who can help the organization translate guest feedback into actionable insights and enterprise-wide decisions.
Reporting to the Director, Guest Voice, you will be part of Marriott's VOC Team, which measures and enables insights across hotels, digital channels, mobile experiences, non-hotel products, and Marriott Bonvoy loyalty programs. This highly visible role offers the opportunity to collaborate with leaders across the company and directly influence how Marriott understands and improves the experiences of millions of guests globally.
CANDIDATE PROFILE Education and Experience Required - Five or more years of professional experience, demonstrating progressive career growth and a pattern of exceptional performance in research-related consulting or voice of the customer programs.
- 4-year degree from an accredited university.
- Extensive expertise with project management for complex programs with competing priorities and cross-functional stakeholders.
- Demonstrated ability to conduct and engage in research with practical applications to business needs.
- Experience working with vendors and managing day-to-day projects and workstreams.
- Experience coordinating with IT/Data/Analytics teams and relationship-building
- Proficiency in creating presentations and documenting workflows and decisions.
Education and Experience Preferred - 4-year degree from an accredited university in a discipline with a rigorous emphasis on consumer research methods and statistics (e.g., psychometrics, consumer marketing research, operations research, economics, statistics, social psychology, consumer psychology).
- Master's or other advanced degree in a research-related discipline.
- Hands-on experience with CX software platforms (Qualtrics, Medallia, etc.).
- Experience with market research and/or VOC programs including managing long-term tracking studies.
- Knowledge of statistics/sampling theory; experience with multivariate techniques.
CORE WORK ACTIVITIES Manage and support requirements for the Guest Voice program, Event Satisfaction program, and related programs that exist to understand the on-property experience of Marriott's customers. - Understand and translate requirements as communicated by stakeholders to design and enhance ongoing research and self-serve reporting for customer experience measurement.
- Manage and monitor health of the program, including troubleshooting, quality control, and sample tracking.
- Manage survey revisions, translations, testing, and reporting updates.
- Lead day-to-day execution of project workstreams and issue resolution with vendors.
- Update and maintain process documentation for the program.
- Coordinate with Global Operations team on the requirements for property use of the Guest Voice program.
- Partner with IT, Global Privacy, and CRM teams to stay compliant with IT security, privacy, and customer contact standards.
- Partner with Data, Analytics, and IT teams on requirements for distribution of Guest Voice data in understandable and actionable formats
Synthesize insights to keep executive leadership connected to the voice of the customer and provide guidance. - Conduct meaningful analysis of Guest Voice and ad hoc add on surveys to address key business questions.
- Collaborate with colleagues across the Enterprise Data, Analytics and AI (D&AI) organization to maintain a comprehensive and coordinated voice of what customer data is telling the business.
- Consult on deliverables, scorecards, and other enterprise-wide insights using Guest Voice as a source.
Delivering on the Needs of Key Stakeholders - Understands and meets the needs of key stakeholders.
- Develops specific goals and plans to prioritize, organize, and accomplish work.
- Determines priorities, schedules, plans and necessary resources to ensure completion of any projects on schedule.
- Collaborates with internal partners and stakeholders to support business/initiative strategies.
- Communicates concepts in a clear and persuasive manner that is easy to understand.
- Generates and provides accurate and timely results in the form of reports, presentations, etc.
- Demonstrates an understanding of business priorities.
Additional Responsibilities - Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person in a timely manner.
- Demonstrates self-confidence, energy, and enthusiasm.
- Informs and/or updates leaders on relevant information in a timely manner.
- Manages time effectively and conducts activities in an organized manner.
- Presents ideas, expectations, and information in a concise, organized manner.
- Uses problem solving methodology for decision making and follow up.
- Performs other reasonable duties as assigned by manager.
