Director, Customer & Communities Insights

Role Summary

The Director Customer & Communities Insights leads Marriott Internationals agile customer research capability helping business partners quickly understand customer and member perspectives and make informed decisions. This role owns Marriotts 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

• Masters degree in a research-related discipline

Core Work Activities

• Lead Marriott Internationals 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 companys 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