We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

The Manager, Consumer Insights & Research is an exciting role responsible for developing and delivering insights on the Travel & Leisure customer and associate to internal stakeholders at all levels in the organization.  The ideal candidate will have the ability to think strategically about complex product and market conditions and provide excellent customer service to internal clients.  The agility to dive deep into technical research and analysis, as well as zoom out to develop a story and pertinent recommendations is critical.  Insights developed by the person in this role will shape and inform business decisions that will improve the customer experience and business outcomes.  This role collaborates with internal and external resources in a matrixed environment.  The successful manager will align consumer insights projects and VOC programs with the organization’s broader goals and priorities, providing the 'voice of the consumer' for critical decision-making processes.  

How You'll Shine:

• Deliver actionable insights: Tackle each research project with a well-thought out plan, execute to deliver high-quality insights to stakeholders in a timely fashion, and work with business partners to implement changes (as needed) and measure success
• Inspire others: Foster consumer-driven decision-making throughout the organization. Drive impactful change through insightful data, compelling storytelling, strong relationships, and cross-functional alignment
• Drive results: Understand both our customers and our business thoroughly. This enables you to deliver essential insights that are seamlessly integrated with actionable recommendations tailored to our complex consumer and business landscape.  We are a function known for curiosity, creativity, innovation, objectivity, actionable storytelling, technical excellence, strategic thinking, and a passion for change
• Use consumer insights to inform some or all of the following:
  • market sizing, consumer segmentation, demand, and design efforts for new brand, product, benefit, or partnership development
  • wins and opportunities in customer experience delivery from VOC program data
  • brand equity KPI tracking and industry trends and benchmarks
  • senior leader, investor, or public relations information requests
• Manage ongoing Voice of the Customer (VOC) survey processes (e.g. Post Tour, Post Stay, After Call, Digital Experience, Club Relationship), including survey updates, survey health tracking, issue resolution, dashboard creation and updates, user role design, platform training, and stakeholder communication
• Conduct end-to-end custom qualitative and quantitative research projects, including questionnaire design, survey programming and testing, technical design and coordination of invitation process, dashboard programming, data cleaning and analysis, report build with compelling and cohesive storytelling, and presentations to stakeholders
• Ability to connect consumer insights data to operational or third-party data (e.g. MRI) to extend the value of survey data and integrate with other platforms (e.g. Salesforce).  This may involve leading technical or data teams in platform, report, or process design
• Evaluate new technical tools to evolve Consumer Insights capability at Travel + Leisure Co.
• Carefully manage external vendors and consultants to efficiently produce deliverables that are best in class, on-time, and within budget.

Travel Requirements

Minimal travel required (10% or less).

What You'll Bring:

• BS or BA degree (Business, Marketing, Statistics, Research, Psychology)
• Understanding of the timeshare and hospitality industry is preferred but not required.
• Experience working on cross functional projects, demonstrating strong collaboration and leadership.
• Strong project management skills with high structure orientation.
• Demonstrated strong critical thinking skills.
• Must be able to communicate effectively and build solid relationships with individuals at all levels, in multiple geographies and business functions.
• Excellent oral and written communication skills and exceptional interpersonal skills.  Able to explain and translate complex concepts into meaningful insights and action for the business in oral and written forms.
• Strong presentation skills, ability to communicate decisions and recommendations to senior management in a clear and concise manner.
• Highly proficient knowledge in all Windows applications, including but not limited to, Project, Word, Excel and PowerPoint
• Highly proficient with Qualtrics or other VOC platforms
• Moderate to advanced proficiency of SPSS, r, or Displayr
• Familiarity with knowledge management platforms
• 7+ years of experience in consumer insights, business strategy, or related areas
• Experience managing multiple projects and meeting deadlines
• Strong presentation and meeting facilitation skills
• list the minimum number of years required to perform the work outlined above, plus type/level of previous experience)

Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

How You'll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Travel + Leisure Co. benefits include:

Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.