Senior Manager - Customer Insights and Digital Analytics: Shaping the Future of Digital Customer Experience at blithequark

Unlock Your Potential as a Leader in Digital Analytics and Customer Insights

At blithequark, we empower our colleagues to drive progress and create meaningful careers. As a global and diverse community, we are committed to backing our customers, communities, and each other. Our unique culture fosters growth, innovation, and collaboration, making us an exciting place to build your career.

The Global Digital Customer Experience (DCX) organization is a strategic focus area for growth within Travel and Lifestyle Services at blithequark. We continue to invest in transforming and optimizing our digital proposition and capabilities. As a Senior Manager - Customer Insights and Digital Analytics, you will play a critical role in shaping the continued strategy for the Digital Customer Experience team.

About the Role

Reporting to the Director, Digital Customer Engagement, you will lead the way in analyzing customer engagement and measuring performance through Digital Analytics tools such as Adobe Analytics. You will also report on Customer Insights drawn from extensive UX Research, Competitive Analysis, and Customer Satisfaction survey analysis. This role requires a unique blend of analytical, strategic, relationship, and presentation skills.

Key Responsibilities

• Drive improvements in the customer journey by gathering and analyzing customer feedback and website/marketing metrics, and share key learnings with the Product, Technology, Marketing, and Partnerships teams as well as Senior Leadership.
• Manage and optimize the use of onsite analytics tools (primarily Adobe Analytics).
• Define and direct the website's test and learn strategy, with a focus on A/B testing, to evaluate the performance of new features and functionality on the website.
• Play an ongoing role as the point-person for ad hoc business analysis, including evaluating continuous enhancements, measuring the impact of marketing campaigns, and interpreting customer sentiment.
• Create impactful reports, dashboards, and decks and confidently communicate/present to audiences at all levels of the business.
• Lead two full-time direct reports, one focused on Digital Analytics and the other on gathering Customer Insights through internal/external qualitative and quantitative research.

Essential Qualifications

To succeed in this role, you should possess:

• A well-developed analytical skill set and excellent problem-solving skills, with proficiency in Excel.
• Experience with Adobe Analytics (strongly preferred).
• The ability to manage and prioritize multiple activities, workloads, and objectives.
• The capacity to develop and maintain collaborative relationships with product, marketing, and technology partners.
• A proven track record of driving results in a fast-paced, multi-dimensional environment.
• Effective interpersonal, communication, and presentation skills.

Preferred Qualifications

While not essential, the following qualifications will be considered a plus:

• Experience in a similar role within a digital customer experience or e-commerce environment.
• Knowledge of UX Research principles and methodologies.
• Familiarity with other digital analytics tools and technologies.

What We Offer

At blithequark, we back our colleagues with a comprehensive benefits package that supports their holistic well-being. This includes:

• Competitive base salaries.
• Bonus incentives.
• A 6% Company Match on retirement savings plans.
• Free financial coaching and financial well-being support.
• Comprehensive medical, dental, vision, life insurance, and disability benefits.
• A flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need.
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption, or surrogacy.
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location).
• Free and confidential counseling support through our Healthy Minds program.
• Career development and training opportunities.

Career Growth and Development

As a Senior Manager - Customer Insights and Digital Analytics at blithequark, you will have the opportunity to grow and develop your skills in a dynamic and fast-paced environment. You will be part of a team that is shaping the future of digital customer experience and will have the chance to work on exciting projects and initiatives.

Our flexible working model, Amex Flex, provides greater flexibility to colleagues while preserving the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days), or fully virtually.

Our Culture and Values

At blithequark, we are committed to creating an environment where everyone is seen, heard, and feels like they belong. We strive to uphold our company values and powerful backing promise to provide the world's best customer experience every day. We do this with the utmost integrity and a commitment to our colleagues' well-being.

We are an equal opportunity employer and make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Join Us

If you are a motivated and experienced professional looking to drive growth and innovation in digital customer experience, we encourage you to apply for this exciting opportunity. As a Senior Manager - Customer Insights and Digital Analytics at blithequark, you will be part of a team that is shaping the future of our business and creating a better experience for our customers.

To be considered for this role, you must be eligible to work with blithequark in the U.S. without visa sponsorship.

We look forward to receiving your application and discussing this opportunity further.