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Marriott Senior Manager, Digital Customer Experience Analytics in Topeka, Kansas

Job Number 22192824

Job Category Sales & Marketing

Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States

Schedule Full-Time

Located Remotely? Y

Relocation? N

Position Type Management


The Sr. Manager, Digital Customer Experience Analytics provides analytical support to the On-Site Digital & Mobile Products organization, and evaluates the performance to inform product direction. We are looking for an experienced Analytics leader, with a unique combination of analytical, technical and leadership skills to implement our digital analytics solutions. In this role, you will provide digital analytics support to our Digital on-site products’ managers and developers. You will provide thought leadership on how to leverage digital analytics and adobe data to drive better decisions across the company. An ideal candidate should have strong consultative and relationship management skills. The Sr. Manager operates with considerable independence, develops analytics strategies and roadmap to deliver insights and knowledge for action, while managing multiple competing priorities and stakeholders. The Sr. Manager should have a passion for how data can drive product strategy and better product decisions as well as maintain a vision for how to leverage data to tell a story. This position is part of the broader Global Insight, Strategy + Analytics team, which is charged with developing and utilizing state-of-the-art analytic approaches to generate business intelligence about customer attitudes and behaviors across all customer-facing touch points along the B2C and B2B customer journeys.


Education and Experience Required

  • 4-year degree from an accredited university in Computer Science, Information Technology, Engineering, Operations Research, Business or Math or other quantitative discipline.

  • 4+ years’ experience in product, customer, or other related analytics fields, demonstrating progressive career growth and a pattern of exceptional performance

  • Experience gathering data with SQL, and visualizing outputs in Tableau

Education and Experience Preferred

  • Advanced degree in operations research, applied mathematics, statistics, economics, business analytics, engineering etc.

  • Strong data analysis skills and experience required, including querying and manipulation of billions of records of data, independently structuring analysis and synthesizing large volumes of complex information from multiple sources, synthesizing insights into stellar visualizations, and applying strong knowledge of data modeling and statistical analysis techniques

  • Experience with Adobe Analytics/Google Analytics/Tag management systems

  • Familiarity with A/B testing concepts and analysis

  • Solid understanding and experience of statistical methods with regards to study design and analysis

  • Demonstrated ability to communicate effectively with associates having business or technical backgrounds

  • Demonstrated ability to articulate clearly and present complex issues to associates at all organizational levels


Lead On-site Products Analytics

  • Serve as the primary point of contact to our Product Managers and Developers on any data and reporting questions. Work closely with site tagging and Digital Data Engineering team to define tracking requirement.

  • Design and own effective dashboards & reports to support analytics capabilities and provide insights as well as recommendations for changes.

  • Measure effectiveness of on-site products including Digital Check-in, Mobile Key, Kiosk and Guest Room Entertainment etc. by applying best practices and proposing the right analytical techniques for measuring effectiveness.

  • Partner with Digital On-site product leaders to support their efforts through strategic analysis, tracking performance vs. goals, providing recommendations and insights for future efforts.

  • Develop and present analytical recommendations and actionable insights to disseminate findings and successful practices to key stakeholders. Explain complex analytics to a broad audience with varying levels of technical background and understanding.

  • Support ad hoc analysis as required across the On-site Products leadership team.

Delivering on the Needs of Key Stakeholders

  • Understands and meets the needs of key stakeholders.

  • Provides technical expertise and support to persons inside and outside of the department.

  • 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

  • Manages small software development projects and provides support to larger scale departmental initiatives

  • Responds to, solves, and makes decisions on more complex/non-routine business requests with limited to moderate supervision

  • Provides training and technical guidance to less senior staff, where appropriate, and serving as point-of-contact for problem resolution

  • Supports Data Governance initiatives



  • Adaptability – Maintains performance level under pressure or when experiencing changes or challenges in the workplace.

  • Communication – Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.

  • Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from various sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.

  • Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

  • Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.

Managing Execution

  • Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.

  • Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.

  • Driving for Results - Sets lofty standards of performance for self-and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self-and/or others toward the accomplishment goals; proactively acts and goes beyond what is required.

  • Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

  • Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.

  • Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

  • Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

  • Generating Talent and Organizational Capability

  • Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

  • Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

  • Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

  • Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.

  • Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.

Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

o Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

o Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.

o Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.

o Reading Comprehension – Understands written sentences and paragraphs in work related documents.

o Writing - Communicates effectively in writing as appropriate for the needs of the audience.

Colorado Applicants Only : The salary range for this position is $90,975 to $180,131 annually.

New York City & Westchester County, NY Applicants Only: The salary range for this position is $110,081 to $198,146 annually.

All Locations offer health care benefits, flexible spending accounts, 401(k) plan, accrued paid time off (including sick leave where applicable), life insurance, disability coverage, other life and work wellness benefits and may include incentive compensation. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?