Customer Data & Insights Manager

Expedia; Greater London; Hybrid; GBP 80,000 - 120,000; Full time

Job summary

Expedia Group is seeking a Customer Data & Insights Manager to own CRM performance reporting, dashboards, and actionable insights. You will partner with Marketing, Finance, Product, and Data teams to translate data into strategies that improve customer value and business outcomes.

The role blends hands-on analysis with executive storytelling, building scalable measurement solutions and influencing investment decisions across CRM and customer performance.

Qualifications

• 6+ years of experience in CRM, marketing, customer, commercial, or performance analytics.
• Strong SQL skills and ability to work with large, complex datasets.
• Proven ability to create executive-ready presentations that support decision-making.
• Experience measuring CRM, customer, marketing, or trading performance with attribution/forecasting/experimentation.

Responsibilities

• Independently own reporting, dashboards, performance insights, and recommendations across CRM and customer performance.
• Lead analyses to identify performance drivers, quantify opportunities, and translate findings into actionable recommendations for CRM and stakeholders.
• Strengthen measurement frameworks with KPIs, forecasting models, experiments, and optimization strategies.
• Build and evolve trusted dashboards and executive presentations by integrating data sources and improving data quality.
• Partner with stakeholders to frame questions, validate assumptions, and align on business performance.
• Connect customer and campaign performance trends to broader business objectives, guiding decisions and investments.
• Translate complex findings into concise narratives for analysts and senior leaders.
• Identify opportunities to improve reporting processes and AI-enabled workflows to accelerate insights.

Skills

SQL

Excel

Dashboard reporting

Data storytelling

Stakeholder management

Education

Bachelor's or Master's in Analytics/Statistics/Economics/Mathematics/Business

Tools

Claude or similar AI tools

Job description

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business. Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

Customer Data & Insights Manager

We create and deliver highly relevant customer experiences that strengthen relationships between travelers and Expedia Group's brands. By connecting customer, campaign, and commercial performance data, we help teams make smarter decisions, improve member engagement, and drive sustainable business growth. We are looking for a Customer Data & Insights Manager to help shape how CRM performance and customer value are measured, understood, and acted upon across Expedia Group. Data has become more than a reporting function. It is a strategic capability that enables better customer experiences, stronger commercial outcomes, and more informed investment decisions. Our CRM Planning & Performance team sits at the intersection of marketing, customer strategy, analytics, and commercial performance. Working across CRM, Marketing, Finance, Product, Data, and business teams, you will transform complex information into actionable insights that influence strategy and decision-making. You will connect detailed analysis to the broader business context, helping leaders understand what is driving performance, where opportunities exist, and what actions should come next. This role is ideal for someone who enjoys moving between hands‑on analysis and executive-level storytelling. You will independently own reporting, dashboards, performance insights, and recommendations while helping create greater visibility and accountability across CRM and customer performance.

Responsibilities

• You will independently own reporting, dashboards, performance insights, and recommendations while helping create greater visibility and accountability across CRM and customer performance.
• In this role, you will Own reporting, performance measurement, and insight generation across CRM, lifecycle communications, customer behavior, member engagement, and marketing effectiveness.
• Lead deep‑dive analyses that identify performance drivers, quantify opportunities, uncover risks, and translate findings into clear recommendations for CRM and commercial stakeholders.
• Strengthen measurement frameworks by developing KPIs, attribution methodologies, forecasting models, experimentation approaches, and optimization strategies that improve decision‑making.
• Build and evolve trusted dashboards, reports, and executive presentations by integrating multiple data sources and improving data quality, consistency, and accessibility.
• Partner with technical and non‑technical stakeholders to frame analytical questions, validate assumptions, resolve data challenges, and establish a shared understanding of business performance.
• Connect customer, campaign, and commercial performance trends to broader business objectives, helping leaders prioritize actions and investments.
• Simplify complex findings into compelling narratives tailored for analysts, practitioners, senior leaders, and commercial audiences.
• Identify opportunities to improve reporting processes, analytical capabilities, and AI‑enabled workflows that increase the speed and impact of insights across the organization.

Experience and qualifications

• You have 6 or more years of experience in CRM, marketing, customer, commercial, or performance analytics and a proven track record of using data to drive measurable business outcomes.
• You have strong SQL skills and are comfortable working with large, complex datasets; experience leveraging AI‑enabled analytical tools such as Claude or similar technologies is a plus.
• You are highly proficient in Excel or other advanced spreadsheet tools and can create executive‑ready presentations that support strategic decision‑making.
• You have experience measuring CRM, customer, marketing, or trading performance and understand attribution, forecasting, experimentation, and optimization methodologies.
• You can move comfortably between detailed analysis and high‑level business strategy, translating metrics into commercial implications and practical recommendations.
• You have experience building dashboards, reporting frameworks, and scalable measurement solutions that create trust in performance data.
• You communicate clearly and confidently, adapting complex concepts for a variety of audiences while building strong cross‑functional relationships.
• You thrive in ambiguous environments, bringing curiosity, structure, rigor, and a continuous‑improvement mindset to solving business challenges.
• You are an effective storyteller who can transform complex datasets and findings into concise, actionable insights that influence decisions and outcomes.
• Bachelor's or Master's degree in Analytics, Statistics, Economics, Mathematics, Business, Marketing, or a related technical field; or equivalent professional experience.

Accommodation requests

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease. Important notice Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. Equal Opportunity Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age. Expedia Group, Inc. (NASDAQ: EXPE) is the global travel marketplace with one purpose: to help travelers explore the world, one journey at a time. Expedia Group connects travelers, partners, and advertisers through its trusted brands, leading technology, and rich first‑party data, delivering predictive, personalized experiences that shape the future of travel. Expedia Group’s ecosystem includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - the largest B2B travel business, and a premier advertising network. Guided by an experienced and passionate global team, Expedia Group helps millions of travelers in more than 70 countries explore the world with confidence and ease.

Equal Opportunity

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.