Customer/Product Insights Manager III

Expedia, Inc.; Gurugram District; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

Expedia Group in Gurgaon is seeking an experienced Customer Insights Manager III to lead the Customer Advocacy Insights portfolio across traveler and partner experiences. You will shape questions, define scope, and drive work from evidence to decision and measurable impact.

You will collaborate with Product, Design, Technology, Operations, and Analytics to turn signals into actionable opportunities, dashboards, and scalable reporting, leveraging AI and SQL.

Qualifications

• 5+ years overall experience.
• 3-4 years leading complex customer/ product insights or analytics workstreams.
• Domain knowledge across travel marketplaces, e-commerce, fintech is a plus.

Responsibilities

• Own the insight portfolio—from customer experience deep dives to strategic workstreams grounded in clear hypotheses.
• Define scope and governance with stakeholders; set RACI, timelines, and cross-functional delivery governance.
• Drive analysis by combining quant and qual data to surface themes and quantify impact.
• Translate findings into actionable, measurable recommendations and leadership-ready readouts.
• Lead and influence cross-functional teams across Product, Design, Tech, Research, Analytics, and Ops.
• Improve the operating model: tooling, taxonomy, governance, and insight repository.
• Scale with AI: use AI-enabled tools and SQL to accelerate discovery while ensuring data quality.

Skills

Analytical thinking

Influencing through storytelling

Cross-functional leadership

Tools

SQL

Job description

## Customer/Product Insights Manager IIIApply: India - Gurgaon: Full time: Posted Today: End Date: October 21, 2026 (12 days left to apply): R-110128At 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.**Team & Role Overview**The Customer Advocacy Insights team brings a holistic, evidence-based view of traveler and partner experience into Product and business decisions — combining customer feedback, experience metrics, service/behavioral data, research, and competitive signals to identify pain points, quantify impact, and improve the end-to-end journey. As an Insight Manager, you'll lead the team's effort to turn traveler and partner signals into clear, actionable insights for Product, Design, Technology, Operations, and business leaders — shaping the questions worth answering, defining scope and approach, and driving work from evidence to decision, action, and measurable impact. You'll operate across the full customer journey and two-sided marketplace, owning ambiguous problem spaces, influencing cross-functionally, and leading through others. You're accountable for the quality and impact of your assigned insight portfolios. **What You'll Do** * Own the insight portfolio — lead customer experience deep dives, recurring insight programs, and strategic workstreams grounded in clear product/business hypotheses, from framing through measurable outcomes.* Define scope & governance — partner with stakeholders early to co-define the problem, success measures, and scope; set RACI, timelines, and governance for cross-functional delivery.* Drive the analysis — set analytical direction, combine quant and qual data sources to surface themes, quantify impact, separate symptoms from root causes, and use journey-management frameworks to connect pain points to the broader experience.* Translate to action — turn findings into clear, measurable recommendations and prioritized opportunities; produce leadership-ready reviews, readouts, briefs, and dashboards.* Lead & influence — run working groups, build trusted partnerships across Product, Design, Tech, Research, Analytics, and Ops; bring the customer voice into roadmap and trade-off decisions, influencing even when the path is unclear.* Improve the operating model — drive improvements to tooling, taxonomy, governance, and the insight repository.* Scale with AI — use AI-enabled tools, SQL, dashboards, and customer analytics to accelerate discovery, while setting standards for validation, data quality, and responsible use.**Minimum Qualifications** * 5+ years experience overall; 3-4 years leading complex customer-insights, product-insights, CX, research, analytics, or strategy workstreams* Domain (one or more): travel marketplaces/OTAs/hospitality/airlines; e-commerce and digital marketplaces; fintech, payments, banking, or servicing* Tools: SQL or equivalent querying* Skills: analytical thinking, influencing through storytelling, leading cross-functional work in ambiguous environments **Preferred Qualifications** * Hands-on experience with journey-mapping or service-design tools, dashboards, experimentation or behavioral analytics tools, digital experience platforms, or customer feedback taxonomies* Experience converting customer pain points into product opportunities, Jira initiatives, roadmap inputs, or measurable recommendations* Experience building repeatable reporting, insight frameworks, or self-service tools* Advanced experience with experimentation, behavioral analytics, digital-experience platforms, or customer-feedback taxonomies