Manager, Consumer/Guest Research Analysis
It’s a powerful feeling, to belong. It’s inspiring people to do more than they thought they could. It’s leading the way by rolling up your sleeves to accomplish a common goal. It’s taking a passion and turning it into your vision. Belonging is what it feels like to work at Marriott. If this sounds like the place for you, join us.
10400 Fernwood Road,Bethesda,MD, 20817 is currently hiring a Manager, Consumer/Guest Research Analysis
The Manager, Consumer/Guest Research Analysis supports efforts to analyze and synthesize data from Marriott Guest Voice and other market research platforms. The Manager works within a team supporting the design of studies, conducting analyses, and developing recommendations for business action, and preparing presentations to distribute findings and recommendations. The Manager is an active research contributor in survey design and analysis, qualitative research design and protocol development, program evaluation, and market research-related efforts leveraging a strong background in survey development and analysis and market research methodology. The Manager leverages his/her deep expertise in survey design, analysis, reporting methodology, and advanced statistical techniques to help the business better understand how certain programs and projects impact customer perceptions and behavior.
Marriott International offers you the opportunity to find the hospitality job and career journey that's right for you. With more than 1100 managed properties and 18 brands you'll find us in your neighborhood and in more than 74 countries across the globe. Find Your World™ at Marriott.
Education and Experience
• 4+ years of professional experience, demonstrating progressive career growth and a pattern of strong performance in research consulting.
• Bachelor’s degree required, preferably in a discipline with a rigorous emphasis on consumer research methods and statistics (e.g. psychometrics, consumer marketing research, operations research, economics, statistics, social psychology, consumer psychology).
• Master’s degree in a research discipline desirable.
• Demonstrated ability to conduct and engage in research with practical applications to business needs.
Key Skills and Experience
• In-depth knowledge of statistics/sampling theory; experience with multivariate techniques preferred
• Experience with advanced SQL Programming and/or Base SAS is highly preferred and will be an operational requirement for this position.
• Experience working on complex research initiatives and programs
• Outstanding consulting, project management, interviewing/facilitation and relationship-building skills
• Highly effective oral/written communication abilities; and excellent presentation skills
• Innovative thinker with keen business view; can balance strategic and financial perspectives
CORE WORK ACTIVITIES
Supporting the design of research studies and analysis of market research data and information to provide stakeholders with reliable research findings and meaningful interpretation of results.
Supports development of survey and interview protocols designed to measure customer perceptions of brand and design concepts.
Conducts statistical analysis of Guest Voice and other market survey data to answer key business questions.
Supports the development and evolution of reporting requirements of Guest Voice data to properties, area leaders, Continent leaders, and Corporate leaders.
•Manages databases and uses advanced statistical techniques to conduct path analysis, regression analysis, leverage structural equation modeling to better understand the linkages between product and service factors that may affect customer attitudes and perceptions and ultimately behavior.
•Works with colleagues across research teams (e.g., Digital, Customer Insight Analytics) to maintain a coordinated voice of what customer data is telling the business.
•Assists with analyses as needed by other teams.
•Educates/aligns staff lodging disciplines to the portfolio/category strategies and brand positioning.
Supports efforts to evaluate vendors that may be used to support Consumer Insights Research as requested.
Supporting key market research studies that are focused on better understanding the guest experience across geographies.
•Supports the work of CI Research Advisors and the CI Survey Governance Team to conduct market research studies, primarily of a survey development and analysis nature.
•Follows reliable and sound approaches to understanding customer issues (e.g., leveraging conjoint techniques, non-intuitive business data) to help support the development of a holistic understanding of customer perspectives and behavior.
•Supports a culture of customer-centric, data-based decisions
•Partners with Data Management and Reporting Team as well as IR to define data infrastructure requirements for Guest Voice reporting.
•Works with stakeholders outside of the Consumer Insights and BMSC area (e.g., Global Operations Services, IR) to sustain and innovate key programs such as Guest Voice and its Event Management equivalent over time.
•Cultivates and manages relationships with cutting-edge vendors and consultants to lift the quality of Research deliverables
Other duties assigned
•Continuously improves department, program, team, and job structures and ensures clear leadership accountabilities are in place.
•Interviews and hires employees.
Manager, Consumer Insights Research - November, 2013 2
•Performs other reasonable duties as required for the position.
MANAGEMENT COMPETENCIES Leadership
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 different 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.
•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 high 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 takes action 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.
•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
•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.
o Consumer Research, Survey development and analysis, Marketing-centered Focus Groups, Research Methods, Multi-variate statistical techniques, Vendor Management and Negotiations.
To submit your application for this job, please go to: https://marriott.taleo.net/careersection/2/jobsearch.ftl?lang=en.
Marriott International is consistently recognized as an employer of choice around the globe by FORTUNE and Working Mother magazines, DiversityInc, Great Places to Work Institute, and the CRF institute among others. Visit our newsroom to learn more: news.marriott.com
Connect and network online with us:
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.