Director, Customer & Communities Insights

Director, Customer & Communities InsightsThe Director, Customer & Communities Insights, leads Marriott International's agile customer research capability, helping business partners quickly understand customer and member perspectives, and make informed decisions. This role owns Marriott's insight community, while serving as a strategic advisor on the most effective approaches for gathering actionable customer feedback.The Director partners closely with stakeholders across the enterprise to translate business questions into research objectives, design and execute rapid research initiatives, and delivers insights that influence key business decisions. This position balances research rigor with speed, ensuring customer perspectives are integrated into decision making at the pace of business.Education and ExperienceRequired:4-year degree from an accredited college or university8+ of professional experience, demonstrating progressive growth and performance in consumer insights or market researchDemonstrated expertise in qualitative and quantitative customer research methodsExperience translating business challenges into research objectives and actionable recommendationsExperience leading cross-functional research initiatives involving multiple stakeholdersExperience leading international/multi-market primary research projectsExperience managing vendors, research platforms, and contracts with minimal supervisionAbility to synthesize large sets of complex data into concise, executive ready recommendationsPreferredExperience managing online insight communitiesExperience with research platforms like Qualtrics, Alchemer, Fuel Cycle, Decipher, and AI moderation platformsKnowledge of research governance, privacy, compliance, and responsible data use practicesMaster's degree in a research-related disciplineCore Work ActivitiesLead Marriott International's agile customer research capability, including a global member insight community and other fast-turn research toolsServe as a strategic research consultant to stakeholders by clarifying business questions, decision needs, timing, and the most appropriate insight approachDesign and execute qualitative and quantitative studies that balance speed, rigor, audience fit, budget, and business relevanceManage research execution from intake and prioritization through sampling, programming, fielding, quality control, analysis, and deliveryOwn the strategy, operations, and ongoing evolution of the company's customer insight community, including community health, member engagement, activity planning, and subgroup participation.Synthesize customer feedback and research findings into clear themes, implications, recommendations, and executive-ready deliverablesBuild and maintain strong stakeholder relationships to ensure insights are proactively integrated into their workstreamsApply research governance, privacy, compliance, and responsible-use standards across studies, especially for sensitive topics, regional audiences, or personal dataManage research platforms, vendors, contracts, documentation, and process improvements that support efficient, scalable, and high-quality insight deliveryProvide expertise on research, industry trends, and customer behaviorProvide guidance and a perspective on how historical research can be applied to a current business questionGenerate and provide accurate and timely results in the form of reports and presentationsAt Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.

We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.