Manager Guest Experience Feedback Strategy & Analytics
Hotel Brand:
Location: United States, Georgia, Atlanta
Hotel: Corp Atlanta Ravinia, Three Ravinia Drive, Suite 100, 30346
Job number: 154285
Day to Day
- Lead the design and execution of global guest experience feedback initiatives by partnering with marketing, brand, and operations teams to translate strategic objectives into actionable, data-informed projects.
- Drive cross-functional alignment and project delivery by coordinating stakeholders, managing timelines, and ensuring customer insights are integrated into strategic business decisions.
- Develop and deliver compelling communications and storytelling materials that articulate the strategic value and measurable impact of guest feedback initiatives to senior leaders and global audiences.
- Interpret complex customer experience data, uncover trends and insights, and recommend strategic actions grounded in analytics to enhance guest satisfaction & loyalty.
- Oversee the continuous evolution of IHG’s customer experience feedback platforms and methodologies, collaborating with technology partners and internal teams to optimize data collection, reporting, and insight generation capabilities.
What we need from you
- Bachelor’s or Master’s Degree in a relevant field of work or an equivalent combination of education and work-related experience, including 6-8 years progressive work experience in analytics, strategy, consultancy, project management, or Customer Experience (CX) platform management.
- Proven ability to balance strategic thinking with analytical rigor—demonstrated experience in framing business challenges, analyzing data, and translating insights into actionable strategies.
- Strong self-motivation and ability to plan time/priorities with a track record of leading cross-functional initiatives, achieving goals, and thriving in collaborative environments.
- Exceptional communication and storytelling skills, capable of influencing senior leaders and cross-functional stakeholders by connecting data-driven insights to strategic priorities.
- Strong interpersonal skills required to build relationships across business units for collaboration and joint analysis.
- Understanding of hotel industry dynamics and guest customer journey is desirable but not required.
- Experience with Medallia, Qualtrics, or similar Experience Management (XM) platforms is a plus.
Location - Our hybrid work structure is an expectation of three (3) days a week in office. This expectation may be adjusted to evolve with the changing needs of the business.
The salary range for this role is $94,400.00 to $117,800. This role is also eligible for bonus pay. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees.
#LI-AA5
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
Important information:
- The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
- No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
- If you require reasonable accommodation during the application process, please click here.
- IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.
- If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.
