Marriott International

Senior Manager, 360 Intelligence

Marriott International  •  Bethesda, MD (Hybrid)  •  4 days ago
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Job Description

The Senior Manager, 360 Intelligence is a key contributor within Marriott’s Enterprise Data, Analytics & AI organization, responsible for developing an end‑to‑end understanding of the customer journey and translating that understanding into actionable intelligence that improves enterprise performance.

This role supports the identification, measurement, and optimization of customer behaviors across the full lifecycle - spanning acquisition, engagement, booking, stay, and post‑stay - by integrating structured performance data with Voice of Customer (VOC) and other unstructured feedback sources.

Working closely with cross‑functional business stakeholders, Agile Teams, and Data Strategy partners, the Senior Manager pulls through Voice of Customer insights throughout the customer journey, while helping define analytical requirements, surface journey‑stage gaps, and prioritize opportunities to improve conversion, engagement, and customer outcomes. This includes supporting the development and activation of the Customer Listening Center and contributing to initiatives that enhance visibility into the Marketing‑to‑Digital handoff and other critical stages of the customer journey.

By combining analytical expertise with strong business acumen, the Senior Manager ensures that customer strategies are informed by robust insights and aligned with enterprise commercialization priorities.

Requirements & Qualifications

  • Bachelor’s degree in Business, Analytics, or related discipline.
  • At least 6 years of experience in analytics, customer insights, or business performance roles.
  • Experience working with customer lifecycle, engagement, or experience metrics.
  • Familiarity with Voice of Customer (VOC) methodologies or customer feedback platforms (e.g. Qualtrics, Medallia) preferred.
  • Strong analytical and problem‑solving skills with the ability to synthesize complex data into actionable insights.
  • Excellent written and verbal communication skills.
  • Ability to collaborate across cross‑functional teams in a matrixed environment
Key Duties & Responsibilities
  • Analyze customer behavior across lifecycle stages (e.g., acquisition through retention) to identify trends, performance drivers, and areas of opportunity.
  • Support journey mapping initiatives to better understand how customers move between key stages of engagement.
  • Integrate structured performance data with Voice of Customer (VOC) inputs and other qualitative feedback sources.
  • Collaborate with Agile Teams to define analytical requirements and prioritize work aligned to business needs.
  • Help identify gaps in customer journey observability and contribute to initiatives that improve performance visibility across Marketing, Digital, and other touchpoints.
  • Support KPI development and measurement frameworks tied to customer experience and commercial outcomes.
  • Conduct targeted analyses to inform strategic decision‑making across customer‑facing functions.
  • Translate analytical findings into clear insights and actionable recommendations for stakeholders.
  • Communicate insights through executive‑ready presentations and data‑driven storytelling.
  • Partner with business stakeholders to align analytical priorities with enterprise objectives.
  • Manage multiple initiatives simultaneously and prioritize based on expected business impact.

At 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.


All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.


Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance.

Washington Applicants Only Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually.


Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.
Marriott International

About Marriott International

Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of approximately 9,000 properties across more than 30 leading brands in 141 countries and territories.

Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott.

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.

Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate.

Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains. Please find more information about Marriott International’s job application process and approved email address domains here: http://www.careers.marriott.com/tips-for-applying/

Industry
Travel & Hospitality
Company Size
10,000+ employees
Headquarters
Bethesda, MD
Year Founded
Unknown
Website
marriott.com
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