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About the Role
The Leading Hotels of the World is seeking a Senior Manager, Enterprise Research & Analytics to lead the planning and execution of the company's enterprise research and analytics agenda. This role integrates qualitative research, advanced analytics, and commercial data to provide actionable insights supporting strategic decision-making, customer experience enhancement, and business growth.
Responsibilities
- Lead and prioritize the enterprise research agenda across Corporate Strategy, Commercial, Membership, Marketing, and Product.
- Develop and maintain research frameworks, customer measurement systems, and scalable insight products.
- Develop and maintain research standards, methodologies, and governance practices for qualitative, quantitative, and mixed-method research.
- Serve as the organization's subject matter expert in customer analytics.
- Lead and manage Voice of Customer (VoC) programs across B2C and B2B audiences.
- Integrate survey, behavioral, transactional, operational, and market data for a holistic customer and commercial performance understanding.
- Develop and manage closed-loop feedback processes to ensure insights drive actions and improvements.
- Translate customer insights into actionable recommendations for business decision-making.
- Lead end-to-end custom research and analytics initiatives, including study design, vendor management, analysis, and insight delivery.
- Apply qualitative, quantitative, and mixed-method research approaches to address complex questions.
- Conduct advanced analyses using techniques such as predictive modeling, regression analysis, clustering, driver analysis, forecasting, and causal analysis.
- Design and evaluate experiments, including A/B testing, quasi-experimental analysis, and pilot programs.
- Evaluate and apply AI and machine learning techniques to improve research efficiency and predictive capabilities.
- Partner with senior stakeholders to frame business problems, define hypotheses, and apply insights to strategic initiatives.
- Translate complex data into clear, actionable insights and business recommendations.
- Partner with Business Intelligence and Data teams to connect customer insights with performance data.
- Partner with Data and IT teams to support the integration of customer data sources into enterprise data solutions.
- Lead and develop the Customer Research Analyst through coaching, mentorship, and ongoing development.
- Provide guidance on qualitative and quantitative research methodologies.
- Provide coaching, mentorship, and guidance to team members to support collaboration and professional development.
Requirements
- Bachelor's degree or equivalent combination of education and experience.
- 7+ years of experience in customer insights, market research, analytics, or a related field.
- Experience leading enterprise research programs across multiple business functions.
- Experience leading end-to-end research and analytics initiatives, including study design, vendor management, analysis, and delivery of actionable insights.
- Experience integrating qualitative research, survey data, customer behavior, and commercial performance data.
- Advanced knowledge of qualitative, quantitative, and mixed-method research methodologies.
- Strong analytical and statistical capabilities.
- Proficiency in Python and/or R and strong SQL skills.
- Experience querying, integrating, and analyzing large transactional, behavioral, CRM, and operational datasets.
- Experience with Qualtrics or a comparable enterprise research platform.
- Proficiency with Tableau, Power BI, Excel, and PowerPoint.
- Experience applying AI and machine learning techniques.
- Excellent analytical, communication, and stakeholder management skills.
Skills
- Qualitative research
- Quantitative research
- Mixed-method research
- Survey design
- Segmentation
- Conjoint analysis
- Statistical testing
- Experimental design
- Predictive modeling
- Regression analysis
- Clustering
- Driver analysis
- Forecasting
- Causal analysis
- A/B testing
- Quasi-experimental analysis
- AI
- Machine learning
- Python
- R
- SQL
- Qualtrics
- Tableau
- Power BI
- Excel
- PowerPoint
- Stakeholder management
Location
- New York City
Work Type
- Full-time
- Hybrid
Experience Level
- Senior
Education Level
- Bachelor's degree
Salary/Compensations
- $118,000 - $135,000 per hour
- Target Annual Incentive bonus: 10%
Benefits
- 22 days of Paid Time Off (PTO)
- 11 paid holidays, including birthdays as a floating holiday
- Medical coverage available within the first month
- Health Savings Account (HSA) with Company contribution
- 401(k) company match up to 4% of salary
- Up to $500 for home office setup credit
- Up to $500 travel credit
- Unlimited access to financial advisors
- Collaborative and inclusive work environment
About the Company
- Comprised of more than 400 hotels in over 80 countries, LHW is the largest collection of independent luxury hotels.
- Founded in 1928 by 38 independent hoteliers, the Company has carefully curated distinctive hotels, resorts, inns, chalets, villas, and safari camps.
- The LHW community is filled of exceptional individuals, united by a passion for the surprising discoveries and details that come with every experience.
- LHW’s collection covers the globe and promises a broad range of destinations and uncommon experiences, enhanced by LHW’s tiered guest loyalty program Leaders Club.
Equal Opportunity
- LHW is an equal opportunity employer.
- LHW does not discriminate on the basis of religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information or any other applicable legally protected category.