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About the Role

We create and deliver highly relevant customer experiences that strengthen relationships between Expedia Group’s brands. By connecting customer, campaign, and commercial performance data, we help teams make smarter decisions, improve member engagement, and drive sustainable business growth. We are looking for a Customer Data & Insights Manager to help shape how CRM performance and customer value are measured, understood, and acted upon across Expedia Group. Data has become more than a reporting function; it is a strategic capability that enables better customer experiences, stronger commercial outcomes, and more informed investment decisions. Our CRM Planning & Performance team sits at the intersection of marketing, customer strategy, analytics, and commercial performance. Working across CRM, Marketing, Finance, Product, Data, and business teams, you will transform complex information into actionable insights that influence strategy and decision-making. You will connect detailed analysis to the broader business context, helping leaders understand what is driving performance, where opportunities exist, and what actions should come next. This role is ideal for someone who enjoys moving between hands-on analysis and executive-level storytelling. You will independently own reporting, dashboards, performance insights, and recommendations while helping create greater visibility and accountability across CRM and customer performance.

Responsibilities

Own reporting, performance measurement, and insight generation across CRM, lifecycle communications, customer behavior, member engagement, and marketing effectiveness
Lead deep-dive analyses that identify performance drivers, quantify opportunities, uncover risks, and translate findings into clear recommendations for CRM and commercial stakeholders
Strengthen measurement frameworks by developing KPIs, attribution methodologies, forecasting models, experimentation approaches, and optimization strategies that improve decision-making
Build and evolve trusted dashboards, reports, and executive presentations by integrating multiple data sources and improving data quality, consistency, and accessibility
Partner with technical and non-technical stakeholders to frame analytical questions, validate assumptions, resolve data challenges, and establish a shared understanding of business performance
Connect customer, campaign, and commercial performance trends to broader business objectives, helping leaders prioritize actions and investments
Simplify complex findings into compelling narratives tailored for analysts, practitioners, senior leaders, and commercial audiences
Identify opportunities to improve reporting processes, analytical capabilities, and AI-enabled workflows that increase the speed and impact of insights across the organization

Requirements

6 or more years of experience in CRM, marketing, customer, commercial, or performance analytics with a proven track record of using data to drive measurable business outcomes
Strong SQL skills and comfort working with large, complex datasets
Highly proficient in Excel or other advanced spreadsheet tools
Experience measuring CRM, customer, marketing, or trading performance
Understanding of attribution, forecasting, experimentation, and optimization methodologies
Ability to move comfortably between detailed analysis and high-level business strategy
Experience building dashboards, reporting frameworks, and scalable measurement solutions
Ability to communicate clearly and confidently, adapting complex concepts for a variety of audiences
Ability to build strong cross-functional relationships
Thrive in ambiguous environments, bringing curiosity, structure, rigor, and a continuous-improvement mindset
Effective storyteller who can transform complex datasets and findings into concise, actionable insights

Skills

SQL
Excel
AI-enabled analytical tools (e.g., Claude)
Data analysis
Reporting
Dashboard creation
Performance measurement
CRM
Marketing effectiveness
Customer behavior analysis
Storytelling
Cross-functional collaboration

Experience Level

6+ years

Education Level

Bachelor's or Master's degree in Analytics, Statistics, Economics, Mathematics, Business, Marketing, or a related technical field; or equivalent professional experience

About the Company

Expedia Group helps travelers explore the world with confidence and ease.
Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings.

Equal Opportunity

Expedia is committed to creating an inclusive work environment with a diverse workforce.
All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.