Director, Customer & Communities Insights

Role Summary

The 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 Experience

Required:

• 4-year degree from an accredited college or university
• 8+ of professional experience, demonstrating progressive growth and performance in consumer insights or market research
• Demonstrated expertise in qualitative and quantitative customer research methods
• Experience translating business challenges into research objectives and actionable recommendations
• Experience leading cross-functional research initiatives involving multiple stakeholders
• Experience leading international/multi-market primary research projects
• Experience managing vendors, research platforms, and contracts with minimal supervision
• Ability to synthesize large sets of complex data into concise, executive ready recommendations

Preferred

• Experience managing online insight communities
• Experience with research platforms like Qualtrics, Alchemer, Fuel Cycle, Decipher, and AI moderation platforms
• Knowledge of research governance, privacy, compliance, and responsible data use practices
• Master's degree in a research-related discipline

Core Work Activities

• Lead Marriott International's agile customer research capability, including a global member insight community and other fast-turn research tools
• Serve as a strategic research consultant to stakeholders by clarifying business questions, decision needs, timing, and the most appropriate insight approach
• Design and execute qualitative and quantitative studies that balance speed, rigor, audience fit, budget, and business relevance
• Manage research execution from intake and prioritization through sampling, programming, fielding, quality control, analysis, and delivery
• Own 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 deliverables
• Build and maintain strong stakeholder relationships to ensure insights are proactively integrated into their workstreams
• Apply research governance, privacy, compliance, and responsible-use standards across studies, especially for sensitive topics, regional audiences, or personal data
• Manage research platforms, vendors, contracts, documentation, and process improvements that support efficient, scalable, and high-quality insight delivery
• Provide expertise on research, industry trends, and customer behavior
• Provide guidance and a perspective on how historical research can be applied to a current business question
• Generate and provide accurate and timely results in the form of reports and presentations

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 Headquarters (HQ) supports a hybrid work environment that helps associates Be Connected. HQ based roles are generally hybrid and require regular in-office presence at the assigned location, including for candidates who live within commuting distance of HQ for a role listed as remote. Remote roles will be clearly identified in the job posting.