Director, Customer Insight and Optimization at Parsippany

Job Description

Wyndham Hotel Group, the largest hotel company in the world, has recently created a new eCommerce team. This team will serve as the architects for how all of our brands interact with the digital marketplace.We are looking for a team player who can work effectively in a matrix organization, creating and advocating great customer experiences, including designing, testing, and delivering new functions and features across myriad channels and devices. The eCommerce Director role is a leadership position in the Wyndham Hotel Group, reporting to the Vice President of Online Customer Experience and working closely with business and technology teams, as well as managing outside agency and partner relationships.

Oversee all optimization activities to ensure they are conducted according to documented processes and that appropriate data and metrics are being captured.

Encourage implementation of test and learn culture across the enterprise including internal education and the use of testing technologies.

Proactively identify and communicate issues and opportunities for enhancements and increased conversion.

Serve as voice of the user to provide pertinent supporting evidence and suggestions for an enhanced user experience.

Conduct research on customer needs to help plan upcoming releases.

Manage relationships with outside agencies and other partners.

Job Requirements

BA Required

6+ years of user testing/optimization experience across web, mobile and online marketing channels required

Experience designing and executing user research based on contemporary methodologies

Ability to translate user research findings into root cause assessments and realistic recommendations

Familiarity and experience with current usability trends and practices

Change agent with highly evolved influencing skills

Metrics oriented to identify opportunities and demonstrate success

Great relationship builder to ensure peers are onboard with direction

Experience using multi-variate, survey, user research tools

TeaLeaf experience not required but helpful

Country: USA, State: New Jersey, City: Parsippany, Company: Wyndham Hotel Group.