Sr. Manager, Enterprise Research & Analytics

Job description

Position Overview: 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 across Corporate Strategy, Commercial, Membership, Marketing, and Product. This role combines enterprise research leadership with advanced analytical capabilities to help answer the organization's highest-priority customer and business questions. By integrating qualitative research, advanced analytics, predictive modeling, and commercial performance data, the Senior Manager develops actionable insights and recommendations that support strategic decision-making, enhance customer experience, and drive business growth. Working closely with cross-functional stakeholders, the Senior Manager partners across the organization to frame business questions, translate complex customer, market, and performance data into actionable insights, and build enterprise understanding of customers, markets, and commercial performance. The role also leads and develops the Customer Research Analyst while promoting consistent research methodologies and analytical rigor. This is a full-time position located in New York City. We offer flexible workplace policies that allow for working remotely 3 days a week and require being in our NYC office 2 days a week (Wednesdays and Thursdays). Key Responsibilities Enterprise Research Strategy & Governance Lead and prioritize the enterprise research agenda across Corporate Strategy, Commercial, Membership, Marketing, and Product, focusing research investments on the organization's highest-priority customer and business questions. Develop and maintain research frameworks, customer measurement systems, and scalable insight products that support faster and more consistent decision-making. 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, ensuring rigor in methodology and execution of complex analyses. Customer Insights & Voice of Customer Lead and manage Voice of Customer (VoC) programs across B2C and B2B audiences, including KPI definition, survey design, measurement frameworks, and insight generation. Integrate survey, behavioral, transactional, operational, and market data to develop a holistic understanding of customers and commercial performance. Develop and manage closed-loop feedback processes to help ensure insights drive prioritized actions and measurable improvements in customer experience and business performance. Translate customer insights into actionable recommendations that support business decision-making. Advanced Research & Analytics Lead end-to-end custom research and analytics initiatives, including study design, analytical approach, vendor management, analysis, and delivery of insights. Apply qualitative, quantitative, and mixed-method research approaches to address complex customer and business 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, to measure business impact. Evaluate and apply AI and machine learning techniques to improve research efficiency and predictive capabilities. Strategic Partnership & Business Insights Partner with senior stakeholders to frame business problems, define hypotheses, and apply research and analytical insights to strategic initiatives. Translate complex customer, market, and performance data into clear, actionable insights and business recommendations. Partner with Business Intelligence and Data teams to connect customer insights with performance data and develop a broader understanding of business outcomes and drivers. Partner with Data and IT teams to support the integration of customer data sources into enterprise data solutions. Leadership & Team Development Lead and develop the Customer Research Analyst through coaching, mentorship, and ongoing development. Provide guidance on qualitative and quantitative research methodologies to support consistency and methodological rigor across research initiatives. Provide coaching, mentorship, and guidance to team members to support collaboration and professional development Qualifications & Experience Bachelor's degree or equivalent combination of education and experience. 7+ years of experience in customer insights, market research, analytics, or a related field, including 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 to support business decision-making. Advanced knowledge of qualitative, quantitative, and mixed-method research methodologies, including survey design, segmentation, conjoint analysis, statistical testing, and experimental design. Strong analytical and statistical capabilities, including predictive modeling, regression analysis, clustering, driver analysis, forecasting, causal analysis, and experimentation (A/B testing and quasi-experimental analysis). Proficiency in Python and/or R and strong SQL skills, with experience querying, integrating, and analyzing large transactional, behavioral, CRM, and operational datasets. Experience with Qualtrics or a comparable enterprise research platform and proficiency with Tableau, Power BI, Excel, and PowerPoint. Experience applying AI and machine learning techniques to improve research efficiency, automate analysis, and enhance predictive capabilities. Excellent analytical, communication, and stakeholder management skills, with the ability to translate complex data into clear, actionable business recommendations. Compensation: The pay range is $118,000 - $135,000 annually. Actual salary is determined by individual candidate's skills, experience, and location. Target Annual Incentive bonus: 10% Benefits: The Leading Hotels of the World fosters a high-performance culture and generously rewards its employees for their contributions. Here is just a preview of the benefits we offer: 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 that supports and encourages our employees’ passion for travel Unlimited access to financial advisors Collaborative and inclusive work environment About The Leading Hotels Of The World, Ltd. (LHW) Comprised of more than 400 hotels in over 80 countries, LHW is the largest collection of independent luxury hotels. In 1928, 38 independent hoteliers came together to create LHW. Since then, the Company has carefully curated distinctive hotels, resorts, inns, chalets, villas, and safari camps from the snow-capped Alps of Europe to the African veldt, to share them with adventurous souls who seek the remarkably uncommon. 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. From converted former palaces, and countryside retreats run by the same families for generations, to gleaming skyscrapers in dynamic urban centers, serene private island escapes, glamorous tented camps - and beyond - explore, find inspiration, and experience unforgettable travel moments. For more information visit: , Facebook at @LeadingHotels, Twitter at @LeadingHotels and Instagram @leadinghotelsoftheworld 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.