"Alerted.org

Day to Day

+ Lead the design and execution of global guest experience feedback initiatives by partnering with marketing, brand, and operations teams to translate strategic objectives into actionable projects.

+ Drive cross-functional alignment and project delivery by coordinating stakeholders, managing timelines, and ensuring integration of customer insights into business decision-making processes.

+ Develop and deliver compelling communications and storytelling materials that articulate the value and impact of guest feedback strategies to senior leaders and global audiences.

+ Interpret customer experience data, generate insights, and recommend strategic actions that enhance guest satisfaction and loyalty.

+ Oversee the continuous evolution of IHG’s customer experience feedback platforms and methodologies, collaborating with technology partners and internal teams to optimize data collection and reporting capabilities.

What we need from you

+ Bachelor’s or Master’s Degree in a relevant field of work or an equivalent combination of education and work-related experience, including 6-8 years progressive work experience in strategy, consultancy, project management, or Customer Experience (CX) platform management.

+ Demonstrated strategic thinking through a proven ability to analyze data and business issues and draw insight/conclusions.

+ Strong self-motivation and ability to plan time/priorities with proven track record of leading cross-functional initiatives, hitting goals, and succeeding in a team environment.

+ Demonstrated effective verbal and written communication skills for the purpose of providing information & persuading vendors, senior management, and cross-functional stakeholders, including ability to gain credibility with executives and senior leaders in the organization.

+ Strong interpersonal skills required to build relationships across business units for collaboration and joint analysis.

+ Understanding of hotel industry dynamics and guest customer journey is desirable but not required.

+ Experience with Medallia, Qualtrics, or similar Experience Management (XM) platform a plus.

Location - Our hybrid work structure is an expectation of three (3) days a week in office. This expectation may be adjusted to evolve with the changing needs of the business.

The salary range for this role is $94,400.00 to $117,800. This role is also eligible for bonus pay. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees.

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Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

**Important information** :

+ The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

+ No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

+ If you require reasonable accommodation during the application process, please click here .

+ IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.

+ If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.