Sr. Manager, Enterprise Research & Analytics

About the Role

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.

This is a full-time position located in New York City with flexible workplace policies allowing for remote work 3 days a week and in-office presence 2 days a week (Wednesdays and Thursdays).

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 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.

Requirements

• 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.

Pay

The pay range is $118,000 - $135,000 per year and is determined by individual candidate's skills, experience, and location. Target Annual Incentive bonus: 10%.

Benefits

• 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 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 with 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.