Expedia, Inc.
Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.
Why Join Us?
To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.
We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.
Senior Analyst, Customer Advocacy
Introduction to team: Customer Advocacy empowers Product teams with a 360° view of the customer experience—across both Partner and Traveler journeys. We champion the voice of the customer by elevating data-informed, cross-journey pain points to shift understanding and inspire confident action. Our mission is to support high-quality experiences through integrated thinking and holistic improvements that resonate across Expedia Group. In this role you will: Lead and scale journey health frameworks across Partner and Traveler experiences, enhancing visualization through tools like Jira, Quantum Metric, and journey mapping platforms.
Drive tool adoption and process improvements to make customer journeys measurable and actionable, while
maintaining
taxonomy alignment across feedback channels.
Synthesize feedback from surveys, behavioral data, service contacts, and reviews into actionable insights that inform product decisions.
Manage a prioritized backlog of customer pain points in JIRA and embed them into quarterly planning cycles.
Enable teams to visualize and act on friction points, supporting a culture shift toward unified Partner and Traveler pain point management.
Coordinate and deliver cross-functional projects, using data to
eliminate
ambiguity and focus on high-impact problems.
Communicate progress and celebrate wins through clear stakeholder updates via Slack, email, and newsletters.
Effectively manage timelines, competing priorities, and project dependencies to ensure smooth execution of initiatives.
Experience and qualifications: You have 2+ years of experience with a
Bachelor's
degree, or 0-2 years with a
Master’s degree in operations
, customer experience (CX), program management, or a related
applicable experience.
You’ve
demonstrated
the ability to
identify
customer needs and translate them into cross-functional actions.
You understand customer journey frameworks and pain point identification methods that drive action.
You are proficient in journey visualization and collaboration tools such as Miro, journey mapping platforms, PowerPoint, and Excel.
You have
strong
knowledge of JIRA, and experience with SQL and Tableau is a plus.
You excel at storytelling and communication, tailoring complex information for diverse audiences.
You think analytically and solve problems with a structured, data-driven approach.
You collaborate effectively across silos, build strong relationships, and influence without authority.
You bring a customer-first mindset with a bias for action.
You thrive in fast-paced environments and adapt quickly to change.
You are motivated by continuous improvement and delivering measurable impact.
E
xpedia Group is proud to offer a wide range of benefits to support employees and their families, including
medical/dental/vision,
paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.
View our full list of benefits
. The total cash range for this position in Seattle is $82,500.00 to $115,500.00. Employees in this role have the potential to increase their pay up to $132,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future. Expedia Group is proud to offer a wide range of benefits to support employees and their families, including
medical/dental/vision,
paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (
IATAN
) membership.
View our full list of benefits
. Accommodation requests If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the
Accommodation Request . We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others. Expedia Group's family of brands includes: Brand Expedia, Hotels.com, Expedia Partner Solutions, Vrbo, trivago, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia Group Media Solutions, Expedia Local Expert, CarRentals.com, and Expedia Cruises.
2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50 Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is
careers.expediagroup.com/jobs
. Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization. #J-18808-Ljbffr
Introduction to team: Customer Advocacy empowers Product teams with a 360° view of the customer experience—across both Partner and Traveler journeys. We champion the voice of the customer by elevating data-informed, cross-journey pain points to shift understanding and inspire confident action. Our mission is to support high-quality experiences through integrated thinking and holistic improvements that resonate across Expedia Group. In this role you will: Lead and scale journey health frameworks across Partner and Traveler experiences, enhancing visualization through tools like Jira, Quantum Metric, and journey mapping platforms.
Drive tool adoption and process improvements to make customer journeys measurable and actionable, while
maintaining
taxonomy alignment across feedback channels.
Synthesize feedback from surveys, behavioral data, service contacts, and reviews into actionable insights that inform product decisions.
Manage a prioritized backlog of customer pain points in JIRA and embed them into quarterly planning cycles.
Enable teams to visualize and act on friction points, supporting a culture shift toward unified Partner and Traveler pain point management.
Coordinate and deliver cross-functional projects, using data to
eliminate
ambiguity and focus on high-impact problems.
Communicate progress and celebrate wins through clear stakeholder updates via Slack, email, and newsletters.
Effectively manage timelines, competing priorities, and project dependencies to ensure smooth execution of initiatives.
Experience and qualifications: You have 2+ years of experience with a
Bachelor's
degree, or 0-2 years with a
Master’s degree in operations
, customer experience (CX), program management, or a related
applicable experience.
You’ve
demonstrated
the ability to
identify
customer needs and translate them into cross-functional actions.
You understand customer journey frameworks and pain point identification methods that drive action.
You are proficient in journey visualization and collaboration tools such as Miro, journey mapping platforms, PowerPoint, and Excel.
You have
strong
knowledge of JIRA, and experience with SQL and Tableau is a plus.
You excel at storytelling and communication, tailoring complex information for diverse audiences.
You think analytically and solve problems with a structured, data-driven approach.
You collaborate effectively across silos, build strong relationships, and influence without authority.
You bring a customer-first mindset with a bias for action.
You thrive in fast-paced environments and adapt quickly to change.
You are motivated by continuous improvement and delivering measurable impact.
E
xpedia Group is proud to offer a wide range of benefits to support employees and their families, including
medical/dental/vision,
paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.
View our full list of benefits
. The total cash range for this position in Seattle is $82,500.00 to $115,500.00. Employees in this role have the potential to increase their pay up to $132,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future. Expedia Group is proud to offer a wide range of benefits to support employees and their families, including
medical/dental/vision,
paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (
IATAN
) membership.
View our full list of benefits
. Accommodation requests If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the
Accommodation Request . We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others. Expedia Group's family of brands includes: Brand Expedia, Hotels.com, Expedia Partner Solutions, Vrbo, trivago, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia Group Media Solutions, Expedia Local Expert, CarRentals.com, and Expedia Cruises.
2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50 Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is
careers.expediagroup.com/jobs
. Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization. #J-18808-Ljbffr