Consumer Insights Manager

Sonesta Hotels

Corporate Consumer Insights Manager leading the Voice of the Customer program at Sonesta. Transforming guest feedback into actionable insights to improve loyalty and satisfaction.

Posted 5/29/2026full-timeNewton • Massachusetts • 🇺🇸 United StatesMid-LevelSenior💰 $100,000 - $120,000 per yearWebsite

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Champion the voice of the guest by leading and enhancing our Voice of the Customer (VoC) program through Qualtrics, ensuring guest feedback is heard, understood, and acted upon.
Translate guest feedback into meaningful insights that uncover consumer behaviors, preferences, and emerging experience trends across the customer journey.
Develop compelling narratives and presentations that help stakeholders understand guest sentiment, brand perception, loyalty drivers, and opportunities to elevate the experience.
Partner closely with hotel operations, marketing, brand, and leadership teams to turn consumer insights into strategic actions and experience improvements.
Identify patterns and themes within guest feedback to inform business decisions, strengthen guest relationships, and support long-term brand growth.
Serve as the primary liaison with Qualtrics to continuously enhance the VoC program and improve how guest insights are captured and shared across the organization.
Advocate for a customer centric culture by helping teams better understand guest needs, expectations, and moments that matter most.
Stay informed on consumer and hospitality trends, bringing forward new ideas and best practices that strengthen the guest experience and reinforce brand loyalty.

Requirements

What you’ll need

Bachelor’s degree required in Business, Marketing, Analytics, or a related field.
4+ years of experience in a consumer insights, analytics, or data-driven role.
Experience in Travel, Hospitality, or Loyalty programs is strongly preferred.
Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Teams).
Hands-on experience with VoC software, especially Qualtrics, is a significant plus.
Familiarity with Tableau or other data visualization tools is an advantage.
Strategic thinker with strong marketing and analytical skills—able to turn data into compelling business recommendations.
Thrives in a fast-paced environment—comfortable managing multiple priorities in an entrepreneurial setting.
Results-driven and impact-focused—excited about measuring success and optimizing performance.
Collaborative and relationship-focused—strong interpersonal skills to engage with colleagues, stakeholders, and external partners effectively.

Benefits

Comp & perks

Medical, Dental and Vision Insurance
Health Savings Account with Company Match
401(k) Retirement Plan with Company Match
Paid Vacation and Sick Days
Sonesta Hotel Discounts
Educational Assistance
Paid Parental Leave
Company Paid Life Insurance
Company Paid Short Term and Long Term Disability Insurance
Various Employee Perks and Discounts
Hospital Indemnity
Critical Illness Insurance
Accident Insurance

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysisconsumer insightsanalyticsdata visualizationstrategic thinkingmarketingVoC program managementnarrative developmentpresentation skillsguest feedback analysis

Soft Skills

collaborationinterpersonal skillsrelationship managementresults-drivenimpact-focusedadaptabilitycommunicationcustomer centricitystrategic actionmulti-priority management