Consumer Insights Manager (Hybrid)

We're Sonesta International Hotels.
The 8th largest hotel company in the U.S.-and growing fast.

An epic blend of full-service and focused hotels in major cities, Sonesta's uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.

Together We Thrive -bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting.

Job Description Summary

Are you passionate about understanding what drives consumer behavior and transforming guest feedback into meaningful business strategies? Do you thrive in a collaborative environment where customer insights shape exceptional experiences? We are seeking a Corporate Consumer Insights Manager to lead and evolve our Voice of the Customer (VoC) program, ensuring the guest perspective remains at the center of decision-making across our brand.
In this role, you will help uncover the "why" behind guest behaviors and perceptions, translating feedback into actionable insights that enhance loyalty, satisfaction, and the overall guest experience. You will partner closely with cross-functional teams to identify trends, elevate storytelling around the customer journey, and influence strategic initiatives across our hotel portfolio.
If you are naturally curious about consumer motivations, passionate about guest experience, and skilled at connecting insights to business impact, we'd love to hear from you.

* This position is a hybrid position, Tues/Wed/Thurs in our Newton Office

Job Description

• 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.

Qualifications

• 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.

Why Join Sonesta?

• Make an impact-your work will directly influence guest experiences, brand loyalty, and business performance.
• Work with cutting-edge tools-gain hands-on experience with leading VoC technology like Qualtrics and advanced analytics platforms.
• Grow your career-opportunities for professional development and leadership in an evolving, data-driven hospitality landscape.
• Collaborate with industry leaders-work alongside talented professionals who are passionate about hospitality, insights, and guest experience innovation.

If you're looking for a role where you can own big initiatives, drive meaningful change, and work in a collaborative and dynamic environment, we encourage you to apply!

Additional Job Information/Anticipated

Pay Range

Pay range: $100,000 to $120,000. Base pay offer may vary depending on various factors, including but not limited to job related knowledge, skills and job specific/overall experience.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• 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

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.