Senior Research Associate

Travelport is a place of opportunity. It's our incredible team that makes our company great - our people drive our winning culture. 

What's Travelport?

Travelport is a worldwide travel retail platform that provides easy ways for businesses like airlines, hotels, and car rental companies to connect through personalized content to agencies and travelers. The world is changing, and our industry must change with it. We're leading the change; we are the change. 

We are on a mission to power the future of travel.

Come and be part of an organization that is committed to building a culture of inclusivity built upon a diverse workforce that is reflective of the communities in which we operate.

What does a great Senior Research Associate, Market Intelligencedo at Travelport?

This role is focused on defining and executing customer, market and competitor research, using our research platforms to deliver measurable insights/intelligence to support business goals and strategic decision making.

Responsibilities Include:

• Brings experience in Voice of Customer (VoC) platform operation, working on the design, delivery and maintenance of surveys - likewise for the underlying data sources utilized for survey invitations. Works directly with stakeholders to design surveys and research approaches that capture relevant and impactful feedback from customers; designs dashboards for key business areas that provide insight to drive ongoing product/service or interaction improvement.
• Works on customer engagement platforms, growing and evolving these to support the business with understanding customer needs and drivers.
• Looks at the travel industry and beyond to form impactful insights across a range of topics covering industry recovery, economy, tech industry and more. Identifies strategies applied by competitors and the wider industry; highlights these with relevant parts of the business at all levels.
• Has a keen interest in learning about new areas of focus (trend watching) and sharing knowledge in a concise and impactful style. Inspires business stakeholders to embrace VoC, supporting them in forming prioritized action plans.
• Resonate research to help develop strategy for the business - putting together actionable insights to feed back into the business. 
• Knowledge of Win/Loss programs and running workshops to communicate findings to key stakeholders.  Ability to interrogate win/loss database for deeper insights on strengths and opportunities.
• Deliver impactful and measurable market and competitive insights through presentations/reports to leadership and teams allowing effective strategic and tactical decision-making and implementation.
• Manage and grow Travelport's customer community panel for research, through development of recruitment and member engagement strategies - enhancing opportunity for targeted research and engagement.
• Manage internal surveys to support employee engagement and continuous improvement focused on business operations and execution.
• Take ownership of the team's Intranet site through content management and continuous improvement and updates.

Who we are looking for in this role:

• 5+ years' experience in a Market Research / Customer Experience specific role, preferably at a travel tech company, GDS, airline.
• Must have experience writing B2B surveys.
• Experience using online survey tools (preferably Qualtrics) including designing, programming and distributing surveys. Then managing feedback to support journey-based approach to CX design.
• Must be able to translate research data and/or survey results into understandable concepts and themes.
• Experience or strong familiarity with Win/Loss processes and programs.
• Experience in B2B and Voice of Customer research, including both Quantitative and Qualitative methodologies and AI applications. 
• Experience using secondary research to develop understanding and analysis of potential future trends.
• Very strong data analytical skills to derive insights and recommendations.
• Microsoft Excel skills with experience of data manipulation, pivot tables.
• Microsoft PowerPoint to help storyline and present at all levels.
• Familiarity with research techniques such as MaxDiff, Key Drivers, and Correlation analyses. 

Our ambition is to hire for potential not just experience, and you're likely to succeed if you:

• Are always ready to give it your all and deliver high quality work
• Are excited to use your creativity and innovative thinking to try new things
• Take responsibility and own your work 
• Are courageous and ambitious to challenge what's been done before

Benefits of working at Travelport 
We believe all employees contribute to the success of the company and should be able to share in that success, which is why all jobs are eligible to participate in our bonus program with any payouts being subject to individual and company performance. We offer a comprehensive benefit program that includes medical, dental, vision, employer paid Disability and Basic Life Insurance, Voluntary life options, a competitive 401(k) match, as well as many other voluntary benefits to fit your specific needs. We make health and wellness a priority and offer a generous paid time off policy as well as contributing to our communities with an annual volunteer day off.  We also offer a New Child leave policy, where the birthing parent receives 16 weeks of paid time off, and the non-birthing parent receives 8.

Salary Target/Range:  $63,000 - $73,000

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. 

Interested? We'd love for you to get in touch!

We are an equal opportunities employer and will consider all qualified applicants purely on their skills and abilities. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if needed