Marriott is looking to integrate generative AI into customer-facing and internal applications to improve hotel operations and enhance user experiences.
Requirements
- 4+ years of experience combined in qualitative user research, quantitative research, data analysis, and leadership
- Portfolio of work showing applications that have been released and are in use today, with bonus points for AI-driven and process automation apps.
- Experience in conducting hands-on user research and developing measurement plans.
- Familiarity with AI ethics and responsible AI practices.
- Domain expertise in hotel operations and a passion for designing AI systems that enhance employee productivity and customer satisfaction.
Responsibilities
- Develop and execute strategic research plans employing a variety of methods, focused on integrating AI into hotel operations (both on-property, and above property) to address pain points and capitalize on opportunity areas.
- Generative and Evaluative Studies: Design and conduct studies to identify and prioritize user needs, informing the scope and design of Minimum Viable Products (MVPs).
- Evaluate prototypes in the field to assess their effectiveness in meeting user needs.
- Develop measurement plans to test solutions and evaluate their achievement of business objectives in real-world contexts.
- Define success criteria in business terms (revenue potential, cost savings, NPS/customer satisfaction impact) in partnership with the Product Manager.
- Use qualitative and quantitative methods to track user behavior, measure success, and provide actionable recommendations for continuous improvement.
- Stay informed of the latest developments in AI, UX, and customer service, ensuring Marriott remains at the forefront of technological innovation in the hospitality industry.
Other
- Advocate for human-centered solutions, ensuring AI-driven features are grounded in empathy, inclusivity, and the highest UX standards.
- Collaborate with AI product managers, designers, data scientists, and business owners to create innovative user experiences.
- Co-create UX strategy with cross-disciplinary teammates, ensuring AI solutions optimize guest and employee experiences.
- Bachelor's or Master's degree in Sociology, Psychology, Data Science, Business Analytics, or a related field.
- This is a temporary position.
