Project Manager - User Satisfaction & Insights (F/M/X)

Job summary
Permanent contract
Salary: Not specified
A few days at home
Experience: > 5 years
Skills & expertise
Project management

Accor Tech & Digital
Accor Tech & Digital

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Questions and answers about the job

The position

Job description

We are the Digital & Business Factory of the Accor Group,  the innovation and transformation laboratory of the global leader in the hospitality industry; 

With our 700 - Heartist®, we bring together the best of hospitality and the best of tech & digital. 

Our ambition: to offer personalized, memorable, and sustainable experiences. 

Here, we give birth to new ways of traveling in each of our 5,500 hotels, closest to our 100 million customers in 110 countries. 

Here, we are at the heart of a fantastic playground for designing and creating digital products and services, for our customers and our hotel teams, generating maximum value for our company. 

Here, your scope will have no boundaries, so dare to impact on the world with us! 


Here is where your greatest challenge awaits you: 

  • Within the cross-functional User Experience & Innovation department, the Voice of Customer team's mission is to enrich our users' knowledge, capture and understand their expectations, in order to ensure continuous improvement of the experience and foster a customer-centric culture.
  • You will play a key role in guiding the design and development efforts of our digital products, aligned with user needs and behaviors. You will conduct studies and analyses to generate and disseminate insights that impact product strategy and roadmap.
  • Your scope of activity focuses on hotel customers within the network and covers products related to the management of their operations (reservation, customer preferences, content contribution, etc.), stay experience (check-in, etc.), and distribution (via our direct channels, websites, and app).
  • You will report directly to the Voice of Hotel manager.
  • You will work closely with multidisciplinary teams (product, design, business, data, etc.), including product owners, product managers, product designers, and business owners.


Your missions:

  • Collect, analyze, and disseminate data
  • Drive the measurement of hotel satisfaction with digital products delivered (business solutions) and identify key pain points, through benchmark indicators and surveys at key stages of the user journey. Lead or support user studies to explore needs, understand usage, and co-build solutions with our hoteliers. Analyze user feedback from listening devices (survey results, user tests, workshops, spontaneous feedback, etc.) to identify improvement opportunities. Disseminate user insights at all levels of the organization, via internal communication channels, report production, and/or dedicated forums. Animate and optimize our tools and processes
  • Facilitate the consideration of results with clear and actionable recommendations and track action plans and impacts over time, in coordination with product, design, and tech teams. Implementation and/or continuous improvement of feedback management and data visualization tools (dashboards). Contribute to developing our recruitment and knowledge management processes.
  • You will also contribute to addressing ambitious upcoming challenges:
  • Advancing the maturity of design, product, and business teams in discovery practices. Raise awareness among teams about the Hotel culture by facilitating ongoing interactions with our customers.
Additional Information

Accor dares to impact: 

- the world  

  • We are committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents. 
  • On the tech side, we are committed to reducing the impact of digital technology across all our projects. 

- your career:  

  • We enable all our employees to manage their work-life balance and offer them the means to shape their work environment according to their preferences. 
  • Training and career paths are defined both individually and collectively, allowing us to grow together on a daily basis. 
  • We value the richness of diverse nationalities represented, from various backgrounds, encompassing all the stories that make us who we are. We encourage diversity in personalities and professional paths. We know how to adapt to the specific needs of our employees, especially those with disabilities. 

- Specifically, at the Digital & Business Factory 

  • Expanded remote work and no meetings on Wednesday afternoons, 
  • Continuous improvement & training: Hackathons, exceptional technological partnerships, dedicated talent management, and a specialized platform for training, Digitech Academy & certifications. 

and also,  

  • Work from Everywhere: Personal access provided to over 500 coworking spaces, many of which are within our hotels. 
  • ALL - Heartist® Program: Unforgettable stays and experiences at all Accor locations and partner venues worldwide. 
  • Heartist® for Good Program: Commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours). 
  • An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities. 
  • Sustainable Mobility Package up to €700 for the use of "green" transportation, or 75% coverage of Pass Navigo (public transportation pass). 
  • €10 meal vouchers. 
  • A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents. 
  • And at our Issy les Moulineaux site: Collaborative workspaces, an employee restaurant, unlimited coffee, gaming and sports areas, a concierge service, and a park just across the street 😉 


Is this mission appealing to you? 

Recruitment is all about people!  

Apply, and we will offer you: 

  1. A meeting with our recruitment team to present the essential aspects of the position to you or guide you towards the role that may suit you. 
  2. An interview with the team manager responsible for the role you are interested in.  
  3. For some roles, you might also be required to complete an assessment (use case and motivation questionnaire. 
  4. A final interview with our Human Resources team to discuss our Group's culture, work environment, training program, career prospects, as well as various benefits offered by the Group. 
  5. A personalized feedback. 


Preferred experience

And you? 

We are looking for someone passionate who is about data and customer-centricity. You are curious and eager to understand our users' challenges, enjoy working in a team, are open to change, and focused on action and finding solutions.

  • +3/4 years of experience, including one or more experiences with digital products/e-commerce, related to customer experience, voice of the customer, or any other role focused on customer analysis.
  • Excellent analytical and communication skills; you can present results clearly and convincingly to diverse audiences.
  • Strong interpersonal skills; you will collaborate with multiple teams in a large organization (matrix structure).
  • Comfortable in an Agile product development environment.
  • Project management skills; you can manage multiple projects simultaneously.
  • Knowledge or proficiency in one or more of the following tools would be an asset: Google Looker Studio, Medallia/Qualtrics, Notion, Miro.
  • Proficiency in English (professional level).

If you recognize yourself in all or part of the profile and missions, apply! We are not looking for the perfect candidate or a typical career path, but for people from diverse backgrounds who are committed and bring their unique value to help grow the team, projects, and ambitions we carry.

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