Company Description

Accor Tech & Digital is the power engine of Accor technology, digital business and transformation. Our 2,000 talents are committed to deliver the best tech and digital experiences to our guests, hotels and staff across 110 countries and to shape the future of hospitality. 

Accor Tech & Digital, jobs in the tech field where intelligence is above all human ! 

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 Brands, User Experience & Innovation department, the Voice of Customer team’s mission is to enrich our understanding of users to continuously improve the experience and foster a customer-centric culture.

You will lead or support the execution of studies and analyses to generate and share insights. You will play a key role in guiding the design of our digital products and informing both operational and strategic decisions, ensuring they are aligned with user needs and behaviors.

The Voice of Customer team is cross-functional within the department. Composed of 8 people (UX Researcher, UX Analyst, Project Manager), it serves 3 Customers: the guests who book and stay in the hotels, the hotels themselves, and the group’s employees.

Your area of focus will be on hoteliers in the Accor network and employees at the headquarters, covering products related to managing their operations, the guest experience, and the hotel distribution (via our direct channels such as websites and apps).

You will report directly to the Lead of Voice of Hotel & Employee and will work closely with multidisciplinary teams (product, design, tech, business, data, etc.).

Your missions:

1. Administration of a feedback management solution (Qualtrics) and data analysis

• Configure continuous or tactical survey campaigns on our solutions for hoteliers and employees.
• Establish key performance indicators (KPIs) to track the evolution of user satisfaction.
• Collect, analyse, and interpret feedback to extract relevant and actionable insights.
• Present analysis results to stakeholders and propose data-driven recommendations.
• Implement and continuously improve the semantic analysis model and dashboards that summarize user satisfaction data.

2. Pilot user studies

• Gather user study needs from the Tribes in close collaboration with product designers, ensuring alignment with product objectives and business priorities.
• Design and conduct studies (qualitative or quantitative) and user tests using research methods suited to the "Hotel & Employee" scope.
• Analyse and present study results by generating reports on collected insights, propose recommendations, and enrich the Voice of Customer knowledge base.
• Manage a user panel for successful study execution: recruitment, engagement, communication, usage guidelines, panel evolution, etc.

3. Collaborate, support, and coach product, design, tech, and business teams

• Train Tribes in the use of dashboards to enable them to leverage data for informed decision-making.
• Assist in the analysis and synthesis of study results to support the design and iteration process.
• Coach and support design and product teams in conducting user research or usability tests autonomously, results analysis, insights sharing, and in applying user research best practices.
• Promote and share our practices across the Tribes.

In summary, the User Insights Project Manager Voice of Hotel & Employee plays a central role in ensuring that feedback data is collected, analysed, and effectively used to improve the user experience and support product development.

They provide the resources and tools to support the Tribes in engaging with the data and applying best practices. Finally, they coordinate cross-functional projects related to user experience, in collaboration with product, design, and business teams.

And you? 

• Minimum of 5 years of experience in a user experience, voice of the customer, or any other role centered on user, within a digital and/or in an Agile product environment.
• Strong skills in data interpretation and analysis, including proficiency with analytics tools.
• Excellent interpersonal and communication skills, with the ability to convey information clearly, translate needs and collaborate with multidisciplinary teams.
• Outstanding project management skills, with the ability to coordinate multiple initiatives, identify priorities, structure clear plans, and meet deadlines.
• Interest in user research activities.
• Knowledge or proficiency in one or more of the following tools is a plus: Qualtrics or similar, SurveyMonkey, Miro, Maze, User Testing, Notion.
• Fluent 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.

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. 

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