Senior Manager - Customer Insights

About the role

This role leads the design and execution of quantitative and qualitative research studies, turning business challenges and stakeholder needs into research objectives and actionable insights. It covers research projects, data dashboards and reporting, and works closely with Marketing, Product, Customer Experience, Operations and Commercial.

Key responsibilities

• Lead research studies (surveys, interviews, focus groups) and manage the full process: design, questionnaire, fieldwork, analysis, reporting and presentation
• Analyse consumer behaviour, preferences, attitudes and market trends, and integrate findings with internal and external data to inform strategy
• Lead ad hoc research and analysis on emerging business questions
• Oversee consumer research reports, dashboards and management presentations, and simplify complex findings for technical and non-technical audiences
• Manage multiple research projects, prioritise resources and build relationships with stakeholders and external agencies

Required profile

• Bachelor's degree in business administration, marketing, market research, statistics, consumer behaviour, social sciences or a related field
• Approximately 5-8 years of experience in consumer insights, market research or customer research; managerial or project leadership experience preferred
• Hospitality, travel, tourism or e-commerce experience is highly advantageous
• Experience managing external research agencies or vendors preferred

Required skills

• Strong experience in quantitative, qualitative and/or mixed-method research, sampling, questionnaire design and data interpretation
• Microsoft Excel, PowerPoint and Tableau; hands-on knowledge of Qualtrics, Qlik and Forsta
• Ability to work with large datasets and turn data into business recommendations
• Strong project management, analytical and communication skills