Consumer Insights Manager

Miral Destinations; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in the tourism sector is seeking a Consumer Insights Manager to enhance guest experiences through data analysis and insights. The role involves managing the Voice of the Guest program, integrating consumer insights from multiple sources, and collaborating with various departments to drive operational improvements. Ideal candidates will have a strong background in consumer insights and customer experience analytics, along with excellent communication skills.

Qualifications

• 3+ years in consumer insights, customer experience analytics, or market research.
• Experience supporting VoG or insight programs in a service-oriented environment.
• Proficiency in Excel and reporting tools.

Responsibilities

• Manage and develop the Voice of the Guest program.
• Analyze multi-source consumer insights and report findings.
• Collaborate with teams to implement insight-led improvements.

Skills

Analytical skills

Problem-solving skills

Communication

Attention to detail

Education

Postgraduate qualification or certifications in CX, Analytics, or Market Research

Tools

Qualtrics

Power BI

Tableau

Job description

Job Overview

The Consumer Insights Manager supports the Voice of the Guest (VoG) and Consumer Insights function across Miral Destinations to enable strategic, operational, and tactical improvements. This role is responsible for gathering, analysing, interpreting, and presenting guest insights from multiple sources to enable operational and tactical improvements across attractions and destinations. The role includes responsibility for real-time and retrospective feedback from structured surveys (e.g., NPS, CSAT), unstructured feedback (e.g., social listening, online reviews), operational data, and third-party benchmarking. The Consumer Insights Manager provides insights and recommendations to relevant departments, helping ensure that guest feedback is embedded into day-to-day operations and planning.

Job Scope

Voice of the Guest Program Management

• Support the ongoing management and development of the VoG program across Miral Destinations. Ensure consistent collection and integration of feedback across the guest journey.

Multi-Source Consumer Insight Integration

• Combine data from surveys, social media, review platforms, operational dashboards, and external benchmarks to provide a comprehensive view of guest sentiment and behaviour.

Data Analysis & Insight Reporting

• Develop and maintain insight reports and dashboards that identify trends, root causes, and opportunities. Present findings in a clear, business-relevant format.

Action Planning & Cross-Functional Support

• Collaborate with operational, marketing, and experience design teams to support implementation of insight-led improvements. Track actions and measure outcomes where possible.

Mystery Shopper & Benchmarking Oversight

• Support administration and reporting of mystery shopper programmes. Analyse results and coordinate with departments to address findings. Include external benchmarking comparisons where relevant.

Ad-hoc Research & Deep-Dive Studies

• Assist in designing or delivering ad-hoc research projects to support experience planning, product improvement, or performance tracking. Work with research agencies or internal teams as needed.

Stakeholder Engagement & Communication

• Share relevant insights with stakeholders through structured reports, presentations, and forums. Promote awareness and understanding of the guest voice throughout the organisation.

Experience Design Support

• Provide data-driven insights to inform guest journey mapping, ideation, and experience development initiatives.

Innovation in Insight Collection

• Identify and pilot innovative methods for capturing and interpreting guest feedback, such as AI tools, passive feedback channels, or behavioral data sources. Evaluate their relevance and propose recommendations for implementation.

Essential:

• 3+ years in consumer insights, customer experience analytics, or market research roles
• Demonstrated experience supporting VoG or insight programs in a service or leisure-oriented or relatable environment
• Strong analytical and problem-solving skills
• Proficiency in Excel, PowerPoint, and survey/reporting tools (e.g., Qualtrics, Power BI, Listening solution, Tableau)
• Strong attention to detail and ability to present data in a clear, actionable manner
• Excellent written and verbal communication in English
• Comfortable working across departments and adapting communication to different audiences
• Familiarity with NPS methodology, CSAT, CES, or experience design principles

Desirable:

• Postgraduate qualification or certifications in CX, Analytics, or Market Research
• Experience in tourism, attractions, hospitality, or entertainment sectors
• Experience working with third-party research agencies or insight tools/platforms
• Working knowledge of Arabic