Senior Manager - Guest & Consumer Insights

Miral Experiences; Abu Dhabi; On-site; AED 320,000 - 520,000; Full time

Job summary

Miral Experiences, a leading operator of world-class attractions in Abu Dhabi, seeks a Senior Manager - Guest & Consumer Insights to drive a comprehensive insights program across its parks and experiences. You will integrate guest feedback, consumer research, and operational data to uncover what guests experience, why, and what to do next.

This proactive role focuses on forward-looking research to shape new concepts, experiences, and investment decisions, partnering with cross-functional teams

Qualifications

• 5+ years in Consumer Insights, Guest/Customer Insights, VoC, Market Research, Consumer Research or CX Analytics.
• Strong knowledge of quantitative and qualitative research methodologies.
• Proven experience managing end-to-end survey, research or customer listening programmes.
• Experience combining insights from multiple sources, including guest/customer feedback, operational and commercial data.
• Strong track record of using research and insights to influence product, service, customer experience or business decisions.
• Experience in managing research agencies or external partners.

Responsibilities

• Own guest and consumer insights across multiple sources, including surveys, online reviews, complaints and recovery data, social and digital feedback, qualitative research, mystery shopping and other feedback channels.
• Lead the end-to-end survey programme, including design, sampling methodology, data quality and vendor management.
• Combine guest feedback with operational and commercial data to understand drivers behind NPS, CSAT, intent to return and spend.
• Identify patterns, pain points and opportunities across guest journeys, attractions and guest segments.
• Lead proactive research including concept testing, prototype testing, journey research, opportunity discovery and new attraction or experience research.
• Partner with Innovation & Design teams to ensure guest insights inform new concepts and experience decisions.
• Track consumer trends, competitor activity and evolving guest expectations.
• Translate complex research and data into executive-ready insights and recommendations.
• Partner with operational, commercial, digital and analytics teams to drive adoption of insights across the business.
• Manage research partners and support development of wider insights capability.

Skills

Research methods

Stakeholder management

Executive communication

Survey design

Education

Bachelor's degree in Market Research / Analytics

Tools

Power BI

Excel

Text/Sentiment Analytics

Survey Platforms

Job description

Join us at Miral Experiences!

Miral Experiences is a region’s leader in the management and operation of world-class, award-winning immersive attractions and experiences across Abu Dhabi. Our diverse portfolio includes some of the most iconic entertainment and leisure destinations, including Ferrari World Yas Island Abu Dhabi, Yas Waterworld Yas Island Abu Dhabi, Warner Bros. World™ Yas Island Abu Dhabi, SeaWorld Yas Island Abu Dhabi, CLYMB™ Yas Island Abu Dhabi, and TeamLab. Phenomena Abu Dhabi, and CLYMB™ Abu Dhabi, as well as cultural treasures like Qasr Al Watan.

We specialize in crafting unique experiences that cater to all tastes and ages, delivering a seamless blend of thrills, joy, and discovery. Our attractions are designed to ignite the imagination and create unforgettable memories for visitors from around the world. Whether you're seeking excitement, relaxation, or cultural enrichment, we offer something for everyone.

Role Overview

We are looking for a Senior Manager - Guest & Consumer Insights to lead guest and consumer insights across our attractions and theme parks.

In this role, you will bring together guest feedback, consumer research, operational and commercial data to understand what our guests are experiencing, why, and what we should do next.

This is a proactive insights role. Beyond ongoing listening and reporting, you will lead forward-looking research that helps shape new concepts, experiences, innovation and investment decisions.

What you'll be doing

• Own guest and consumer insights across multiple sources, including surveys, online reviews, complaints and recovery data, social and digital feedback, qualitative research, mystery shopping and other feedback channels.
• Lead the end-to-end survey programme, including survey design, sampling methodology, data quality and vendor management.
• Combine guest feedback with operational and commercial data to understand the drivers behind NPS, CSAT, intent to return and spend.
• Identify patterns, pain points and opportunities across guest journeys, attractions and different guest segments.
• Lead proactive research including concept testing, prototype testing, journey research, opportunity discovery and new attraction or experience research.
• Partner with Innovation & Design teams to ensure guest insights inform new concepts and experience decisions.
• Track consumer trends, competitor activity and evolving guest expectations.
• Translate complex research and data into clear, executive-ready insights and recommendations.
• Partner with operational, commercial, digital and analytics teams to drive adoption of insights across the business.
• Manage research partners and support the development of the wider insights capability.

What we're looking for

• 5+ years of experience in Consumer Insights, Guest/Customer Insights, Voice of Customer (VoC), Market Research, Consumer Research or CX Analytics.
• Strong knowledge of quantitative and qualitative research methodologies, including survey design, sampling and mixed-method research.
• Proven experience managing end-to-end survey, research or customer listening programmes.
• Experience combining insights from multiple sources, including guest/customer feedback, operational and commercial data.
• Strong track record of using research and insights to influence product, service, customer experience or business decisions, rather than reporting alone.
• Experience with research and analytics tools, including survey platforms, text/sentiment analytics, Power BI or equivalent visualisation tools, and advanced Excel.
• Strong executive communication, storytelling and stakeholder management skills.
• Experience managing research agencies or external partners.
• Experience in attractions, theme parks, hospitality, aviation, retail, or similar high-volume guest-facing environments (e.g. leisure, entertainment, tourism and destinations) is highly desirable.
• Bachelor's degree in Market Research, Analytics, Data Science, Statistics, Business, Psychology, Social Sciences or a related discipline.

Nice to have

• Experience supporting innovation, concept testing, service design or new product/experience development.
• Familiarity with human-centred design or design thinking methodologies.
• Experience with AI-assisted analysis of unstructured guest feedback.
• Experience leading analysts or researchers.
• Arabic language skills.

What will make you stand out

We're particularly interested in candidates who can demonstrate how their research and insights have shaped a real product, service or guest/customer experience decision.

If you're naturally curious, commercially minded, and passionate about turning guest and consumer signals into meaningful decisions, we'd love to hear from you.

Shape the Future With Us

At Miral Experiences, we don’t just create world-class destinations - we create unforgettable memories for our guests and remarkable careers for our people.

From theme parks and attractions to guest services and behind-the-scenes roles, every member of our team plays a part in delivering exceptional experiences. We’re driven by passion, powered by innovation, and committed to excellence in everything we do.

We’re looking for passionate, driven, and talented individuals who are ready to grow, lead, and make a difference. No matter your background or expertise, there's a place for you at Miral Experiences.