Customer Experience & Insights Lead

TUI Group; Luton; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Bonus schemes

Travel benefits

Health & wellbeing support

Flexible working

Learning Hub access

Global project exposure

Charity & sustainability initiatives

Job summary

Marella Cruises is seeking a Customer Experience & Insights Manager to ensure the voice of the customer informs decision-making, transforming feedback and data into improvements that enhance the guest experience from inspiration through to post-holiday reflection.

This role offers hybrid working, with one day a week in our Luton office, and the chance to influence guest loyalty through insight-led action across the business and external partners.

Qualifications

• Experience analysing large and complex data sets.
• Experience with customer insight and measurement frameworks.
• Strong analytics, reporting skills, and dashboards.
• Confident communicator who can influence stakeholders.
• Project management experience with multiple priorities.
• Knowledge of travel/hospitality or cruise sector advantageous.

Responsibilities

• Champion the voice of the customer to shape decisions and priorities.
• Analyse satisfaction metrics across fleet to identify trends and improvements.
• Turn data into actionable insights and dashboards for decision-making.
• Collaborate with shoreside, onboard teams and partners to deliver initiatives.
• Lead and support CX projects across the end-to-end journey.
• Support research programs and manage voice of the customer framework.

Skills

Data analysis

Stakeholder influence

Dashboards & reporting

Project management

Communication

Travel industry knowledge

Tools

Excel

Qualtrics

Tableau

Job description

Marella Cruises is seeking a Customer Experience & Insights Manager to ensure the voice of the customer informs decision-making, transforming feedback and data into improvements that enhance the guest experience from inspiration through to post-holiday reflection.

This role offers hybrid working, with one day a week in our Luton office, and the chance to influence guest loyalty through insight-led action across the business and external partners.