Customer Experience Insights Manager

Premier Inn; Dunstable; Hybrid; GBP 68,000 - 73,000; Full time

Benefits offered by this job

Car allowance

Bonus up to 30%

Healthcare

Bens

Job summary

Premier Inn is seeking a Customer Experience (CX) Insights Manager to lead a small team and turn 1.5 million annual feedback points into actionable recommendations across 850 hotels. The role blends hands-on analysis with people leadership in a fast-paced hospitality group.

You will shape the CX strategy, drive satisfaction tracking, and partner with regional ops, F&B leadership and the Exec Committee to implement improvements.

Qualifications

• Proven expertise in CX tracking, survey analytics and statistics.
• Ability to interrogate large complex datasets and turn findings into recommendations.
• Experience leading a CX insights team in a large customer-facing business.

Responsibilities

• Lead and develop a team of CX insight professionals (3–4).
• Shape the guest satisfaction tracking roadmap and tools.
• Identify deficits and opportunities across the customer journey.
• Collaborate with senior stakeholders to turn insights into action.
• Innovate with AI and behavioural science to elevate CX capabilities.
• Own reporting on Medallia, Ipsos, Excel and Power BI platforms.

Skills

Advanced Excel

Power BI

Statistical analysis

CX tracking

Stakeholder storytelling

Tools

Medallia

Ipsos

Excel

Power BI

Job description

Location: Dunstable, Bedfordshire 3 days per week, with 2 days from home or another location

Salary: £68,000 - £73,000 dependant on skills & experiences + car allowance + up to 30% bonus + healthcare + bens

Are you passionate about transforming customer experiences through data-driven insights? Do you thrive in fast-paced environments where your work directly influences strategy and guest satisfaction across hundreds of locations? If so, we want to hear from you!

Premier Inn are looking for a Customer Experience (CX) Insights Manager with a strong quantitative focus to lead and develop a team of 3 to 4 CX insight professionals. You'll shape the future of guest satisfaction across our 850 hotel sites, turning over 1.5 million pieces of customer feedback collected annually into clear, commercially focused recommendations. This is a high-impact opportunity to combine hands-on analysis with people leadership in a business that takes customer experience seriously.

What You'll Be Doing

• Lead, coach and develop a team of CX insight professionals, ensuring they deliver robust, actionable insights from CSat data across physical, digital and contact centre touchpoints.


• Drive strategic development of our customer satisfaction tracking roadmap, evolving our tools and methodologies to meet changing guest needs.


• Champion guest experience improvements, identifying deficits and opportunities across the customer journey.


• Collaborate with senior stakeholders including Regional Operations Managers, the Food & Beverage Leadership Team, and the Executive Committee to turn insights into action.


• Innovate with AI and behavioural science to elevate our CX capabilities and deliver best-in-class satisfaction surveys.


• Own and evolve our use of platforms such as Medallia and Ipsos, using strong Excel capability and ideally Power BI to deliver accurate, efficient and visually compelling reporting.

What We're Looking For

• A highly analytical leader with proven expertise in CX tracking, survey analytics and statistical analysis, able to interrogate large and complex datasets and turn findings into clear recommendations.


• Experience in large, customer-facing organisations such as hospitality, retail, supermarkets, or other direct-to-consumer businesses.


• Strong storytelling and stakeholder engagement skills, with the ability to influence at all levels.


• A strategic thinker who can balance profitability with customer experience and drive continuous improvement.


• Advanced Excel skills are essential, including the confidence to manipulate, analyse and present complex data; experience using Power BI to build dashboards and visualise insight would be highly desirable.

Why Join Us?

• Be part of a business where customer experience is at the heart of everything we do.


• Work with cutting-edge tools and methodologies to shape the future of guest satisfaction.


• Influence decisions that impact millions of guests across the UK.


• Join a culture of innovation, collaboration, and continuous learning.

We're proud to be a Top Employer for 14 consecutive years, a top apprenticeship employer, a Leader in Stonewall's Proud Employer Accreditation, and a Top 25 Exemplary Employer in the Investing in Ethnicity Parliamentary Matrix.