Customer Experience & Insights Manager - Cruise

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 committed to creating unforgettable holiday experiences for every guest, and customer insight plays a vital role in shaping that journey.

As our Customer Experience & Insights Manager, you'll help ensure the voice of the customer is at the heart of business decision-making, transforming feedback and data into meaningful improvements that enhance the guest experience from inspiration through to post-holiday reflection.

This is an exciting opportunity to influence the future of the Marella Cruises customer experience, working with stakeholders across the business, onboard teams and external partners to identify opportunities, drive improvements and strengthen guest loyalty through insight-led action.

Applications for this role will close on 25th September. The successful candidate will work on a hybrid basis, spending one day a week in our Luton office.

ABOUT OUR OFFER

• Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.
• A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
• Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams.
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

ABOUT THE JOB

• You'll champion the voice of the customer across Marella Cruises, ensuring guest feedback and customer insight help shape decisions, priorities and future improvements.
• By analysing customer satisfaction performance across the fleet and key guest touchpoints, you'll identify trends, opportunities and areas for improvement throughout the customer journey.
• You'll transform data and customer feedback into clear, actionable insights, creating reports, dashboards and recommendations that support informed decision-making across the business.
• Working closely with shoreside teams, onboard colleagues and external partners, you'll help design and deliver initiatives that improve customer experiences and strengthen guest loyalty.
• You'll lead and support customer experience projects across the end-to-end journey, tracking outcomes and ensuring improvements deliver meaningful results for our guests.
• Supporting the wider Customer Experience team, you'll contribute to customer research programmes and help manage the voice of the customer framework, including surveys, feedback tools, reporting and insight generation.

ABOUT YOU

• You bring proven experience analysing large and complex data sets, translating findings into meaningful insights that can be clearly understood by a range of audiences.
• You've successfully managed customer insight and measurement frameworks, including customer satisfaction and loyalty metrics, to support business improvement and decision-making.
• Strong analytical and reporting skills enable you to create impactful dashboards, reports and presentations that bring customer feedback to life.
• You'll be a confident communicator who can present recommendations clearly, build strong relationships and influence stakeholders across different teams and levels of the organisation.
• Experience managing projects and coordinating multiple priorities allows you to deliver initiatives effectively while maintaining a strong focus on outcomes.
• Knowledge of the travel, holiday or cruise sector would be advantageous, alongside experience with tools such as Excel, Qualtrics, Tableau or similar insight and reporting platforms.

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.

We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.