Customer Experience & Insights Manager - Cruise

TUI; Luton; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Attractive remuneration

Discretionary bonus schemes

Generous travel benefits

Health & well-being support

Flexible working

Job summary

Marella Cruises is seeking a Customer Experience & Insights Manager to champion the voice of the customer across the organisation, translating feedback into meaningful improvements that enhance the guest journey from inspiration to post-holiday reflection.

You will analyse satisfaction across the fleet, design initiatives with shoreside and onboard teams, and deliver actionable insights to strengthen guest loyalty through data-led actions. Role is hybrid with a visit to Luton.

Qualifications

• Ability to analyse large data sets and translate findings into clear insights.
• Experience in measuring customer satisfaction and loyalty metrics.
• Strong reporting and presentation skills to communicate insights.

Responsibilities

• Champion voice of the customer across Marella Cruises and shape decisions with insights.
• Analyse customer satisfaction across fleet and touchpoints to spot trends and improvements.
• Create reports, dashboards and recommendations to support decision-making.

Skills

Data analysis

Dashboards

Reporting

Stakeholder management

Communication

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.