CX Insights Leader — Guest Experience Analytics

Colonial Group; Dunstable; Hybrid; GBP 68,000 - 73,000; Full time

Benefits offered by this job

Car allowance

Bonus up to 30%

Healthcare

Benefits package

Job summary

Premier Inn is seeking a Customer Experience (CX) Insights Manager with a strong quantitative focus to lead a team of 3–4 CX insight professionals. You will turn over 1.5 million customer feedback pieces into clear, commercially focused recommendations across 850 hotels.

This hybrid role based in Dunstable combines hands-on analysis with people leadership, leveraging Medallia, Ipsos, and advanced Excel/Power BI to deliver actionable insights for guest satisfaction improvements.

Qualifications

• Highly analytical leader with expertise in CX tracking, survey analytics and statistics.
• Experience interrogating large datasets and turning findings into recommendations.
• Experience in large customer-facing organisations like hospitality or retail.
• Strong storytelling and stakeholder engagement to influence at all levels.
• Advanced Excel and Power BI to build dashboards and visualise insights.

Responsibilities

• Lead and develop a team of CX insight professionals delivering robust insights from CSat data.
• Drive strategic development of the customer satisfaction tracking roadmap and methods.
• Champion guest experience improvements across the customer journey.
• Collaborate with senior stakeholders to turn insights into action.
• Innovate with AI and behavioural science to elevate CX capabilities.
• Own and evolve use of Medallia and Ipsos with strong reporting.

Skills

CX tracking

Survey analytics

Statistical analysis

Advanced Excel

Power BI

Tools

Medallia

Ipsos

Job description

Premier Inn is seeking a Customer Experience (CX) Insights Manager with a strong quantitative focus to lead a team of 3–4 CX insight professionals. You will turn over 1.5 million customer feedback pieces into clear, commercially focused recommendations across 850 hotels.

This hybrid role based in Dunstable combines hands-on analysis with people leadership, leveraging Medallia, Ipsos, and advanced Excel/Power BI to deliver actionable insights for guest satisfaction improvements.