CX Insights Manager: Elevate Guest Experience with Data

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

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.