Guest Experience & Insights Leader

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 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.