Senior Customer Experience & Insights Leader

TUI Cruises GmbH; Luton; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Travel benefits

Learning Hub access

Flexible working

Health & wellbeing support

Job summary

Marella Cruises is seeking a Customer Experience & Insights Manager to ensure the voice of the customer informs decisions across the business. You will transform feedback into actionable insights, and collaborate with shoreside teams, onboard colleagues and external partners to drive improvements and guest loyalty.

The role involves analysing satisfaction across the fleet, creating reports and dashboards, and leading end-to-end customer experience projects, with a hybrid work arrangement

Qualifications

• Proven experience analysing large and complex data sets.
• Experience with customer insight frameworks and metrics.
• Advanced reporting and dashboard skills.
• Strong communication and stakeholder influence.
• Project management experience with multiple priorities.
• Knowledge of travel or cruise sectors is advantageous.

Responsibilities

• Champion the voice of the customer across Marella Cruises.
• Analyse customer satisfaction across fleet and key touchpoints.
• Transform data into clear, actionable insights and dashboards.
• Lead customer experience projects across the end-to-end journey.
• Support customer research programmes and the voice-of-customer framework.

Skills

Data analysis

Dashboards

Stakeholder influence

Reporting

Tools

Excel

Qualtrics

Tableau

Job description

Marella Cruises is seeking a Customer Experience & Insights Manager to ensure the voice of the customer informs decisions across the business. You will transform feedback into actionable insights, and collaborate with shoreside teams, onboard colleagues and external partners to drive improvements and guest loyalty.

The role involves analysing satisfaction across the fleet, creating reports and dashboards, and leading end-to-end customer experience projects, with a hybrid work arrangement