Customer Experience Insights Manager
Location: Dunstable, Bedfordshire 3 days per week, with 2 days from home or another location
Salary: £68,000 - £73,000 dependant on skills & experiences + car allowance + up to 30% bonus + healthcare + bens
Function: Customer Engagement
Are you passionate about transforming customer experiences through data-driven insights? Do you thrive in fast-paced environments where your work directly influences strategy and guest satisfaction across hundreds of locations? If so, we want to hear from you!
Premier Inn are looking for a Customer Experience (CX) Insights Manager with a strong quantitative focus to lead and develop a team of 3 to 4 CX insight professionals. You’ll shape the future of guest satisfaction across our 850 hotel sites, turning over 1.5 million pieces of customer feedback collected annually into clear, commercially focused recommendations. This is a high-impact opportunity to combine hands-on analysis with people leadership in a business that takes customer experience seriously.
What You’ll Be Doing
- Lead, coach and develop a team of CX insight professionals, ensuring they deliver robust, actionable insights from CSat data across physical, digital and contact centre touchpoints.
- Drive strategic development of our customer satisfaction tracking roadmap, evolving our tools and methodologies to meet changing guest needs.
- Champion guest experience improvements, identifying deficits and opportunities across the customer journey.
- Collaborate with senior stakeholders including Regional Operations Managers, the Food & Beverage Leadership Team, and the Executive Committee to turn insights into action.
- Innovate with AI and behavioural science to elevate our CX capabilities and deliver best-in-class satisfaction surveys.
- Own and evolve our use of platforms such as Medallia and Ipsos, using strong Excel capability and ideally Power BI to deliver accurate, efficient and visually compelling reporting.
What We’re Looking For
- A highly analytical leader with proven expertise in CX tracking, survey analytics and statistical analysis, able to interrogate large and complex datasets and turn findings into clear recommendations.
- Experience in large, customer-facing organisations such as hospitality, retail, supermarkets, or other direct-to-consumer businesses.
- Strong storytelling and stakeholder engagement skills, with the ability to influence at all levels.
- A strategic thinker who can balance profitability with customer experience and drive continuous improvement.
- Advanced Excel skills are essential, including the confidence to manipulate, analyse and present complex data; experience using Power BI to build dashboards and visualise insight would be highly desirable.
Why Join Us?
- Be part of a business where customer experience is at the heart of everything we do.
- Work with cutting-edge tools and methodologies to shape the future of guest satisfaction.
- Influence decisions that impact millions of guests across the UK.
- Join a culture of innovation, collaboration, and continuous learning.
We’re proud to be a Top Employer for 14 consecutive years, a top apprenticeship employer, a Leader in Stonewall’s Proud Employer Accreditation, and a Top 25 Exemplary Employer in the Investing in Ethnicity Parliamentary Matrix.
Skills Required
- Proven expertise in customer experience tracking
- Survey analytics experience
- Statistical analysis experience
- Experience analyzing large and complex datasets
- Experience in large customer-facing organizations, such as hospitality, retail, supermarkets, or direct-to-consumer businesses
- Strong storytelling and stakeholder engagement skills
- Ability to influence stakeholders at all levels
- Strategic thinking and ability to balance profitability with customer experience
- Advanced Microsoft Excel skills
- Experience using Power BI to build dashboards and visualize insights
- People leadership experience managing and developing a team
What We Do
Whitbread is a UK hospitality company that owns and operates Premier Inn, the country’s largest hotel brand, alongside restaurant brands including Beefeater, Brewers Fayre, Bar + Block, Cookhouse and Pub, and Table Table. Its business spans more than 1,200 hotels and restaurants across the UK, with a growing hotel presence in Germany and the Middle East, serving millions of guests through recognizable hospitality brands.
