Are you passionate about turning customer data into actionable insights that drive business performance?
We are looking for a Customer Insight Manager (+12 months maternity cover) to lead and maintain key Voice of Customer (VoC) and insight initiatives during a critical period of transition.
This role will take ownership of in-flight programmes, ensuring continuity of delivery across VoC, customer satisfaction and insight outputs. These initiatives play a key role in improving customer experience, increasing repeat purchase and driving long-term customer value.
You will work closely with senior stakeholders across Product, Commercial, Marketing and Digital, ensuring that customer insight is embedded into decision‑making and prioritisation across the business.
This role requires the ability to quickly take ownership of existing programmes and deliver at pace in a global, complex, cross‑functional environment.
What you’ll be doing
- Lead and evolve the Voice of the Customer (VoC) programme, including dashboard development, insight outputs and reporting
- Own and manage customer satisfaction and survey programmes (e.g. Loopon Post Voyage survey), ensuring effective delivery and continuous improvement
- Translate customer feedback and research into clear, actionable insights that improve NPS and overall customer experience
- Ensure insights are clearly linked to commercial outcomes, including customer retention, repeat purchase and customer lifetime value
- Partner with CRM and Digital teams to ensure insights inform segmentation, targeting, personalisation and content strategy
- Lead implementation and optimisation of the global customer review platform
- Manage external research agencies and ensure high‑quality, cost‑effective delivery
- Support delivery of brand tracking and market research programmes
- Influence stakeholders across the organisation to embed a customer‑first mindset
What you’ll bring
We’re looking for someone who combines strong analytical capability with excellent stakeholder management and a hands‑on approach to delivery.
Core competencies
- Strong communication skills, with the ability to translate complex data into clear, compelling insight
- Proven experience in customer insight and Voice of Customer programmes
- Experience working with customer experience metrics such as NPS and CSAT
- Strong analytical mindset and confidence working with data and insight tools
- Experience managing external research agencies and vendors
- Ability to influence and collaborate with stakeholders across multiple functions and seniority levels
- Comfortable operating in a fast‑paced environment with multiple in‑flight initiatives
- Proactive and delivery‑focused, with the ability to take ownership and drive outcomes
Qualifications & experience
- Educated to degree level or with equivalent demonstrable industry experience.
- 5+ years’ experience in customer experience, customer insights, market research, or a related field.
- Strong experience in managing external agencies and/or insight suppliers.
Attributes
- Understand how your (and the team’s) deliverables contribute to area goals and company strategy
- Set priorities, clear goals and expectations
- Ensure alignment with direct reports, manager and peers
- Give continuous feedback, motivate and guide
- Share knowledge and support development
- Cultivate trust and transparency
- Encourage development, mobility and succession planning
What we offer
- A dynamic and inclusive work environment where your ideas are valued
- Opportunities for professional and personal development
- Staff rates on our ships for you and your family
- Hybrid working arrangements, minimum 2 days in the office to support work‑life balance
- A competitive benefits package
Ready to turn data into journeys that matter?
Apply now and let’s redefine customer engagement together
#J-18808-Ljbffr…