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- Tasks: Lead customer insight initiatives and transform data into actionable strategies.
- Company: Dynamic company focused on enhancing customer experience and engagement.
- Benefits: Hybrid working, competitive benefits, and staff rates on ships for you and your family.
- Why this job: Make a real impact by driving customer satisfaction and loyalty through insights.
- Qualifications: 5+ years in customer insights with strong analytical and communication skills.
- Other info: Inclusive environment with opportunities for personal and professional growth.
The predicted salary is between 50000 - 60000 ÂŁ per year.
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.
Customer Insight Manager (Temporary) employer: Hurtigruten Group
Contact Detail:
Hurtigruten Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Insight Manager (Temporary)
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their goals, especially around customer insights and satisfaction.
✨Tip Number 3
Showcase your analytical skills! Bring examples of how you've turned data into actionable insights in past roles. This will demonstrate your fit for the Customer Insight Manager position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Customer Insight Manager (Temporary)
Some tips for your application 🫡
Show Your Passion for Customer Insights: When writing your application, let your enthusiasm for customer insights shine through! Share specific examples of how you've turned data into actionable insights in previous roles. We want to see that you’re not just qualified, but genuinely excited about making a difference.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight the skills and experiences that align with the job description. Use keywords from the posting, like 'Voice of Customer' and 'customer satisfaction', to show us you understand what we’re looking for.
Be Clear and Concise: We appreciate clarity! When detailing your experience, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to see your achievements and how they relate to the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Hurtigruten Group
✨Know Your Data
Make sure you’re well-versed in customer insight metrics like NPS and CSAT. Be ready to discuss how you've used data to drive business performance in the past. This will show that you can translate complex data into actionable insights, which is key for this role.
✨Showcase Your Stakeholder Skills
Prepare examples of how you've influenced stakeholders across different functions. Highlight your ability to communicate effectively with senior management and how you’ve embedded customer insights into decision-making processes. This will demonstrate your strong communication skills and stakeholder management experience.
✨Demonstrate Ownership
Be prepared to talk about times when you took ownership of projects or programmes. Discuss how you managed in-flight initiatives and ensured continuity of delivery. This will illustrate your proactive approach and ability to drive outcomes in a fast-paced environment.
✨Ask Insightful Questions
Prepare thoughtful questions about the company’s current VoC initiatives and how they measure success. This shows your genuine interest in the role and helps you understand how you can contribute to their goals. Plus, it gives you a chance to assess if the company aligns with your values.