Director, Customer & Market Insights in London

Mandarin Oriental is looking for aDirector, Customer & Market Insights to join ourBrand t eam.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

About the job

Based at theCorporate Office in London , within the Brand function, the Director, Customer & Market Insights acts as the voice of the customer for Mandarin Oriental, leading the global capability that builds a deep understanding of HNW+ guests, evolving needs and the market dynamics shaping luxury hospitality.

Sitting within theBrand teamand partneringclosely with Service Excellence,the role translatescustomer, market and behavioural insight into clear strategic direction, helping the businessstrengthen brand relevance,identify growth opportunities and make more guest-centric decisions across planning, product, service and experience development.

As Director, Customer & Market Insights, you will be responsible for the following duties:

Customer InsightsStrategy

• Lead Mandarin Oriental’s customer insight strategy, ensuring guest needs,behavioursand expectationsinformbrand, commercial and guest experience priorities.
• Provide strategic recommendations that help shape planning, prioritisation, positioning, productdevelopmentand experience improvement across the global portfolio.

Voice of CustomerProgrammeLeadership

• Act as productlead for Qualtrics, partnering closely with Service Excellence and IT to define theVoice of Customerdevelopment roadmap and supportmodel.
• Own research programmes, includingBrandHealthTracker,NPS, digital feedback and ad hoc research.
• Design and delivernewquantitative and qualitative researchprogrammes, including surveys, interviews, focus groups, analysis,synthesisand executive-ready reporting.
• Support Service Excellence inidentifyingopportunities to evolve transactional feedback programmes, including post-stay,spaanddining, whileensuring a branded, intuitive feedback process.

Behavioural Analysis&Reporting

• Co-own guest dashboards, reporting rhythms, insightoutputsand knowledge bases with Data & AI, improving access to clear and consistent customer knowledge.
• Create practical reporting rhythms, insight outputs and knowledge bases that make customer insight easier to find,understandand use.
• Maintainand evolve scalable customer intelligence tools with AIteam, including insight agents, trendmonitoringand guest feedback synthesis capabilities.
• Co-own guest segmentation with Data & AI, leading its interpretation,expansionand adoption so teams understand priority guests and apply insight in strategy,planningand experience design.

Analysis &Strategic Application

• Maintainpractical frameworks covering customer needs, guest archetypes, journeys, moments that matter and drivers of satisfaction,loyaltyand brand preference.
• Translate customer, market and behavioural data into concise insights,implicationsand recommendations for senior stakeholders.
• Lead knowledge audits, opportunity sizing, marketanalysisand competitor benchmarking to inform growth,innovationand guest experience priorities.

Cross-Functional Influence

• Partner with Brand, Digital, Operations, Quality, Development, Commercial and hotel teams to embed guest insight into priorities, product and service developmentand action plans.
• Influence senior stakeholders by presenting evidence clearly, connecting insight to business priorities and supporting practical next steps.

As Director, Customer & Market Insights, we expect from you:

• Significant experiencein customer insights,customer strategy,Voice of Customer, marketresearchora related strategic role,ideallywithinhospitality, luxury, travel,consumeroranotherservice-led environment.
• Proven ability to translate research, guest feedback and market evidence into strategic recommendations, experienceimprovementsand commercial opportunities.
• Strong analytical, storytelling and stakeholder management skills, with the ability to turn complex information into clear recommendations.
• Experience with research tools, feedback platforms,dashboardsor insight systems; Power BI, Qualtrics and AI-enabled toolsadvantageous.
• Strongtrack recordinfluencing senior stakeholdersand managing multiple prioritiesacrossmarkets,partnersandteams.
• Guest-centric, commercially minded,curious,collaborativeandaction-oriented, with strong judgement,rigourandattention to detail.

Our Commitment to You

• Learning & Development: Your success is our success. We craft unique programmes for every stage of your career so you can grow continuously.
• MOstay: Enjoy complimentary nights and attractive rates at Mandarin Oriental properties worldwide.
• Health & Wellness: Your wellbeing matters to us. We offer global health benefits and wellness programmes.
• Retirement Plans: We reciprocate your commitment with competitive retirement plans.

We’re Fans. Are you?

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