Mandarin Oriental is looking for a Research Analyst, Customer & Market Insights to join our Brand team.
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 role
Based at the Mandarin Oriental Corporate Office in London, this role sits within the Customer & Market Insights (CMI) function and is responsible for turning research and consumer insight into clear recommendations and compelling narratives that inform decision-making across the business.
Reporting to the Senior Manager, Customer & Market Insights, the role proactively monitors guest behaviour, market trends, and emerging shifts, while supporting strategic deep dives that help shape Mandarin Oriental’s future products, services, and guest experience. It also contributes to building the Group’s insight capability and evolving AI-enabled approaches to research and knowledge sharing.
As Research Analyst, Customer & Market Insights, you will be responsible for the following duties:
Market & Industry Intelligence
Track and synthesise industry trends, competitive activity, and emerging market dynamics
Conduct market analysis and opportunity mapping to identify areas for growth and innovation
Support senior stakeholders with forward-looking insights to inform strategic decision-making
Research & Insight Generation
Own and manage all desktop and secondary research inputs, ensuring accuracy, relevance, and consistency
Provide research inputs for key projects including brand positioning, refurbishment programmes, and guest experience initiatives
Conduct knowledge audits to support strategy development and ensure alignment across initiatives
Reporting & Analytics
Deliver ad hoc Customer Insights reporting, with a focus on behavioural data analysis using tools such as Power BI
Translate complex data into clear, actionable insights and recommendations for stakeholders
Support the continuous enhancement of reporting frameworks and dashboards
Thought Leadership & Content Creation
Produce weekly articles, press digests, and customer newsletters that synthesise key insights across markets and industries
Contribute to the development of AI-enabled processes to improve insight generation, content creation, and knowledge sharing
Maintain a consistent cadence of high-quality communications to inform and engage internal audiences
As Research Analyst, Customer & Market Insights, we expect from you:
2-3 years experience in customer insights, market research, strategy, or consulting, ideally within hospitality, luxury, or consumer-facing sectors
Strong analytical capabilities with experience in data visualisation tools (e.g., Power BI)
Proven ability to translate data into meaningful insights and compelling narratives
Experience in secondary research and market intelligence gathering is preferred
Excellent written and verbal communication skills, with experience producing executive-ready output
Naturally curious with a strong interest in customer behaviour, trends, and luxury market dynamics
Detail-oriented with a commitment to accuracy and quality
Proactive and self-driven, with the ability to manage multiple priorities
Collaborative, with the ability to work effectively across functions and geographies
Comfortable working in a dynamic, fast-paced environment
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.
Local Benefits: Competitive salary and benefits package.
We’re Fans. Are you?
#J-18808-Ljbffr
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 role
Based at the Mandarin Oriental Corporate Office in London, this role sits within the Customer & Market Insights (CMI) function and is responsible for turning research and consumer insight into clear recommendations and compelling narratives that inform decision-making across the business.
Reporting to the Senior Manager, Customer & Market Insights, the role proactively monitors guest behaviour, market trends, and emerging shifts, while supporting strategic deep dives that help shape Mandarin Oriental’s future products, services, and guest experience. It also contributes to building the Group’s insight capability and evolving AI-enabled approaches to research and knowledge sharing.
As Research Analyst, Customer & Market Insights, you will be responsible for the following duties:
Market & Industry Intelligence
Track and synthesise industry trends, competitive activity, and emerging market dynamics
Conduct market analysis and opportunity mapping to identify areas for growth and innovation
Support senior stakeholders with forward-looking insights to inform strategic decision-making
Research & Insight Generation
Own and manage all desktop and secondary research inputs, ensuring accuracy, relevance, and consistency
Provide research inputs for key projects including brand positioning, refurbishment programmes, and guest experience initiatives
Conduct knowledge audits to support strategy development and ensure alignment across initiatives
Reporting & Analytics
Deliver ad hoc Customer Insights reporting, with a focus on behavioural data analysis using tools such as Power BI
Translate complex data into clear, actionable insights and recommendations for stakeholders
Support the continuous enhancement of reporting frameworks and dashboards
Thought Leadership & Content Creation
Produce weekly articles, press digests, and customer newsletters that synthesise key insights across markets and industries
Contribute to the development of AI-enabled processes to improve insight generation, content creation, and knowledge sharing
Maintain a consistent cadence of high-quality communications to inform and engage internal audiences
As Research Analyst, Customer & Market Insights, we expect from you:
2-3 years experience in customer insights, market research, strategy, or consulting, ideally within hospitality, luxury, or consumer-facing sectors
Strong analytical capabilities with experience in data visualisation tools (e.g., Power BI)
Proven ability to translate data into meaningful insights and compelling narratives
Experience in secondary research and market intelligence gathering is preferred
Excellent written and verbal communication skills, with experience producing executive-ready output
Naturally curious with a strong interest in customer behaviour, trends, and luxury market dynamics
Detail-oriented with a commitment to accuracy and quality
Proactive and self-driven, with the ability to manage multiple priorities
Collaborative, with the ability to work effectively across functions and geographies
Comfortable working in a dynamic, fast-paced environment
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.
Local Benefits: Competitive salary and benefits package.
We’re Fans. Are you?
#J-18808-Ljbffr
Research Analyst, Customer & Market Insights employer: Mandarin Oriental Hotel Group Limited
The Mandarin Oriental Hotel Group Limited is an exceptional employer, offering a vibrant work culture in the heart of London that fosters innovation and collaboration. Employees benefit from a competitive package, continuous professional development opportunities, and unique perks that enhance both personal and career growth, making it a rewarding place to thrive in the hospitality industry.
Contact Details:
Mandarin Oriental Hotel Group Limited Recruitment Team
