At a Glance
- Tasks: Lead a team to transform customer feedback into actionable insights for guest satisfaction.
- Company: Join Premier Inn, a top employer focused on customer experience and innovation.
- Benefits: Competitive salary, car allowance, bonus potential, healthcare, and flexible working options.
- Other info: Dynamic role with opportunities for growth in a collaborative and innovative environment.
- Why this job: Make a real impact on millions of guests while shaping the future of customer experience.
- Qualifications: Strong analytical skills with experience in customer-facing organisations and advanced Excel capabilities.
The predicted salary is between 68000 - 73000 £ per year.
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.
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Insight - Customer Insights Manager in Dunstable employer: Whitbread PLC
Whitbread PLC, as part of the UK's leading hospitality group, offers a supportive and dynamic work environment at Premier Inn Slough. Employees benefit from flexible hours, competitive pay, and opportunities for personal growth within a culture that prioritises guest satisfaction and teamwork. Join us to be part of a dedicated team that values your contributions and fosters a sense of belonging.
StudySmarter Expert Advice🤫
We think this is how you could land Insight - Customer Insights Manager in Dunstable
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Whitbread PLC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Whitbread PLC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Insight - Customer Insights Manager in Dunstable
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Whitbread PLC:Your cover letter is your chance to shine! Tell us why you want to work at Whitbread PLC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Whitbread PLC!
How to prepare for a job interview at Whitbread PLC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
