CX Insights Manager
Location:
Dunstable, Bedfordshire 3 days per week, with 2 days from home or another location
Salary:
£70,000 - £75,000 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 on the lookout for a Customer Experience (CX) Insights Manager (more quantitative that qualitative) to lead a high-performing team of analysts in shaping the future of guest satisfaction across our 850 hotel sites. With over 1.5 million pieces of customer feedback collected annually, this role offers a unique opportunity to make a significant impact in a business that takes customer experience seriously.
What You'll Be Doing
* Lead and inspire a team of CX analysts to deliver actionable insights from CSat data across all customer touchpoints—physical, digital, and contact centres.
* 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 like Medallia and Ipsos to ensure robust and timely reporting.
What We're Looking For
* A highly analytical leader with proven expertise in CX tracking, survey analytics, and statistical analysis.
* 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.
* Experience managing external agencies and insight platforms and developing high-performing teams.
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.
Why join us?
This is more than a job—it's a chance to shape the future of one of the UK's most loved hospitality brands. You'll have the freedom to innovate, the support to succeed and the opportunity to make a real difference.
We are proud to have been recognised as a Top Employer for 14 consecutive years, voted a top apprenticeship employer by Department of Education and Rate my Apprenticeship, this year we placed #10 in the Stonewall Workplace Equality Index for our commitment to LGBTQIA+ inclusion at Whitbread and have been awarded as a Top 25 Exemplary Employer in the Investing in Ethnicity Parliamentary Matrix as the only hospitality company leading the way in terms of Inclusion.