Make your mark and be the driving force behind customer focus and data-driven decision-making in this newly created Researcher role.
Bring your research and customer insight experience to Travel Counsellors and play a critical role in embedding customer, community, and market insights at the heart of strategic decision-making.
You will own and implement a robust research and insight strategy across five core audiences: Customers, Clients, Community, Suppliers, and Future Travel Counsellors (TCs).
Principle Accountabilities
This Researcher role involves a range of responsibilities, including:
Develop and implement a research and insight strategy to support business growth and decision-making, including frameworks to assess opportunities based on demand and competition.
Create a structured approach for capturing and using Voice of the Customer (VOC) data across touchpoints.
Define processes for managing feedback from platforms like Trustpilot.
Collect, analyse, and act on customer sentiment data and clearly present insights to senior stakeholders to support data-led decisions.
Provide a holistic customer view using VOC, panel insights, research, and market data. Collaborate with internal teams to embed insights into marketing, product, and commercial strategies.
Build customer segmentation models to enhance targeting and personalisation.
Lead competitor ...