Senior Manager – Insights & Customer Experience
We’re seeking a strategic and customer-obsessed Senior Manager – Insights & Customer Experience to lead a function that delivers actionable intelligence across customer, market, competitor and experience domains within the Travel industry.
You will help translate real-world thinking into action by shaping experiences, informing messaging, and enabling commercial teams. This role is responsible for monitoring the evolution of customer segment expectations and needs by maintaining customer personas and providing insights to the organization, ensuring that all decisions are grounded in a clear understanding of who the business serves — and how best to meet their needs.
About the Role
This is a high-impact position that influences decisions across Product, Marketing, and Commercial teams. You’ll help define how the business understands its customers — and how it delivers for them.
Key Responsibilities
* Lead customer research and maintain personas across key segments (e.g. OTAs, Travel industry, Airlines, Flights)
* Deliver market and competitive intelligence to inform strategic decisions
* Map customer journeys and drive cross-functional CX improvement initiatives
* Develop and manage Voice of the Customer programs (NPS, CSAT, feedback loops)
* Run brand tracking studies and provide insight-driven messaging recommendations
* Manage win/loss programs and share actionable insights with commercial teams
* Collaborate with Sales Enablement and Product Marketing to support strategic deals
* Build a centralised insight function with strong governance and accessibility
* Oversee research platforms and drive automation in reporting
What You’ll Bring
* Proven experience in customer insights, market research, or CX strategy
* Strong stakeholder management and cross-functional collaboration skills
* Ability to turn data into compelling stories and strategic recommendations
* Experience in travel, tech, or B2B industries is a plus
* Passion for customer-centricity and continuous improvement
Why This Role Matters
This role influences decisions across Product, Marketing, and Commercial teams. You’ll shape how the business understands its customers and how it delivers for them.
Seniority level
* Director
Employment type
* Full-time
Job function
* Marketing
Industries
* Staffing and Recruiting
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Slough, England, United Kingdom
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