Head of Customer Strategy
Location:
Holborn, Central London
or
Dunstable, Bedfordshire 3 days per week, with 2 days from home or another location
Salary:
£110,000 - £120,000 dependant on skills & experiences + car allowance + up to 50% bonus + healthcare + bens
Function:
Customer Engagement
Be the heartbeat of Premier Inn's future guest experience.
We're on the lookout for a visionary
Head of Customer Strategy
to lead the charge in shaping how millions of guests experience Premier Inn. This brand-new role is your opportunity to build something from the ground up—bringing strategic thinking, innovation and storytelling to the forefront of our customer journey.
Why this role matters
At a macro level, this role is integral to the
health
and
strength
of the Premier Inn brand. You'll be the architect of unrivalled guest satisfaction, driving end-to-end customer experience strategies that span operational and digital touchpoints—all with a budget brand-conscious mindset.
At a micro level, you'll define how each moment feels—from check-in to check-out—ensuring every interaction is coherent, delightful, and distinctly Premier Inn.
What you'll be doing
* Lead Customer Strategy:
Develop and execute customer-centric strategies that align with our brand vision and business goals.
* Shape the Proposition:
Own and evolve the Premier Inn customer proposition, using insight and innovation to deliver value and delight.
* Drive Change:
Collaborate across marketing, operations, digital and tech to embed customer obsession into everything we do.
* Tell the Story:
Use data and insight to craft compelling narratives that influence senior stakeholders and shape business cases.
* Build Loyalty:
Design programmes and offerings that drive retention and repeat visits.
* Innovate with Purpose:
Balance creativity with commercial acumen, ensuring excellence where it matters and efficiency where it counts.
What we're looking for
* A strategic thinker with a passion for customer experience and innovation.
* Strong analytical skills and the ability to turn insight into action.
* A natural storyteller who can influence and inspire across all levels.
* Experience in consumer businesses, ideally with multi-site and digital exposure.
* Proven track record of leading cross-functional initiatives and delivering measurable impact.
* Someone who thrives in ambiguity and is excited to shape a new role and new ways of working.
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.