DIRECTOR OF MARKET INSIGHTS AND CUSTOMER EXPERIENCE| LANGLEY, SLOUGH - Mat Cover till June 2026
Travel obsessed? Big tech fan? Hey, you’re in good company. If you want to be part of the industry that makes the world go round, then look no further.
Travelport is the brains behind lots of your travel bookings- plane, car or hotel. Our technology is used to book that magical holiday, infamous bachelorette party or long overdue school reunion. While we can’t solve mosquito bites or lost luggage, we can simplify a lot of the technical parts of travel, and we’re looking for the best thinkers to help us do it.
We’re hiring right now for a Director of Market Insights and Customer Experience! Search for #Travelport on LinkedIn and hear from our amazing team.
How you’ll make an impact:
To lead a function that delivers actionable customer, market, competitor, and customer experience (CX) intelligence — driving better decisions, improved experiences, and stronger propositions across the business.
The Director of Market Insights & Customer Experience translates real-world ‘thinking like a travel agent’ 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. It goes beyond reporting to shape experience design, brand development, and commercial enablement. It partners closely with Product, Commercial, and Marketing leaders to embed ‘thinking like a travel agent’ into the decisions that define what the business builds, offers, and says.
The Market Insights & Customer Experience Director defines the truth that informs strategy — without owning strategic decisions. The Product and Commercial leaders remain accountable for strategic direction in their domains.
Your role in action:
Customer & Market Insight
1. Lead customer research programs to surface needs, pain points, behaviours, and decision drivers across key customer type (., OTAs, airlines, TMCs, corporates)
2. Develop and maintain customer type insights that define target groups by size, behaviour, maturity, or value potential
3. Deliver structured market insights, including trend analysis, growth opportunities, and regional dynamics
4. Future consideration provided the team has the bandwidth / available resources: Support segment prioritisation and value pool identification through Total Addressable Market (unconstrained) & Serviceable Addressable market (realistically servable) analysis and opportunity sizing
Competitive Intelligence
5. Monitor competitor activity and emerging disruptors; conduct high level strategic benchmarking in product, positioning and GTM execution to deliver actionable summaries to Commercial and Product teams
6. Enable competitive positioning and response planning across propositions and campaigns
CX Insight & Customer Experience Design
7. Lead customer journey mapping to identify systemic pain points and improvement opportunities across lifecycle stages
8. Provide customer experience best practices from various industries to inspire & drive innovation in the design of improved interactions at various touchpoints
9. Drive improvement initiatives, partnering with cross-functional teams to turn CX insight into improved experience delivery
10. Develop a Voice of the Customer program, marry NPS, CSAT, and wider feedback loops
11. Foster a culture of customer-centricity across Travelport
Insight-Driven Brand & Campaign messaging Evaluation
12. Run brand tracking studies (., via Dynata) to measure brand health, message clarity, and campaign resonance
13. Provide insight-driven recommendations to evolve messaging, creative direction, and campaign planning
14. Collaborate with Marketing to ensure messaging is grounded in customer truth
Win/Loss Studies
15. Manage structured win/loss programs in partnership with Anova or other activities (., 121 interviews)
16. Synthesise insights and share recommendations with Commercial and Strategy teams to reduce churn and improve acquisition effectiveness
Commercial Collaboration & Sales Enablement
17. Respond to ad hoc research requests that support strategic sales or deal-specific queries
18. Collaborate with Sales Enablement to co-create tools, training, and collateral that reflect real-world customer insight
19. Deliver relevant segment insight and persona assets to Product marketing team and Sales enablement team so they can deliver cheat sheets, battlecards, that improve value communication
Insight Integration & Governance
20. Build and manage a centralised insight function with consistent standards, governance, and shared repositories
21. Enable insight accessibility through dashboards, reports, and executive storytelling
22. Facilitate cross-functional workshops and planning sessions using research-led frameworks
Platform Management
23. Oversee the management of research platforms, 3rd party partners, tools, and customer channels to ensure efficient data collection and insight generation.
24. Drive automation and efficiency in data collection and reporting, ensuring timely access to insights for decision-makers.
25. Lead the development of dashboards and reporting frameworks that provide real-time insights into customer satisfaction and market trends.
Could this be you?
26. Uptake and influence of insight across planning, Brand campaign, proposition development, and GTM
27. Clear, consistent use of segmentation and personas across Product, Marketing, and Sales
28. Demonstrable improvements in customer experience
29. Clear visibility of market and competitive dynamics at senior levels
30. Commercial satisfaction with support for enablement and strategic deals
Discover why our teams love working here
Where do we start! Our benefits package includes:
We offer a package that includes 25 days annual leave per annum, plus Christmas working days (office shutdown), hybrid working model, pension contribution, private medical, life assurance and personal travel insurance. We believe all employees contribute to the success of the company and should be able to share in that success, which is why all jobs are eligible to participate in our bonus program with any payouts being subject to individual and company performance.
Search for #lifeattravelport & #travelportGDL for our employee stories on LinkedIn!
Your journey at Travelport starts here.
Our application process is quick, easy, and hassle-free — apply in just a few minutes!
We are an equal opportunities employer and will consider all qualified applicants purely on their skills and abilities. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if needed.