Consumer Insights Manager

Job Overview

• The Consumer Insights Manager is responsible for the day-to-day management, development and reporting of the following areas with regards, but not limited to:
• Voice of the Guest Surveys & Reporting

• Promoter & Stakeholder Management

Job Responsibilities

• Maintain and update the survey reporting platforms and dashboards, ensuring data is accurate, timely and accessible
• Own and manage the Voice of the Guest portal, ensuring it is maintained, accurate and kept up to date
• Produce regular Voice of the Guest reports and dashboards for stakeholders, highlighting trends, satisfaction drivers and areas for action
• Analyze guest feedback and satisfaction data to identify themes, root causes and opportunities to improve the guest experience
• Respond to ad hoc consumer insights and reporting requests in a timely and accurate manner
• Produce ad hoc reports for external stakeholders as required
• Maintain all survey and feedback records appropriately and securely, whether positive or negative
• Develop, test and refine guest surveys and questionnaires to capture meaningful feedback across the museum assets
• Support the design and delivery of guest research, ensuring methods and questions are fit for purpose
• Coordinate survey timing, sampling and distribution across attractions and guest touchpoints
• Continuously improve survey and research tools, content and reporting based on stakeholder needs and best practice
• Where possible, explore additional analytics and customer research methods to deepen guest understanding (nice to have)
• Coordinate and manage promoters and field data collectors, ensuring surveys are conducted consistently and to standard
• Build and maintain strong relationships with internal stakeholders across the museum assets and shared services teams
• Manage relationships with survey and research vendors and reporting platform providers
• Take ownership of the Voice of the Guest program, leading survey delivery and reporting from end to end
• Share insights and recommendations with the correct owners and stakeholders to drive action and continuous improvement
• Escalate issues with the survey, research or reporting process to the Voice of the Guest Director where required
• Own and deliver projects as required, growing the program and developing your own skills over time
• Manage the mystery shopper program across touchpoints, ensuring reviews are conducted in line with the agreed framework
• Produce mystery shopper reports and share results with relevant stakeholders to support continuous improvement
• Work with teams to action mystery shopper findings and close out improvements where required

Essential

• Bachelor’s Degree or Diploma in any field (e.g. market research, statistics, business or social sciences)
• 1+ years’ experience working with surveys, research or customer feedback data
• 2+ years’ experience working in a service industry in a multi-cultural environment
• Experience producing reports and analyzing data to support decision-making
• Experience coordinating multiple tasks and stakeholders to deadlines
• MS Office intermediate knowledge – particularly Excel and PowerPoint, plus Word and Outlook
• Good communication and analytical skills
• Problem solving skills
• Good presentation and report-writing skills
• Strong attention to detail and accuracy in reporting
• Comfortable working with data, surveys and reporting platforms
• Ability to organize and manage own workload to deadlines
• Ability to build and manage relationships across many levels
• Ownership and a proactive, can-do attitude

Desirable

• Working knowledge of survey platforms and/or reporting and dashboard tools (e.g. Qualtrics, Power BI or similar)
• Training or certification in market research, data analysis or customer experience
• Experience working in a hospitality, leisure, cultural or museum environment
• Experience using survey platforms and reporting/dashboard tools
• Experience coordinating vendors, promoters or field teams
• Exposure to additional analytics or customer research methods
• Experience working across multiple facilities or attractions