Consumer Insights Senior Manager
Skills
About This Role
Role Purpose
A senior individual‑contributor role accountable for
end‑to‑end consumer and guest insight
, integrating structured and unstructured feedback into clear, prioritised insight that informs decisions, governance, and improvement actions.
The role owns
survey administration and insight quality
, rather than delivery of initiatives.
Insight Ecosystem Ownership
- Own all consumer and guest insight inputs, including surveys, online reviews, complaints, digital and social feedback, and qualitative research.
- Act as a single point of accountability for insight integrity, quality, and consistency.
Survey Administration
- Manage survey design, sampling approach, deployment cadence, and vendor coordination.
- Ensure methodologies remain robust, comparable over time, and aligned to experience frameworks.
Insight Synthesis & Interpretation
- Synthesise structured and unstructured data into clear themes, experience drivers, and root causes.
- Move beyond “what happened” to explain “why” and where action is needed.
Decision Enablement
- Partner with governance and design functions to ensure insight informs standards, priorities, and actions.
- Produce concise, executive‑ready insight narratives.
Experience & Skills
- 8–10+ years in consumer insights, VoC/VoG, market research, or CX analytics roles.
- Strong analytical thinking, synthesis, and storytelling capability.
- Experience managing multi‑source feedback and surveys end‑to‑end.
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