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.
Key Responsibilities
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.
