Senior Manager Consumer Insights

Job Scope

The Destination Consumer Insights Senior Manager is accountable for the end‑to‑end consumer and guest insight capability at destination level, responsible for collecting, governing, synthesizing, and interpreting insight from all guest and consumer feedback sources.

This includes, but is not limited to, surveys, online reviews, complaints, social and digital feedback, qualitative research, and behavioral insight. The role ensures these inputs are transformed into clear, credible, and decision‑ready insight that informs experience design, standards governance, and executive decision‑making. The role owns survey administration and insight quality, not delivery of initiatives or management of social channels. Success is measured by signal clarity, insight adoption, and improved guest outcomes, not the volume of data produced.

Job Responsibilities

Consumer & Guest Insight Ownership

• Own the full destination consumer insight ecosystem, integrating insight from: Guest and consumer surveys
• Online reviews (e.g. TripAdvisor, Google, OTA platforms)
• Complaints and guest recovery data
• Social and digital feedback (in partnership with Marketing/Digital teams)
• Qualitative research, open text feedback, and ad-hoc studies
• Act as the single point of accountability for insight integrity, consistency, and governance at destination level

Survey Administration & Methodology Governance

• Own survey administration end-to-end, including: Survey design and questionnaire governance
• Sampling methodology and deployment cadence
• Vendor coordination and performance management
• Data validation, QA, and trend integrity over time
• Ensure survey instruments align to experience frameworks, journey stages, and governance standards
• Prevent survey proliferation, duplication, or misinterpretation across assets

Insight Synthesis & Interpretation

• Synthesize structured and unstructured data into clear insight themes, drivers, and root causes
• Move beyond "what happened" to explain why it happened and where to act
• Identify systemic patterns across touchpoints, journeys, and assets

Executive & Stakeholder Insight Storytelling

• Produce concise, executive-ready, ESL-friendly insight narratives for leadership forums
• Translate complex data into clear priorities, risks, and opportunities
• Partner with Design, Standards & Governance, and Assets to ensure insights are understood and actionable

Governance, Action Tracking & Feedback Loops

• Support the Guest Insights & Governance cadence by: Tracking actioning of priority insights
• Maintaining feedback loops to confirm impact
• Escalating systemic or repeat issues
• Ensure insight is used to inform experience design decisions, standards updates, and assurance priorities

Essential Qualifications

• Bachelor's degree in Market Research, Analytics, Data Science, Business, Psychology, Social Sciences, Statistics, or a related discipline
• Demonstrated formal or practical training in quantitative and qualitative research methodologies
• 8–10+ years' experience in consumer insights, guest insights, VoC/VoG, market research, or CX analytics roles
• Proven accountability for end-to-end insight systems, including survey programmes and multi-source feedback
• Experience supporting senior leadership or governance forums with insight that informs prioritization and decision-making rather than reporting alone