Customer Insight Manager (Temporary)

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Are you passionate about turning customer data into actionable insights that drive business performance?

We are looking for a Customer Insight Manager (+12 months maternity cover) to lead and maintain key Voice of Customer (VoC) and insight initiatives during a critical period of transition.

This role will take ownership of in-flight programmes, ensuring continuity of delivery across VoC, customer satisfaction and insight outputs. These initiatives play a key role in improving customer experience, increasing repeat purchase and driving long-term customer value.

You will work closely with senior stakeholders across Product, Commercial, Marketing and Digital, ensuring that customer insight is embedded into decision-making and prioritisation across the business.

This role requires the ability to quickly take ownership of existing programmes and deliver at pace in a global, complex, cross-functional environment.
What you'll be doing

• Lead and evolve the Voice of the Customer (VoC) programme, including dashboard development, insight outputs and reporting
• Own and manage customer satisfaction and survey programmes (e.g. Loopon Post Voyage survey), ensuring effective delivery and continuous improvement
• Translate customer feedback and research into clear, actionable insights that improve NPS and overall customer experience
• Ensure insights are clearly linked to commercial outcomes, including customer retention, repeat purchase and customer lifetime value
• Partner with CRM and Digital teams to ensure insights inform segmentation, targeting, personalisation and content strategy
• Lead implementation and optimisation of the global customer review platform
• Manage external research agencies and ensure high-quality, cost-effective delivery
• Support delivery of brand tracking and market research programmes
• Influence stakeholders across the organisation to embed a customer-first mindset

What you'll bring
We're looking for someone who combines strong analytical capability with excellent stakeholder management and a hands-on approach to delivery.

Core competencies

• Strong communication skills, with the ability to translate complex data into clear, compelling insight
• Proven experience in customer insight and Voice of Customer programmes
• Experience working with customer experience metrics such as NPS and CSAT
• Strong analytical mindset and confidence working with data and insight tools
• Experience managing external research agencies and vendors
• Ability to influence and collaborate with stakeholders across multiple functions and seniority levels
• Comfortable operating in a fast-paced environment with multiple in-flight initiatives
• Proactive and delivery-focused, with the ability to take ownership and drive outcomes

Qualifications & experience

• Educated to degree level or with equivalent demonstrable industry experience.
• 5+ years' experience in customer experience, customer insights, market research, or a related field.
• Strong experience in managing external agencies and/or insight suppliers.

Attributes

• Understand how your (and the team's) deliverables contribute to area goals and company strategy
• Set priorities, clear goals and expectations
• Ensure alignment with direct reports, manager and peers
• Give continuous feedback, motivate and guide
• Share knowledge and support development
• Cultivate trust and transparency
• Encourage development, mobility and succession planning

What we offer

• A dynamic and inclusive work environment where your ideas are valued
• Opportunities for professional and personal development
• Staff rates on our ships for you and your family
• Hybrid working arrangements, minimum 2 days in the office to support work-life balance
• A competitive benefits package

Ready to turn data into journeys that matter?
Apply now and let's redefine customer engagement together