Head of Customer Strategy Location: Holborn, Central London or Dunstable, Bedfordshire 3 days per week, with 2 days from home or another locationPackage: &n...
Head of Customer Strategy
Location: Holborn, Central London or Dunstable, Bedfordshire 3 days per week, with 2 days from home or another location
Package: £110,000 - £120,000 dependant on skills & experiences + car allowance + up to 50% bonus + healthcare + bens
Function: Customer Engagement
Be the heartbeat of Premier Inn’s future guest experience.
We’re on the lookout for a visionary Head of Customer Strategy to lead the charge in shaping how millions of guests experience Premier Inn. This brand-new role is your opportunity to build something from the ground up—bringing strategic thinking, innovation and storytelling to the forefront of our customer journey.
Why this role matters
At a macro level, this role is integral to the health and strength of the Premier Inn brand. You’ll be the architect of unrivalled guest satisfaction, driving end-to-end customer experience strategies that span operational and digital touchpoints—all with a budget brand-conscious mindset.
At a micro level, you’ll define how each moment feels—from check-in to check-out—ensuring every interaction is coherent, delightful, and distinctly Premier Inn.
What you’ll be doing
- Lead Customer Strategy: Develop and execute customer-centric strategies that align with our brand vision and business goals.
- Shape the Proposition: Own and evolve the Premier Inn customer proposition, using insight and innovation to deliver value and delight.
- Drive Change: Collaborate across marketing, operations, digital and tech to embed customer obsession into everything we do.
- Tell the Story: Use data and insight to craft compelling narratives that influence senior stakeholders and shape business cases.
- Build Loyalty: Design programmes and offerings that drive retention and repeat visits.
- Innovate with Purpose: Balance creativity with commercial acumen, ensuring excellence where it matters and efficiency where it counts.
What we’re looking for
- A strategic thinker with a passion for customer experience and innovation.
- Strong analytical skills and the ability to turn insight into action.
- A natural storyteller who can influence and inspire across all levels.
- Experience in consumer businesses, ideally with multi-site and digital exposure.
- Proven track record of leading cross-functional initiatives and delivering measurable impact.
- Someone who thrives in ambiguity and is excited to shape a new role and new ways of working.
Why join us?
This is more than a job—it’s a chance to shape the future of one of the UK’s most loved hospitality brands. You’ll have the freedom to innovate, the support to succeed and the opportunity to make a real difference.
We are proud to have been recognised as a Top Employer for 14 consecutive years, voted a top apprenticeship employer by Department of Education and Rate my Apprenticeship, this year we placed #10 in the Stonewall Workplace Equality Index for our commitment to LGBTQIA+ inclusion at Whitbread and have been awarded as a Top 25 Exemplary Employer in the Investing in Ethnicity Parliamentary Matrix as the only hospitality company leading the way in terms of Inclusion.
We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We are committed to being an inclusive organisation that values diversity and welcomes your application whatever your background or situation.
Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQIA+ community (those who identify as lesbian, gay, bi, trans and non-binary or those who use a different LGBTQIA+ term), are strongly encouraged to build a career with us. Speak to us about workplace adjustments, part-time and flexible working. Where possible we will support this.
Job ref: 100939-4492
Advertised: 08 Sep 2025
Application closed: 22 Sep 2025
