CX Insights Manager Location: Dunstable, Bedfordshire 3 days per week, with 2 days from home or another locationSalary: &nb...
CX Insights Manager
Location: Dunstable, Bedfordshire 3 days per week, with 2 days from home or another location
Salary: £70,000 - £75,000 dependant on skills & experiences + car allowance + up to 30% bonus + healthcare + bens
Function: Customer Engagement
Are you passionate about transforming customer experiences through data-driven insights? Do you thrive in fast-paced environments where your work directly influences strategy and guest satisfaction across hundreds of locations? If so, we want to hear from you!
Premier Inn are on the lookout for a Customer Experience (CX) Insights Manager (more quantitative that qualitative) to lead a high-performing team of analysts in shaping the future of guest satisfaction across our 850 hotel sites. With over 1.5 million pieces of customer feedback collected annually, this role offers a unique opportunity to make a significant impact in a business that takes customer experience seriously.
What You’ll Be Doing
- Lead and inspire a team of CX analysts to deliver actionable insights from CSat data across all customer touchpoints—physical, digital, and contact centres.
- Drive strategic development of our customer satisfaction tracking roadmap, evolving our tools and methodologies to meet changing guest needs.
- Champion guest experience improvements, identifying deficits and opportunities across the customer journey.
- Collaborate with senior stakeholders including Regional Operations Managers, the Food & Beverage Leadership Team, and the Executive Committee to turn insights into action.
- Innovate with AI and behavioural science to elevate our CX capabilities and deliver best-in-class satisfaction surveys.
- Own and evolve our use of platforms like Medallia and Ipsos to ensure robust and timely reporting.
What We’re Looking For
- A highly analytical leader with proven expertise in CX tracking, survey analytics, and statistical analysis.
- Experience in large, customer-facing organisations such as hospitality, retail, supermarkets, or other direct-to-consumer businesses.
- Strong storytelling and stakeholder engagement skills, with the ability to influence at all levels.
- A strategic thinker who can balance profitability with customer experience and drive continuous improvement.
- Experience managing external agencies and insight platforms and developing high-performing teams.
Why Join Us?
- Be part of a business where customer experience is at the heart of everything we do.
- Work with cutting-edge tools and methodologies to shape the future of guest satisfaction.
- Influence decisions that impact millions of guests across the UK.
- Join a culture of innovation, collaboration, and continuous learning.
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: 107474-4492
Advertised: 29 Sep 2025
Application closed: 06 Oct 2025
