Consumer Insights Manager

Job OverviewThe Consumer Insights Manager is responsible for the day-to-day management, development and reporting of the following areas with regards, but not limited to:Voice of the Guest Surveys & ReportingSurvey & Research DevelopmentInsights, Analysis & ReportingPromoter & Stakeholder ManagementThe role holder manages the Voice of the Guest surveys across Miral’s museum attractions and destinations, ensuring we consistently listen, learn, analyze and act on the feedback we receive from our guests. The role develops and maintains surveys and research, coordinates across reporting platforms, and produces clear, timely insight and reporting that supports decision-making. The role also works closely with promoters, vendors and internal stakeholders to keep the program running smoothly and to share findings that drive improvement.The Consumer Insights Manager shall demonstrate ownership of the Voice of the Guest program and a commitment to continuous improvement, taking the lead on survey delivery, analysis and reporting while building the skills, tools and relationships needed to grow the program over time.Job ResponsibilitiesMaintain and update the survey reporting platforms and dashboards, ensuring data is accurate, timely and accessibleOwn and manage the Voice of the Guest portal, ensuring it is maintained, accurate and kept up to dateProduce regular Voice of the Guest reports and dashboards for stakeholders, highlighting trends, satisfaction drivers and areas for actionAnalyze guest feedback and satisfaction data to identify themes, root causes and opportunities to improve the guest experienceRespond to ad hoc consumer insights and reporting requests in a timely and accurate mannerProduce ad hoc reports for external stakeholders as requiredMaintain all survey and feedback records appropriately and securely, whether positive or negativeDevelop, test and refine guest surveys and questionnaires to capture meaningful feedback across the museum assetsSupport the design and delivery of guest research, ensuring methods and questions are fit for purposeCoordinate survey timing, sampling and distribution across attractions and guest touchpointsContinuously improve survey and research tools, content and reporting based on stakeholder needs and best practiceWhere possible, explore additional analytics and customer research methods to deepen guest understanding (nice to have)Coordinate and manage promoters and field data collectors, ensuring surveys are conducted consistently and to standardBuild and maintain strong relationships with internal stakeholders across the museum assets and shared services teamsManage relationships with survey and research vendors and reporting platform providersTake ownership of the Voice of the Guest program, leading survey delivery and reporting from end to endShare insights and recommendations with the correct owners and stakeholders to drive action and continuous improvementEscalate issues with the survey, research or reporting process to the Voice of the Guest Director where requiredOwn and deliver projects as required, growing the program and developing your own skills over timeManage the mystery shopper program across touchpoints, ensuring reviews are conducted in line with the agreed frameworkProduce mystery shopper reports and share results with relevant stakeholders to support continuous improvementWork with teams to action mystery shopper findings and close out improvements where requiredEssentialBachelor’s Degree or Diploma in any field (e.g. market research, statistics, business or social sciences)1+ years’ experience working with surveys, research or customer feedback data2+ years’ experience working in a service industry in a multi-cultural environmentExperience producing reports and analyzing data to support decision-makingExperience coordinating multiple tasks and stakeholders to deadlinesMS Office intermediate knowledge – particularly Excel and PowerPoint, plus Word and OutlookGood communication and analytical skillsProblem solving skillsGood presentation and report-writing skillsStrong attention to detail and accuracy in reportingComfortable working with data, surveys and reporting platformsAbility to organize and manage own workload to deadlinesAbility to build and manage relationships across many levelsOwnership and a proactive, can-do attitudeDesirableWorking knowledge of survey platforms and/or reporting and dashboard tools (e.g. Qualtrics, Power BI or similar)Training or certification in market research, data analysis or customer experienceExperience working in a hospitality, leisure, cultural or museum environmentExperience using survey platforms and reporting/dashboard toolsExperience coordinating vendors, promoters or field teamsExposure to additional analytics or customer research methodsExperience working across multiple facilities or attractions