Senior Manager Consumer Insights

Job ScopeThe 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 ResponsibilitiesConsumer & Guest Insight OwnershipOwn the full destination consumer insight ecosystem, integrating insight from: Guest and consumer surveysOnline reviews (e.g. TripAdvisor, Google, OTA platforms)Complaints and guest recovery dataSocial and digital feedback (in partnership with Marketing/Digital teams)Qualitative research, open text feedback, and ad-hoc studiesAct as the single point of accountability for insight integrity, consistency, and governance at destination levelSurvey Administration & Methodology GovernanceOwn survey administration end-to-end, including: Survey design and questionnaire governanceSampling methodology and deployment cadenceVendor coordination and performance managementData validation, QA, and trend integrity over timeEnsure survey instruments align to experience frameworks, journey stages, and governance standardsPrevent survey proliferation, duplication, or misinterpretation across assetsInsight Synthesis & InterpretationSynthesize structured and unstructured data into clear insight themes, drivers, and root causesMove beyond "what happened" to explain why it happened and where to actIdentify systemic patterns across touchpoints, journeys, and assetsExecutive & Stakeholder Insight StorytellingProduce concise, executive-ready, ESL-friendly insight narratives for leadership forumsTranslate complex data into clear priorities, risks, and opportunitiesPartner with Design, Standards & Governance, and Assets to ensure insights are understood and actionableGovernance, Action Tracking & Feedback LoopsSupport the Guest Insights & Governance cadence by: Tracking actioning of priority insightsMaintaining feedback loops to confirm impactEscalating systemic or repeat issuesEnsure insight is used to inform experience design decisions, standards updates, and assurance prioritiesEssential QualificationsBachelor's degree in Market Research, Analytics, Data Science, Business, Psychology, Social Sciences, Statistics, or a related disciplineDemonstrated formal or practical training in quantitative and qualitative research methodologies8–10+ years' experience in consumer insights, guest insights, VoC/VoG, market research, or CX analytics rolesProven accountability for end-to-end insight systems, including survey programmes and multi-source feedbackExperience supporting senior leadership or governance forums with insight that informs prioritization and decision-making rather than reporting alone