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Customer Experience Insights Manager
Travelodge Support Office Thame

Customer Services & Central Operations jobs
Up to £45,000 dependent upon experience plus benefits
Job Description

The job in a nutshell

As Customer Experience Insights Manager, you will manage the company customer feedback programme and a number of varied projects focused on continuous service improvement and innovation. This is the ideal role for someone genuinely customer oriented and with a unique mix of analytical, organisational and stakeholder management skills.

This role has overall responsibility for ensuring the smooth operation and continued improvement of the NPS programme as well as being an ambassador of the voice of the customer throughout the company

What you’ll be doing

  • Managing the overall NPS and customer satisfaction survey programme 

  • Ensure the prompt resolution of all technical issues related to the survey portal and dashboard

  • Owns the relationship with the survey programme supplier, including compliance of SLAs

  • Ensure training related to the customer insight contents is updated and available to all colleagues across the business

  • Lead the delivery of a number of customer insight related projects and analysis (excel proficiency)

  • Identifies new areas for improvement within the survey programme 

  • Provides effective customer feedback to all departments to ensure data and insight are used to drive improvement

  • Manage and work closely together with the customer insight analysts to guarantee data quality and provides direct support 

What we’ll expect from you

  • We are looking for someone that can work in a busy, fast paced environment, who can multitask, and is highly organised with great interpersonal skills. 

  • Extensive experience within customer experience departments

  • Experience of managing and leading projects

  • Knowledge of mapping and streamlining processes

  • Experience of facilitating groups

  • Experience of managing senior stakeholders

  • Ability to collect and analyse data from a variety of sources to provide useful insight for project teams

  • Project Management experience in Prince2 

At Travelodge, we believe that behaviours are just as important as the activities you carry out. The ones we look for in every colleague are:

I care about people

  • I treat everyone in a way I would like to be treated

  • I am easy to work with

  • I have a can do attitude

  • I care about the impact my work has on others

I pay attention to detail 

  • I do the little things that make a difference to our customers 

  • I work to brand standards

  • I treat Travelodge time, equipment and stock as if it were my own

I drive for results

  • I hit targets in my role and work at the right pace

  • I take ownership of problems and try to fix them fast

  • I look for ways to avoid future problems

  • I look for ways to promote Travelodge

What you can expect from us 


At Travelodge, we are warm, straightforward and optimistic. We have a big footprint in the UK, but still a small company feel and you can expect quality and value to be built in to everything we do. You’ll have the support of a close network of colleagues and managers, and every day is different here! We want you to bring your personality to work and we love our diversity.

Reward and recognition 

It’s not just our customers we want to wake up with a smile on their face. As well as a competitive salary, being part of our hotel support centre means great holiday entitlements, pension contribution deals, being part of our bonus scheme, and a Thanks Card giving generous room and food discounts as well as friends and family rates.

Career and development 

We want you to develop further with us at Travelodge and we’ll provide you a development plan to help you reach your goals.   You can expect to have a full induction and training relevant to your role. We advertise all our vacancies internally, so you’ll have the opportunity to really develop your career with Travelodge.

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