Job Description

The job in a nutshell


As Senior Customer Insight Analyst you will be responsible for delivering customer feedback insights to improve our service quality. 


You will design and carry out customer analysis in order to add value to the business by drawing insightful conclusions and by making actionable recommendations.


What you’ll be doing:


  • As a senior analyst you will be dedicated to key areas such as Tripadvisor analysis and yearly targets for all of the central and field operation teams. 

  • As a senior analyst you will be the primary reference point to carry out ad hoc analysis to support the Better Travelodge strategy initiatives

  • Create performance dashboards and reporting functionality on customer behaviour 

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

  • Become the central point of contact for data collection

  • Work with the wider team and to deliver ‘actionable insight’ through dashboard enhancements and reporting

  • Constantly develop your own professional knowledge and awareness of customer behaviour

  • Recommend the highest value solutions presenting insight and responding to any challenges as required

  • Use data to identify areas of opportunity to drive growth and engagement of products

  • Interpret the results of the analysis undertaken and summarise key findings and make recommendations. 



What we’ll expect from you


  • +2 years experience of customer insight techniques within a data intensive organisation

  • Excellent organisational skills, and the ability to compile lots of data and insight from various channels into meaningful recommendations for the business

  • Wide understanding of the channels which are available for gathering customer insight. 

  • Ability to work independently to deliver quick results and proactively share ideas with the wider team. 

  • Ability to manage conflicting priorities, multitask and meet deadlines

  • Being passionate about customer insight and able to demonstrate a thorough understanding of Travelodge’s customers; their behaviours, characteristics and relationship with the organisation.

  • Ability to make complex information understandable to everyone

  • A strong analytical approach with excellent knowledge of Excel

  • A passion for data analysis and problem solving

  • The ability to work under own initiative, effectively prioritise workload and thrive in a fast paced environment

  • Strong communication & interpersonal skills, and a good team player


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 


Culture 


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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