Job Description

The job in a nutshell


As Customer Insight Manager, you will manage a industry leading company customer feedback programme, with the responsibility for developing actionable customer insight to be utilised across Travelodge.  Additionally you will lead 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 critical operation of the overall customer feedback programme, being the key ambassador for the the voice of the customer throughout the company

What you’ll be doing


  • Run a best in class customer feedback programme, managing the leading third party supplier in this field  Deliver critical customer insight to the senior operations team to inform improvement programmes and work with varied stakeholders to inform change programmes and customer centric decision making

  • Utilise multiple data sources and data management techniques; including regression analysis, root cause analysis and correlation to develop real customer insight and trends.

  • Develop engaging reports and presentations to proactively influence stakeholders to act on findings. communicate insight to senior stakeholders s to senior stakeholders.

  • Develop systems and tools to effectively aggregate data sources into snapshot reports.

  • Analyse data and deep dives to discover early warning affecting performance drivers

  • Act as the data coordinator for the department.


What we’ll expect from you


  • Passion & Ability to work efficiently in a fast-paced environment

  • Proven experience in Analytics or Data Science (eg. regression analysis)

  • Solid experience in data analysis and reporting

  • Spreadsheet skills (Excel / Google Sheets), with knowledge of the all important formulas for data manipulation & visualisation

  • Working knowledge or familiarity with business intelligence tools (e.g. Power BI)

  • Highly numerate and comfortable working with results of numerical analysis



Desirable


  • Extensive experience within customer experience departments

  • Experience of managing and leading projects

  • Knowledge of mapping and streamlining processes

  • 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 


Stakeholder management 

 
  • Build strong internal stakeholder relationships at all levels, promoting 

communication and innovation


People 

 
  • Supporting your team’s success 



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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