Consumer Insights Manager

The 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 & Reporting
• Survey & Research Development
• Insights, Analysis & Reporting
• Promoter & Stakeholder Management

The 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.

• Maintain and update the survey reporting platforms and dashboards, ensuring data is accurate, timely and accessible
• Own and manage the Voice of the Guest portal, ensuring it is maintained, accurate and kept up to date
• Produce regular Voice of the Guest reports and dashboards for stakeholders, highlighting trends, satisfaction drivers and areas for action
• Analyze guest feedback and satisfaction data to identify themes, root causes and opportunities to improve the guest experience
• Respond to ad hoc consumer insights and reporting requests in a timely and accurate manner
• Produce ad hoc reports for external stakeholders as required
• Maintain all survey and feedback records appropriately and securely, whether positive or negative
• Develop, test and refine guest surveys and questionnaires to capture meaningful feedback across the museum assets
• Support the design and delivery of guest research, ensuring methods and questions are fit for purpose
• Coordinate survey timing, sampling and distribution across attractions and guest touchpoints
• Continuously improve survey and research tools, content and reporting based on stakeholder needs and best practice
• Where 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 standard
• Build and maintain strong relationships with internal stakeholders across the museum assets and shared services teams
• Manage relationships with survey and research vendors and reporting platform providers
• Take ownership of the Voice of the Guest program, leading survey delivery and reporting from end to end
• Share insights and recommendations with the correct owners and stakeholders to drive action and continuous improvement
• Escalate issues with the survey, research or reporting process to the Voice of the Guest Director where required
• Own and deliver projects as required, growing the program and developing your own skills over time
• Manage the mystery shopper program across touchpoints, ensuring reviews are conducted in line with the agreed framework
• Produce mystery shopper reports and share results with relevant stakeholders to support continuous improvement
• Work with teams to action mystery shopper findings and close out improvements where required

• Bachelor’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 data
• 2+ years’ experience working in a service industry in a multi-cultural environment
• Experience producing reports and analyzing data to support decision-making
• Experience coordinating multiple tasks and stakeholders to deadlinesMS Office intermediate knowledge – particularly Excel and PowerPoint, plus Word and Outlook
• Good communication and analytical skills
• Good presentation and report-writing skills
• Strong attention to detail and accuracy in reporting
• Comfortable working with data, surveys, and reporting platforms
• Ability to organize and manage own workload to deadlines
• Ability to build and manage relationships across many levels
• Ownership and a proactive, can-do attitude
• Working 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 experience
• Experience working in a hospitality, leisure, cultural or museum environment
• Experience using survey platforms and reporting/dashboard tools
• Experience coordinating vendors, promoters or field teams
• Exposure to additional analytics or customer research methods
• Experience working across multiple facilities or attractions