Reporting directly to the Senior Customer Insight Manager, the Customer Insight Specialist is part of a team responsible for understanding customer perception, motivation and behaviour.Our goal is to identify the actions needed to improve customer satisfaction and retention; to evaluate brand and product positioning and to identify business growth and differentiation opportunitiesThis role will manage the regular reporting and deep-dive analysis of our customer research programmes for brand and advertising tracking and our travel panel. The Customer Insight Specialist will also run bespoke brand and market customer research projects (both qualitative and quantitative). The Customer Insight Specialist will work with our data and with suppliers to provide clear and actionable customer research insights on consumer trends and customer perception of our brands within the market context on a regular and ad hoc basis
What you will be doingWorking with our research partners to deliver an understanding of our brands and competitors, how they are positioned in the market through the eyes of different consumer groups (age, affluence, region, booking type etc) thus identifying issues and opportunities, and drive prioritised action planning.Delivering an understanding of our market, trends in holiday behaviour, broader consumer trends which may impact our market and our performance in the market - highlighting important business opportunities and threats.Manage the research process, acting as day to day contact with the agencies selected for brand and market research projects (or our group colleagues in the case of multi-country studies).Conduct the routine analysis and reporting of the brand and communications trackers and deep dive investigations into brand and competitor performance and perception.Partnering with the Brand Marketing Team to integrate customer research findings alongside operational metrics (like media spend) to deliver joined up understanding of our communication impact. Providing expertise and advice on appropriate brand performance targets. Working with TUI colleagues in other European countries and our group HQ to shape how TUI measures brand perception and positioning.Manage the analysis and reporting of the travel consumer tracking study. Partnering, consulting and collaborating with the Senior Customer Insight Manager, brand and product teams to construct a brand and market research plan (that identifies critical customer needs, understands trends and uncovers insights) to inform thinking on brand positioning (TUI and competitor brands) and innovation to meet business objectives and drive competitive advantage.Developing briefs, selecting appropriate methodologies, commissioning and running bespoke research projects with market research agencies. Managing the debriefing of research to meet internal customer needs (on time & budget) and assuring that quality control tools and processes are in place and agencies managed appropriately.Ensuring through telling compelling stories that the greatest possible knowledge and insight are gleaned, disseminated and understood throughout the TUIUK&I business.Being an advocate for customer insight and creating opportunities for colleagues to get involved e.g. viewing focus groups, inclusion in debriefs, etc.
What we are looking forExperienced client-side insight professional with strong supplier management skills (Ideally with professional market research qualifications)Expertise in running tracking studies and analysisng data from tracking studies – integrating data from various sourcesProven experience of managing customer insight projects deploying both qualitative and quantitative methodologies from concept through to delivery – including questionnaire design, sampling, fieldwork studies, etc.Evidence of translating data into clear findings and recommendations, with the ability to turn data into digestible, actionable insight, and bring findings to life in a compelling way (reflecting the needs of different key audiences)Highly analytical and numerate with experience of interpreting large volumes of dataStrong project management, prioritisation and organisational skills, with a track-record of delivering to tough deadlinesConfident communicator, with strong collaboration skills and ability to influence business partners and senior stakeholders
Working within TUI groupHelp make our customers smile and in return you will be rewarded with a competitive salary and pension scheme. Additional benefits include holiday, flight and foreign exchange discounts, a childcare voucher scheme and lots more.* TUI UK and Ireland is the UK’s largest tour operator with key brands including TUI, Crystal and First Choice. We employ a team of 13,300 employees and serve over 5.2 million customers each year. TUI Group is the world’s number one integrated tourism business operating in around 180 countries worldwide with over 1,800 travel agencies across Europe, six airlines operating more than 130 aircraft, more than 300 Group-owned hotels and resorts and twelve cruise ships. Our 77,000 colleagues, all with a passion for holidays, work hard to deliver our customer promise ”Discover your smile”Please visit our website for more information.
How to applyTo apply for this role use the link below where you will be required to provide personal details, complete an online application form and upload a CV. -careers-portalIf you have any queries please like, follow or visit any of our recruitment social sites or contact *Correct at time of going to print, some benefits are non-contractual and subject to change
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