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Insight Manager

  • Location

    Bedfordshire: Dunstable

  • Sector:

    Support Centre

  • Job ref:


  • Published:

    7 months ago

  • Expiry date:


  • Client:


Insight Manager – Guest Reporting & Analytics

Customer Insight team


£competitive, 30% bonus and excellent benefits

We are looking for an experienced and strategic Insight Manager to join our influential and award-winning Customer Insight team who, most recently, have won 2 AURA Awards for best Client-Side team in the UK and the ‘Insight Impact’ award. Offering an amazing opportunity to make an impact and manage a team, this role will see you playing a key role in driving customer-centric decision making across our Premier Inn hotels and Restaurants brands using insight led reporting and analytics to ensure we continue to put our customers at the heart of our business decisions.

We are the UK's leading hospitality company, a FTSE 100 organisation with over 35,000 employees worldwide, and for the last 9 years running we have been recognised as a ‘Top Employer’ by the Top Employers Institute.

Owning successful brands such as Premier Inn and hub by Premier Inn, we have over 750 hotels and over 70,000 rooms across the UK, Germany and the Middle East. We are also proud to own over 420 restaurants across the UK including Beefeater and our newer brands Bar + Block and Cookhouse & Pub. With exciting plans to innovate and grow our core UK and international business, and always keeping our customers at the heart of what we do, there has never been a more exciting time to join Whitbread!


What you will be doing:

  • Leading a team to develop accurate, impactful and scalable reports and insight to ensure guest led decision making across Premier Inn and Restaurants
  • You’ll provide the business with clear guidance around the performance of our Premier Inn and Restaurants estate
  • Delivering robust, representative insight around the strengths and weaknesses of trials across UK and Germany, you’ll suggest areas of improvement and ensure fair, transparent success criteria and project evaluation
  • You’ll establish accepted trial methodology to ensure all tests are taking place in a standardised, robust, consistent manner
  • You’ll understand the granular drivers of our customer satisfaction and likelihood to revisit; analysing and communicating effectively the trade-off between short-term revenue maximising moves against medium-term customer acquisition and retention
  • Building and maintaining strong working partnerships across the business, you’ll ensure co-creation of development & analysis
  • You’ll manage a portfolio of projects ranging from weeks (e.g. data queries) to multi-year (e.g. refurbishment trials; new concepts). 
  • You’ll manage requested and self-initiated analysis to identify opportunities to improve guest experience and operational ways of working


Why we’d love you to apply:

  • You have 5+ years insight and analysis experience and 3+ years’ experience in line management
  • With strong leadership skills and natural influencing ability, you’ll be able to build and maintain relationships with stakeholders across the business at all levels
  • You’re able to see the bigger picture – you can present complex analytical data and insights, both visually and orally in simple, commercially focused stories
  • You have a curious and driven mindset coupled with a strong desire to build fantastic relationships and collaborate both within the insight function and across teams within Whitbread
  • With a high-level of problem-solving ability, you’re able to balance strong analytical expertise with a pragmatic, commercial mindset to address complex business problems
  • You can co-ordinate both in team and across functions to utilise a myriad of different data sources to answer complex business questions – this may be from the analytics team, research outputs or through the customer experience programme
  • You have a structured approach to managing multiple reports and ad hoc projects and can prioritise these effectively to maximise the impact of the team
  • You have a proven ability and genuine passion to support, coach and develop a high performing team


In return, we will offer you:

  • A market competitive base salary
  • Up to 30% annual bonus
  • Sharesave scheme
  • A collaborative work culture that focuses on enabling your success and continuing your personal development
  • A genuine flexible working policy
  • Family cover BUPA healthcare
  • Optional contributory pension matched up to 10%
  • Free parking across our Support Centre campus
  • Subsidised restaurant
  • Up to 50% discount off our brands
  • Perks at work