Director, Customer & Market Insights
Negotiable
Experience
Unlimited
Job Type
Full Time
Location
Canada, London
Mandarin Oriental is looking for a Director, Customer & Market
Insights to join our Brand team.
Are you
a master of craft? Do you thrive in a team that succeeds together, demonstrating
integrity and respect while acting responsibly? Do you embrace a growth mindset?
We invite you to become a fan of the exceptional.
Mandarin Oriental
is the award-winning owner and operator of some of the most luxurious hotels,
resorts and residences located in prime destinations around the world, with
a strong development pipeline. Increasingly recognised for creating some of
the world’s most sought-after properties, the Group provides legendary service
inspired by Asian heritage whilst representing the very cutting-edge of luxury
experiences.
Based at the
Corporate Office in London, within the Brand function, the Director,
Customer & Market Insights acts as the voice of the customer for Mandarin
Oriental, leading the global capability that builds a deep understanding of HNW+
guests, evolving needs and the market dynamics shaping luxury hospitality.
Sitting within the Brand team and partnering closely with Service
Excellence, the role translates customer, market and behavioural insight into
clear strategic direction, helping the business strengthen brand relevance,
identify growth opportunities and make more guest-centric decisions across
planning, product, service and experience development.
Customer Insights
Strategy
• Lead Mandarin Oriental’s customer insight
strategy, ensuring guest needs, behaviours and expectations inform brand,
commercial and guest experience priorities.
• Provide
strategic recommendations that help shape planning, prioritisation, positioning,
product development and experience improvement across the global portfolio.
Voice of Customer Programme
Leadership
• Act as product lead for Qualtrics, partnering
closely with Service Excellence and IT to define the Voice of Customer
development roadmap and support model.
• Own research
programmes, including Brand Health Tracker, NPS, digital feedback and ad hoc
research.
• Design and deliver new quantitative
and qualitative research programmes, including surveys, interviews, focus
groups, analysis, synthesis and executive-ready reporting.
•
Support Service Excellence in identifying opportunities to evolve transactional
feedback programmes, including post-stay, spa and dining, while ensuring
a branded, intuitive feedback process.
Behavioural Analysis & Reporting
•
Co-own guest dashboards, reporting rhythms, insight outputs and knowledge bases
with Data & AI, improving access to clear and consistent customer knowledge.
• Create practical reporting rhythms, insight outputs
and knowledge bases that make customer insight easier to find, understand
and use.
• Maintain and evolve scalable customer intelligence
tools with AI team, including insight agents, trend monitoring and guest
feedback synthesis capabilities.
• Co-own guest segmentation
with Data & AI, leading its interpretation, expansion and adoption so teams
understand priority guests and apply insight in strategy, planning
and experience design.
Analysis &
Strategic Application
• Maintain practical frameworks
covering customer needs, guest archetypes, journeys, moments that matter
and drivers of satisfaction, loyalty and brand preference.
•
Translate customer, market and behavioural data into concise insights,
implications and recommendations for senior stakeholders.
•
Lead knowledge audits, opportunity sizing, market analysis and competitor
benchmarking to inform growth, innovation and guest experience priorities.
Cross-Functional Influence
• Partner with Brand, Digital, Operations, Quality,
Development, Commercial and hotel teams to embed guest insight into priorities,
product and service development and action plans.
• Influence
senior stakeholders by presenting evidence clearly, connecting insight
to business priorities and supporting practical next steps.
• Significant experience
in customer insights, customer strategy, Voice of Customer, market research or
a related strategic role, ideally within hospitality, luxury, travel, consumer
or another service-led environment.
• Proven ability
to translate research, guest feedback and market evidence into strategic
recommendations, experience improvements and commercial opportunities.
• Strong analytical, storytelling and stakeholder management
skills, with the ability to turn complex information into clear recommendations.
• Experience with research tools, feedback platforms,
dashboards or insight systems; Power BI, Qualtrics and AI-enabled tools
advantageous.
• Strong track record influencing senior
stakeholders and managing multiple priorities across markets, partners
and teams.
• Guest-centric, commercially minded, curious,
collaborative and action-oriented, with strong judgement, rigour and attention
to detail.
Our Commitment to You
