Digital Customer Insights Lead

As the Digital Customer Insights Lead, you will play a key role in ensuring that Qualtrics customer insights across our range of products, experiences and markets is gathered, analysed, and shared with stakeholders in ways that support our UX and UI programme of continuous enhancements to improve the user experience.

Please note the closing date for applications is : Sunday 13th October

ABOUT OUR OFFER
 

• Personal benefits: Attractive remuneration, bonus opportunity, exclusive travel perks & discounts, extensive health & wellbeing support, and more.
• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance and offer hybrid or remote working models.
• A career to shape: Opportunities to upskill, reskill and grow your career. Access the TUI Tech Learning Hub to level-up and reach your ambitions.
• Expand your horizons: Participate in our tech communities and collaborate on global projects and teams.
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation and the Sustainable Tech Community. 

ABOUT THE JOB

As a customer experience expert and key proponent for the customer in the digital space, your primary responsibility will be to bring to life the user experience, based on customer feedback, with our DX Team and other stakeholders and deliver strategic insights appropriately through thorough regular analysis and reporting.

Using your deep understanding of the user experience you will regularly report customer feedback insights, contextualising your findings with actionable recommendations for improvement. To do this, you’ll ensure that customer insight can be effectively collated and consumed by our stakeholders at all levels.  

You will work closely with your colleagues in Digital Research to provide rounded insight that enables deep understanding and appropriate prioritisation of the issues and opportunities found, and to look for new ways to join customer feedback up with other sources of insight (eg user research, analytics) to drive customer satisfaction improvements through actionable insights and recommendations.  Therefore, a key stakeholder group is the agile teams – DX Leads, UX and UI Designers, and Product Management will all benefit from regular updates and collaboration with you.

You will be heavily involved in managing, developing and iterating the reporting from Qualtrics, using your ability to understand the complex data architecture systems to plan and build suitable dashboards to help us get the most out of the tool.  Your regular interaction with DX Leads, UX and UI Designers, our colleagues in Digital Product, and other senior team members in the Architecture and Analytics teams, as well as our implementation partner, ensures the tool is robustly built and integrated. Your understanding of customer feedback tools, quantitative research methodologies, and how best to use the insights to drive customer engagement improvements will see you identify useful new functionality and how best to incorporate this into existing processes and ways of working. Your drive to contribute to improving the user experience will see you uncover more opportunities for insights (e.g. related to usability testing findings, A/B or optimisation test results) as well as broadening and enhancing the range of insights already covered.

You’ll be regularly reviewing processes and methods to keep TUI operating at ‘best in class’ level, and looking for new ways of driving engagement with all customer feedback insights you uncover, tailoring your approach to delivery and sharing to have the most impact.

You have demonstrable people management experience to line manage, coach, develop and performance manage the Digital Customer Insights Executive.

Your passion for the customer and deep understanding of the insight you provide will be key attributes in how you engage with and influence stakeholders to achieve customer-centric outcomes from the information at your disposal.
 

ABOUT YOU

• Passion for continually analysing and improving the customer experience and keeping up to date with best-in-class and emerging methods and processes
• A background in quantitative user research methodologies and reporting is beneficial
• Experience working in a complex, fast-moving, and international Ecommerce environment
• Understanding of customer feedback tools implementation is beneficial
• Strong interpersonal skills to work with senior internal stakeholders and external suppliers
• Great communication skills to deliver insight effectively at all levels
• Strong organisation and prioritisation skills, analytical and strong attention to detail
• Pragmatic, collaborative and constructive approach to delivering value
• Experience of managing and developing a small team
• Proven ability to deliver quality outputs independently to priorities and agreed timelines

From a workplace to a place to belong.  At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.

We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.

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