Customer Experience Insight Manager, Southampton

Carnival UK
Southampton, Hampshire
23 Aug 2018
23 Sep 2018
Contract Type
Full Time

An exciting client-side opportunity for a highly capable Customer Experience Insight Manager to help deliver even better holidays for customers of our leading travel brand, from within our growing Insight team.

We are looking for a fantastic insight professional to develop and lead the Voice of the Customer programme for both P&O Cruises and Cunard.  You’ll be passionate about our Guests’ experience, experienced at designing customer feedback surveys, an expert at finding meaningful insights in customer feedback data and great at engaging an insight hungry business to drive business-changing decisions based on your findings.

The role is based at the impressive Carnival UK Headquarters in Southampton and is paying a competitive salary plus benefits including pension, huge discounts on our cruises and more.

Carnival UK is the operating company for P&O Cruises & Cunard. We provide unforgettable holiday experiences and operate a winning culture to achieve standout success.

We have big plans for the future and our industry is ripe for innovation. With 3 new ships on the horizon, our business is growing rapidly.  As we embrace new technology we have the need to protect our organisation and customers from threats and risk. Be part of the journey and help shape and embed processes & procedures!

The Role

To drive change that continually improves the holiday experience of our Guests, through the analysis, interpretation and presentation of Guest satisfaction survey feedback.

Key Responsibilities:

  • Champion the Guests voice within the organisation, actively seeking out the most impactful ways to improve Guest Experience.
  • Lead the development of our in-house Guest feedback processes and analysis to enhance response, insight richness, survey experience, reporting and insight generation.
  • Build effective relationships across the business to ensure that stakeholders are kept up to date with the latest relevant insights and their needs are met.
  • Responsible for maximising the understanding of Guest needs by demographic, attitudinal and behavioural segments.
  • Ensure communication is effective and presented in the way that best suits the audience.
  • Develop strong working relationships with third party suppliers, industry experts, consultants and other external stakeholders to ensure that latest industry thinking is incorporated in our work.
  • Responsible for the design, collection and analysis of two Guest feedback surveys – and therefore the accuracy, richness and robustness of the data generated.
  • Line-manage an analyst providing direction, support and coaching to maximise performance and development.
  • Coaches the wider organisation in understanding the use and availability of Guest feedback.

Experience & Work Based Competencies:


  • Generating insight and interpreting findings from large surveys – ideally within customer satisfaction.
  • Turning insights into digestible actions that drive positive business change.
  • Manipulating data and presenting data using MS Excel and PowerPoint.
  • Ability to translate data insights into engaging, meaningful stories that bring about business change.
  • Ability to analyse and interpret survey data to create meaningful recommendations that will influence business decisions.
  • Ability to apply survey design principles, and be sensitive to the advantages of limitations of different question types.
  • Ability to create data visualizations that bring insights to life in innovative and engaging ways.
  • Strong commercial acumen. Ability to understand and prioritise business needs and focus.

Education, Qualifications and Training:

  • A good degree in a numerate subject (e.g. maths, statistics, operational research, economics, science, engineering) OR
  • Equivalent recognised professional qualification in the relevant subject.

Behavioural Competencies:

  • Analytical – curious mind, able to spot trends in data and turn them into commercial stories, while appreciating the need for accuracy and consistency.
  • Communication and Influence – able to present clearly and concisely in a way that will motivate others to change their focus and actions, and amend your style to the needs of the seniority, knowledge and technical understanding of the audience.
  • Ability to manage a range of stakeholders, delivering to their needs and managing deadlines across a wide variety of business areas – from Marketing, Guest Experience, Entertainment, Food & Beverage, Maritime and Sales.
  • Initiative and taking the lead – is proactive in seeing what needs to be done and taking action, prepared to recommend and take a different direction where required.
  • Impact – loves to make a difference, motivated by delivering positive change and prepared to work hard to achieve it, understands needs of others to deliver the most impact to their role and the optimum places to influence change.
  • Ability to empathise with Guests and their needs, to ensure you can champion their voice and communicate at their level, not just fall into established business theories, stereotypes and jargon.

About us

One of our core organisational values is that we are 'better together' and that’s why we’re working hard to build a flexible and inclusive culture; where difference is respected and valued and where our people can be themselves. Inclusivity is at the heart of our everything we do so we welcome applications from everyone. We do not discriminate on the basis of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage & civil partnership and pregnancy & maternity.

Carnival UK is the operating company for P&O Cruises & Cunard. We provide unforgettable holiday experiences and operate a winning culture to achieve standout success.

Our Cunard ships have been defining sophisticated ocean travel for over 175 years. Our ships have always been The Most Famous Ocean Liners in the World.  We continue our legacy of luxury ocean travel with our flagship Queen Mary 2, Queen Victoria and Queen Elizabeth, with Queen Mary 2 providing the only regularly scheduled transatlantic service between Southampton and New York. In 2022 our fourth Queen will join our Cunard fleet.

P&O Cruises has a proud and long tradition, with seven ships including our flagship Britannia which joined our fleet in March 2015.  Our new ship, the largest in the UK market, will join the fleet in 2020, meaning we can offer more experiences tailored to British tastes - combining genuine service, a sense of occasion and attention to detail, ensuring passengers have the holiday of a lifetime, every time.

It takes great passion and real dedication to maintain our position at the top. That’s why extraordinary, passionate people are at the heart of our journey delivering the highest standards to our valued customers. With support to help you reach your potential, attractive company benefits and incredible employee offers on discounted cruises we want your career with us to be successful and fun. 

Join us on our journey, apply now.