Consumer Insights Senior Manager

Role purpose

This is a senior individual contributor position focused on managing the full consumer and guest insight process from start to finish. The role brings together structured and unstructured feedback to create clear, prioritized insights that support decision-making, governance, and improvement planning. It is responsible for the quality and administration of surveys and insight output, not for implementing improvement initiatives.

Core responsibilities

The position owns the insight ecosystem, including all major sources of consumer and guest feedback such as surveys, online reviews, complaints, digital channels, social feedback, and qualitative research. It serves as the primary point of responsibility for the accuracy, consistency, and integrity of insight data.

Survey operations are a key part of the role. This includes shaping survey design, defining sampling logic, managing deployment timing, and coordinating with external vendors. The approach used must remain reliable, comparable across reporting periods, and aligned with the wider experience framework.

The role also requires strong insight synthesis and interpretation. Feedback from multiple sources must be translated into clear themes, key experience drivers, and root causes. The emphasis is on explaining not only what happened, but why it happened and where action should be taken.

In addition, the role supports decision enablement by working with governance and design teams so that insight directly influences standards, priorities, and actions. It must also produce concise, executive-level narratives that help leadership understand the findings quickly and clearly.

Experience and profile

The ideal background includes 8–10+ years of experience in consumer insights, Voice of the Customer, Voice of the Guest, market research, or customer experience analytics. The role calls for strong analytical judgment, the ability to synthesize complex information, and effective storytelling skills. Experience handling multi-source feedback and managing surveys end to end is essential.