Head of Global Customer & Market Insights

About the Role

Join GetYourGuide and transform the travel experience globally by connecting millions to trusted, unique activities. Our mission centers on making every journey memorable, and now you can be part of this vision at our Berlin headquarters. In this pivotal role, you will spearhead the organization's deep understanding of customers as the primary advocate for their voice. Your leadership will guide the learning agenda, enhance brand health tracking, and translate research into clear strategic decisions.

Key Responsibilities

• Define and own the learning priorities for Brand Marketing, identifying key questions and knowledge gaps while aligning stakeholders on research roadmaps.
• Oversee the brand health measurement framework encompassing awareness, consideration, preference, associations, and mental availability, setting targets with leadership and transparently reporting progress.
• Lead comprehensive customer research covering drivers and barriers, category entry points, message and concept validation, segmentation, and advertisement/campaign analysis, balancing methodological rigor and speed.
• Support Creative, Supply Marketing, and PR teams by designing targeted studies, selecting partners, and delivering insightful campaign evaluations to refine strategies and creative work.
• Make customer insights broadly accessible and actionable by producing concise summaries, conducting insight presentations, and maintaining a searchable knowledge library.
• Drive innovation in research tools, including piloting AI-enabled analysis, assessing vendors and partners, and recommending optimized solutions focusing on speed, quality, and cost-effectiveness.
• Facilitate collaboration and alignment among Brand, PR/Communications, Data/Analytics, CRM, Product Marketing, and local markets.
• Manage and mentor a research freelancer and coordinate with external agencies, handling requests for proposals, statements of work, and budgets when scaling research efforts.
• Ensure the highest standards of research ethics and quality, maintaining privacy, inclusivity, and unbiased language throughout surveys and study materials.

Measuring Success

• Delivery and adoption of a comprehensive learning agenda with quarterly coverage of priority questions.
• Establishment and transparent tracking of brand health targets with leadership involvement.
• High stakeholder satisfaction reflecting study quality, usefulness, and conversion of insights to actionable steps.
• Improved efficiency and speed in generating insights through upgraded tools, partnerships, and AI-based workflows.

Required Qualifications and Skills

• Over 10 years of experience in insights, research, strategy, or brand analytics, with agency or client-side exposure; background in travel, marketplaces, or consumer technologies is advantageous but not mandatory.
• Proficiency with survey platforms, brand tracking tools, business intelligence software (such as Looker, Google Analytics), spreadsheets, and foundational statistics.
• Adoption of AI technologies to accelerate expertise and research workflows.
• Expertise in designing and managing segmentation, brand and creative testing, and measuring campaign effectiveness.
• Experience in vendor oversight and budget management.
• Leadership experience in coaching and mentoring small teams or freelancers.
• Demonstrated aptitude for synthesizing quantitative and qualitative data into concise, actionable recommendations.
• Strong research methodology skills including brief writing, method design, sampling, minimizing bias, and evidence-based storytelling.
• Effective strategic communication tailored to varied audiences, from executives to operational teams.
• Proven ability to influence and facilitate consensus among diverse stakeholders, prioritizing tasks effectively.
• Curiosity and innovation in applying current industry knowledge, including behavioral sciences and consumer psychology, while judiciously balancing new tool adoption versus building bespoke solutions.
• Fluency in English, both written and spoken; additional languages are a plus.

Employee Benefits and Culture

• Annual personal development budget and access to mentorship programs for ongoing growth.
• Flexibility to work remotely worldwide for up to 30 days annually.
• Hybrid work model with three office days per week and two optional remote days for focused work.
• Team engagement via quarterly and annual company events promoting collaboration and sociability.
• Monthly allowances towards transportation and fitness.
• Discounts on activities available to employees, friends, and family.
• Support for language learning costs.
• Comprehensive health and wellness programs.

Equal Opportunity Commitment

GetYourGuide is dedicated to inclusivity and fair evaluation for all qualified applicants, regardless of age, gender identity, ethnicity, sexual orientation, disability, or religion. Applicants are advised not to include photos or age details in their submissions.