Mandarin Oriental
Director, Customer & Market Insights
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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.
About The Job
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.
As Director, Customer & Market Insights, you will be responsible for the following duties:
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.
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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.
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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.
As Director, Customer & Market Insights, we expect from you:
- 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
Learning & Development: Your success is our success. We craft unique programmes for every stage of your career so you can grow continuously.
MOstay: Enjoy complimentary nights and attractive rates at Mandarin Oriental properties worldwide.
Health & Wellness: Your wellbeing matters to us. We offer global health benefits and wellness programmes.
Retirement Plans: We reciprocate your commitment with competitive retirement plans.
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