About the Role
We are looking for a Head of Insights to lead our guest and consumer insights capability across our attractions and theme parks. This role will bring together guest feedback, consumer research, operational and commercial data to uncover what our guests experience, why it happens, and where we can make the greatest impact. You will also lead forward-looking research to shape new concepts, experiences, and investment decisions.
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What You’ll Do
- Own the end-to-end guest and consumer insights programme across our attractions.
- Lead quantitative and qualitative research, including surveys, concept testing, guest journey research, and feedback analysis.
- Connect guest sentiment with operational and commercial data to identify what drives NPS, CSAT, return intent, and spend.
- Turn complex data into clear, actionable insights and recommendations for senior leadership.
- Identify guest needs, pain points, and emerging trends to support innovation and experience design.
- Partner with Innovation, Digital, Analytics, Marketing, and park leadership to ensure insights translate into business decisions.
- Manage research partners and ensure high standards of data quality and insight governance.
What We’re Looking For
- Bachelor’s degree in Market Research, Analytics, Data Science, Statistics, Business, Psychology, Social Sciences, or a related field.
- 5+ years’ experience in consumer insights, guest insights, Voice of Customer, market research, or CX analytics.
- Strong experience in both quantitative and qualitative research.
- Experience managing end-to-end survey/research programmes and combining insights from multiple data sources.
- Strong analytical skills with experience using tools such as Power BI, survey platforms, text/sentiment analytics, and advanced Excel.
- Ability to translate data into compelling, executive-level stories and recommendations.
- Experience influencing senior stakeholders and managing research agencies or vendors.
- Experience within attractions, theme parks, hospitality, aviation, retail, or another high-volume guest-facing environment would be an advantage.
Shape the Future With Us
At the company, we don’t just create world-class destinations - we create unforgettable memories for our guests and remarkable careers for our people. From theme parks and attractions to guest services and behind-the-scenes roles, every member of our team plays a part in delivering exceptional experiences. We’re driven by passion, powered by innovation, and committed to excellence in everything we do. We’re looking for passionate, driven, and talented individuals who are ready to grow, lead, and make a difference. No matter your background or expertise, there's a place for you at the company.
