Role Overview

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.

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.