As our Customer Experience Lead, you will become the subject matter expert for the Customer Experience Programme (CX) for Whitbread Hotels and Restaurants

Role: Customer Experience Lead (Insights)

Function: Brand

Location: Dunstable

Salary: £40,000 - £45,500 + up to 30% bonus + BUPA private healthcare (family cover)

Our brands speak for themselves, but that’s down to the work that our Customer and Propositions team put in, through creativity and innovation that allow us to elevate our brands, gain new guests and keep our regulars coming back for more. From producing branded adverts that showcase choice of hotel rooms, right through to promoting new launches, B2B initiatives and collaborating with agencies to deliver different digital campaigns, our insights and research team are at the heart of getting our brands noticed

As our Customer Experience Lead, you will become the subject matter expert for the Customer Experience Programme (CX) for Whitbread Hotels and Restaurants to drive the engagement with our guests across the Whitbread estate and into the support centre that underpins core guest measures for the annual incentive scheme via ‘WINcard’ as well as key product and proposition development initiatives.

What you will be doing:

• Work closely with the Senior Insights Manager to develop and execute the long-term CX strategy and direction for the Whitbread programme (internally branded as Spotlight), to form a broader, best-in-class programme and ensure that Whitbread gain maximum benefit from the CX programme
• To be the subject matter expert in this space, collaborating with key Whitbread stakeholders and the broader Insight Team (who focus on analytics from the Customer Experience program data and other data sources and research)
• Establishing how to use the CX programme to provide insight and measurement to enhance the customer journey
• Support in the development of a closed loop programme for Spotlight and reviews that guests leave in conjunction with our contact centre
• Main point of contact with our chosen CX provider for Premier Inn & Restaurants (PI&R) to manage developments and issue resolution
• Lead the development in capability of the platform, in conjunction with industry best practice, stakeholder requirements, working in partnership with IT and our CX supplier
• Resolve technical issues and build long-term automated solutions in partnership with the senior data analyst in the insight team
• Be the thought leader for the business on how to get the most out text analytics and sentiment analysis. We have text analytics models which our supplier builds & expect these to evolve so this would be a key part of the role

Open to you:

• Proven experience of working on customer experience programmes in either a client side or agency role
• You will have been involved with text analytics models with an established understanding of how these can be maintained, evolved and applied to solve business questions (technical build will sit the supplier)
• You have extensive knowledge of CX software (preferably Medallia/Qualtrics) and be confident to challenge technical implementation partners on how solutions are delivered
• You will have knowledge of the CX market (key vendors, trends and best practices)
• Highly analytical and able to drive projects through to completion and able to engage and influence a wide audience of stakeholders across the business.

About us:

We’re 1,200 hotels and restaurants in the UK, Germany and the UAE, but we’re more than that. We’re the 35,000 people supporting our brands every day. The ones sourcing the nation’s favourite breakfast, plating up family favourites, and the great night’s sleep guaranteed people. We’re also always preparing for new openings, looking ahead and revamping our online presence. We do it for our guests, and it’s the details that keep them returning time and time again. We could be at the end of their road, their trusty choice for business trips, or we could be the place they associate with big celebrations up and down the country. We’re a constant in a changing world, and we’d love you to join us. Bring your energy, ideas and sense of fun, we’re waiting and so are our brands.

Benefits, you ask? Well there’s a lot of great perks to enjoy when you’re in. A competitive salary goes without saying, but we also provide up to 30% annual bonus, a car allowance, flexible working, BUPA healthcare cover for you and your family and brand discounts to name just a few.

Whitbread is an inclusive employer, strongly believing that everyone is unique and there should be no limits to ambition. We welcome your application whatever your background or situation. We are open to flexible working and, where possible, will try to support this.

Whitbread is an inclusive employer. We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We welcome your application whatever your background or situation. Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQ+ community (those who identify as gay, lesbian, bi-sexual, trans sexual, non binary or use another term), are strongly encouraged to build a career with us. We are open to part-time and flexible working and, where possible, will try to support this.