Consumer Insights Manager

Role summary

The Consumer Insights Manager will own the daily running, enhancement, and reporting of Miral Destinations’ guest insight activity. The position focuses on Voice of the Guest surveys, research design, insight generation, stakeholder coordination, and promoter/vendor management across museum attractions and destinations in Abu Dhabi.

This role is responsible for ensuring guest feedback is collected, organized, analyzed, and translated into clear reporting that supports action and continuous improvement. It also requires close collaboration with internal teams, external partners, and service providers to keep the insight program effective and evolving.

In addition to managing the current program, the role holder is expected to take full ownership of the Voice of the Guest function, strengthen the tools and processes around it, and help expand the program over time.

Key responsibilities

• Keep survey dashboards and reporting tools updated so information remains accurate, current, and easy to access.
• Take full responsibility for the Voice of the Guest portal, ensuring the platform is maintained properly and remains reliable.
• Prepare recurring guest insight reports and dashboards for stakeholders, with emphasis on patterns, satisfaction drivers, and priority actions.
• Examine guest feedback and satisfaction data to uncover key themes, underlying causes, and improvement opportunities.
• Handle ad hoc requests for consumer insight analysis and reporting quickly and accurately.
• Produce one-off reports for external stakeholders whenever needed.
• Store all survey and feedback records carefully and securely, regardless of whether responses are positive or negative.
• Develop, test, and improve guest questionnaires and survey tools so they gather meaningful feedback across the museum portfolio.
• Support the creation and rollout of guest research initiatives, making sure the approach and questions suit the purpose.
• Coordinate survey schedules, sampling, and distribution across attractions and guest touchpoints.
• Continuously refine survey content, research methods, and reporting outputs based on business needs and good practice.
• Where practical, introduce additional analytics or customer research methods to deepen understanding of the guest experience.
• Coordinate promoters and field data collectors so surveys are delivered consistently and to required standards.
• Develop strong working relationships with internal stakeholders across museum assets and shared service teams.
• Manage supplier relationships with survey, research, and reporting platform vendors.
• Lead the Voice of the Guest program from start to finish, including survey delivery and reporting ownership.
• Share findings and recommendations with the right stakeholders to encourage action and ongoing improvement.
• Escalate survey, research, or reporting issues to the Voice of the Guest Director when necessary.
• Lead projects as assigned and contribute to the growth of the program and your own professional development.
• Oversee the mystery shopper program across touchpoints, making sure reviews follow the agreed framework.
• Prepare mystery shopper reports and distribute results to relevant stakeholders to support improvement efforts.
• Work with teams to address mystery shopper findings and complete any required corrective actions.

Required qualifications and experience

• A Bachelor’s Degree or Diploma in any discipline, such as market research, statistics, business, or social sciences.
• At least 1 year of experience working with surveys, research, or customer feedback data.
• At least 2 years of experience in a service-focused role within a multicultural environment.
• Prior experience preparing reports and interpreting data to support decisions.
• Experience managing multiple priorities, tasks, and stakeholders within deadlines.
• Intermediate MS Office skills, especially Excel and PowerPoint, along with working knowledge of Word and Outlook.
• Strong communication and analytical ability.
• Good problem-solving skills.
• Clear presentation and report-writing capability.
• High attention to detail and strong reporting accuracy.
• Comfort using data, surveys, and reporting platforms.
• Ability to plan and manage workload independently against deadlines.
• Ability to build productive relationships across different levels of the organization.
• Ownership mindset with a proactive, can-do approach.

Preferred experience

• Working knowledge of survey systems and/or reporting and dashboard platforms such as Qualtrics, Power BI, or similar tools.
• Training or certification in market research, data analysis, or customer experience.
• Background in hospitality, leisure, cultural, or museum environments.
• Direct experience using survey platforms and dashboard/reporting tools.
• Experience coordinating vendors, promoters, or field teams.
• Exposure to additional analytics or customer research methods.
• Experience operating across multiple facilities or attractions.