Customer Insight Manager (Temporary)
- Application Deadline: April 10, 2026
- Multiple locations
- Hybrid
Are you passionate about turning customer data into actionable insights that drive business performance?
We are looking for a Customer Insight Manager (+12 months maternity cover) to lead and maintain key Voice of Customer (VoC) and insight initiatives during a critical period of transition.
This role will take ownership of in-flight programmes, ensuring continuity of delivery across VoC, customer satisfaction and insight outputs. These initiatives play a key role in improving customer experience, increasing repeat purchase and driving long-term customer value.
You will work closely with senior stakeholders across Product, Commercial, Marketing and Digital, ensuring that customer insight is embedded into decision-making and prioritisation across the business.
This role requires the ability to quickly take ownership of existing programmes and deliver at pace in a global, complex, cross-functional environment.
What you’ll be doing
- Lead and evolve the Voice of the Customer (VoC) programme, including dashboard development, insight outputs and reporting
- Own and manage customer satisfaction and survey programmes (e.g. Loopon Post Voyage survey), ensuring effective delivery and continuous improvement
- Translate customer feedback and research into clear, actionable insights that improve NPS and overall customer experience
- Ensure insights are clearly linked to commercial outcomes, including customer retention, repeat purchase and customer lifetime value
- Partner with CRM and Digital teams to ensure insights inform segmentation, targeting, personalisation and content strategy
- Lead implementation and optimisation of the global customer review platform
- Manage external research agencies and ensure high-quality, cost-effective delivery
- Support delivery of brand tracking and market research programmes
- Influence stakeholders across the organisation to embed a customer-first mindset
What you’ll bring
We’re looking for someone who combines strong analytical capability with excellent stakeholder management and a hands-on approach to delivery.
Core competencies
- Strong communication skills, with the ability to translate complex data into clear, compelling insight
- Proven experience in customer insight and Voice of Customer programmes
- Experience working with customer experience metrics such as NPS and CSAT
- Strong analytical mindset and confidence working with data and insight tools
- Experience managing external research agencies and vendors
- Ability to influence and collaborate with stakeholders across multiple functions and seniority levels
- Comfortable operating in a fast-paced environment with multiple in-flight initiatives
- Proactive and delivery-focused, with the ability to take ownership and drive outcomes
Work with great people
Skills & Requirements
Qualifications & experience
- Educated to degree level or with equivalent demonstrable industry experience.
- 5+ years’ experience in customer experience, customer insights, market research, or a related field.
- Strong experience in managing external agencies and/or insight suppliers.
Attributes
- Understand how your (and the team’s) deliverables contribute to area goals and company strategy
- Set priorities, clear goals and expectations
- Ensure alignment with direct reports, manager and peers
- Give continuous feedback, motivate and guide
- Share knowledge and support development
- Cultivate trust and transparency
- Encourage development, mobility and succession planning
What we offer
- A dynamic and inclusive work environment where your ideas are valued
- Opportunities for professional and personal development
- Staff rates on our ships for you and your family
- Hybrid working arrangements, minimum 2 days in the office to support work-life balance
- A competitive benefits package
Ready to turn data into journeys that matter?
Apply now and let’s redefine customer engagement together
Great Place to Work
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Our team operates across many different roles all over the world. Each person makes an important contribution to deliver guest-centric and memorable experiences.
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At the heart of Hurtigruten is a passion for exploration and travel. It’s shared by our team who seek out the remarkable in order to inspire guests and each other.
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Our team has an unrelenting quest for improvement — for our business, our guests, the places we visit and their communities, and the planet as a whole.
About the company
Hurtigruten is one of the world’s great journeys, sailing and caring for the Norwegian coast since 1893. We are proud to be a national icon for generations of Norwegians and to have a special place in the hearts of our guests from around the world.
Our Original voyages connect 34 coastal communities. It is the classic way to travel the Norwegian coast as a local and has rightly become known as ‘The World’s Most Beautiful Voyage’.
To mark our 130-year anniversary, we launched an exclusive range of Signature cruises. These premium sailings showcase our favourite places of Norway’s coast with several hours spent in each port.
Quick overviewWe've been caring for our coast for 130 years and want to do whatever we can to help protect it for another 130 years and more. We’re creating sustainable travel experiences, striving to keep our footprint small and impact lasting.
Single-use plastic banHurtigruten was the first major travel company to have removed single-use plastic from its entire fleet and our hotels.
Hurtigruten FoundationThe Foundation specialises in the conservation of endangered species, fighting against marine and plastic pollution.
EmissionsCurbing greenhouse gas (GHG) emissions is crucial if we are to keep global warming in check. We know that the travel industry has work to do reducing its impact on the climate, so we’ve set out ways we can make a real difference by focusing on concrete, measurable solutions.
Michelle Wade | Contact Person
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