Head of Global Customer & Market Insights

Your mission

You'll be the go‑to voice of the customer for the organisation - owning our learning agenda, elevating brand health measurement, and turning research into clear decisions that move the business.

What you'll do

• Own the learning agenda for Brand Marketing: define priority questions, map knowledge gaps, and align stakeholders on the roadmap.
• Lead brand health measurement: evolve our tracking framework (awareness, consideration, preference, associations, mental availability), set targets with Brand leadership, and report progress with clarity.
• Run customer research end‑to‑end: drivers/barriers, Category Entry Points, message/concept testing, segmentation, and ad/campaign measurement; choose the right methods and balance rigor vs. speed.
• Support Creative, Supply Marketing and PR: design dedicated pre/post studies, partner selection, and campaign readouts that sharpen strategy and creative.
• Make insights accessible and actionable: create crisp pagers and exec summaries, run "insights roadshows," and maintain a searchable library so teams can self‑serve.
• Modernize our toolkit: pilot AI‑assisted analysis and synthesis, evaluate vendors/partners, and recommend the right stack for speed, quality, and value.
• Lead with influence: facilitate alignment across Brand, PR/Comms, Data/Analytics, CRM, Product Marketing, and local market teams.
• Manage and mentor: oversee 1 research freelancer; brief and manage agencies when scale is needed (including RFPs, SOWs, and budgets).
• Champion ethics and quality: uphold research best practices, privacy, and inclusive, unbiased language in surveys and stimuli.

How we'll measure impact

• Clear learning agenda delivered and adopted; priority questions covered per quarter.
• Brand health targets defined with leadership and tracked transparently.
• Study quality and usefulness (stakeholder CSAT/NPS), and adoption of "insights-to-action."
• Time‑to‑insight and cost efficiency through better tooling, partners, and AI‑assisted workflows.

Your Toolkit

• 10+ years in insights, research, strategy, or brand analytics (agency or client‑side); travel, marketplace, or consumer tech is a plus, not a must.
• Hands‑on with survey platforms and trackers; comfortable with BI tools (e.g., Looker/GA), spreadsheets, and light stats.
• AI adopter willing to leverage the latest tools to fast track their expertise.
• Experience designing and running segmentations, brand/creative testing, and campaign effectiveness studies.
• Vendor and budget management;
• Experience coaching a small team or freelancers.
• A track record turning mixed signals (reports, trackers, qual/quant, experiments) into simple, decision‑ready recommendations.
• Strong research craft: from writing tight briefs to method design, sampling, avoiding bias, and storytelling with evidence.
• Strategic communication: you translate data into "so what / now what," tailoring depth for execs vs. working teams.
• Influence and facilitation skills: you build trust, align diverse stakeholders, and can say "not now" when priorities compete.
• Curiosity and creativity: you test new tools, keep up with industry thinking (behavioral science, jobs‑to‑be‑done, consumer psychology), and know when to borrow vs. build.
• Excellent written and spoken English; additional languages are a plus.