Senior Manager - Guest & Consumer Insights

About the role

Miral Experiences, a regional leader in operating immersive attractions and theme parks in Abu Dhabi, is looking for a Senior Manager - Guest & Consumer Insights. The role brings together guest feedback, consumer research, operational and commercial data to understand what guests are experiencing and what actions to take. It is a proactive insights role that leads forward-looking research shaping new concepts, experiences, innovation and investment decisions.

Key responsibilities

• Own guest and consumer insights across surveys, online reviews, complaints and recovery data, social and digital feedback, qualitative research, mystery shopping and other channels.
• Lead the end-to-end survey programme, including design, sampling methodology, data quality and vendor management.
• Combine guest feedback with operational and commercial data to explain NPS, CSAT, intent to return and spend.
• Identify patterns, pain points and opportunities across guest journeys, attractions and guest segments.
• Lead proactive research such as concept testing, prototype testing, journey research, opportunity discovery and new attraction or experience research.
• Partner with Innovation & Design teams so insights inform new concepts and experiences.
• Track consumer trends, competitor activity and evolving guest expectations.
• Translate research and data into clear, executive-ready insights and recommendations.
• Partner with operational, commercial, digital and analytics teams to drive adoption of insights, manage research partners and build the wider insights capability.

Required profile

• 5+ years of experience in consumer insights, guest/customer insights, voice of customer, market research, consumer research or CX analytics.
• Proven experience managing end-to-end survey, research or customer listening programmes.
• Strong track record of using insights to influence product, service, customer experience or business decisions.
• Bachelor's degree in Market Research, Analytics, Data Science, Statistics, Business, Psychology, Social Sciences or a related discipline.
• Experience in attractions, theme parks, hospitality, aviation, retail or similar high-volume guest-facing environments is highly desirable.
• Nice to have: experience supporting concept testing or service design, familiarity with human-centred design, experience with AI-assisted analysis of unstructured feedback, experience leading analysts or researchers, and Arabic language skills.

Required skills

• Quantitative and qualitative research methods, including survey design, sampling and mixed-method research.
• Research and analytics tools: survey platforms, text/sentiment analytics, Power BI or equivalent visualisation tools, and advanced Excel.
• Executive communication, storytelling and stakeholder management.
• Managing research agencies or external partners.