Customer Insights Specialist, On the Beach

Salary not provided

+ Share Incentive Plan (SIP)

Excel

Power BI

Junior and Mid level

Manchester

In office Tuesday & Wednesday

2+ days a week in office

A product led tech company specialising in the travel sector

Posted today

A product led tech company specialising in the travel sector

201-500 employees

B2CHospitalityRetailTravelArtificial IntelligenceBig dataDeep TechMachine Learning

Posted today

Salary not provided

+ Share Incentive Plan (SIP)

Excel

Power BI

Junior and Mid level

Manchester

In office Tuesday & Wednesday

2+ days a week in office

201-500 employees

B2CHospitalityRetailTravelArtificial IntelligenceBig dataDeep TechMachine Learning

Company mission

To become Europe’s biggest and most loved online retailer of beach holidays.

Job

Company

Role

Who you are

Analytical Mindset: You have strong analytical skills with experience in structuring and interpreting data to track performance, with an eye for detail
Communication & Copywriting: You have excellent stakeholder management skills and the ability to write clear, engaging, and purposeful customer-facing copy
Action-Oriented: You don’t just spot problems; you enjoy fixing them by tweaking flows and improving how we talk to our customers
Platform Experience: You have experience working with customer/omnichannel platforms, NPS, and CSAT metrics at an operational level
Technical Literacy: Strong experience using Microsoft Excel and PowerBI, along with other data management tools

What the job involves

We are seeking a dynamic Customer Insights Specialist to play a pivotal role in enhancing the customer and colleague experience
As part of our Customer Experience team, you will be improving operational performance through data-driven insights, relevant to our business goals and customers' needs
Your role will focus on analysing customer interaction data to uncover hidden pain points, generate actionable insights, and execute changes that drive continuous improvement across our products and services
You will collaborate with key stakeholders and use your findings to optimise operational workflows and customer touchpoints
Journey Enhancement: Collaborating with the Customer Journey Leads to enhance the experience across the end-to-end customer journey
Root Cause Analysis: Identifying customer/colleague pain points by analysing and structuring insights found in feedback, external data (NPS, Trustpilot), and complaints
Proactive Communication Strategy: Designing and implementing proactive email communications for operational updates. Your goal will be to get ahead of customer needs, reducing inbound contact volumes and improving Voice of the Customer (VOC) scores
Content & Flow Optimisation: Updating platform wording, micro-copy, and non-technical user flows based on your insights to ensure a seamless, intuitive experience
Quality & Compliance Control: Creating and monitoring robust controls for customer communications to ensure consistency, accuracy, and brand alignment
Operational Efficiency: Analysing customer and colleague data to further assess how we can streamline the speed and quality of service

Our take

With around 80% of UK citizens’ holidays booked online, On The Beach has become a challenger brand in the beach and package holiday sector. With around two million people using its platform to book their holidays abroad, it utilises brand partnerships to provide a wealth of discounts and deals for holidaymakers.

Having entered the London Stock Exchange in 2015, On The Beach has grown its brand since 2004. It shows no signs of slowing down either, with revenue surging in 2025 to set the company up for a new objective. It will now use its growing AI toolkit to disrupt the cruise holiday market, a fast-growing travel sector that the company has not yet capitalised on.

Freddie

Company Specialist at Welcome to the Jungle

Insights

Glassdoor (3.8)

Trustpilot (4.1)

Company

Company benefits

📅25 days holiday
🥳 An extra day off on your birthday!
💷Option to buy extra annual leave
Discount on holidays.. Plus two bonus days off (a take-off and landing day) to start and end your On the Beach holiday in the right way!
Flexible working hours and hybrid working
Access to Learnerbly learning platform
With a personal allowance to support your own personal development
Family friendly policies
Including enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support
Employee Assistance Programme
Including access to free counselling and GP appointments
Share Incentive Plan (SIP)
Onsite subsidised coffee shop
Sandbox (our very own bar)
Gym discounts
Food and drink discounts
Regular social events
Cycle to work scheme
Simplyhealth Optimise Health Plan

Company HQ

Manchester, UK

Articles

On the Beach profits surge by 20% to £35m as it moves to ‘disrupt’ cruise market

Consumers ‘protecting their holidays’, says On The Beach

On the Beach confident as 2025 momentum surges into new financial year

Leadership

Shaun Morton

(CEO)

Previously CFO at On The Beach, Director of Finance at ghd and a Senior Manager of Commercial Finance at Asda.

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