Customer Insights Specialist

We’re On the Beach! Since 2003, we've been rewriting the rules of how people discover, book, and experience their perfect getaway. What started as connecting people to short-haul beach holidays has evolved into something much bigger - premium beach destinations, long-haul adventures, and vibrant city breaks – and that’s just the beginning of our story.

We send around two million holidaymakers on their dream breaks every year. And we're still growing.

Powered by our deep-rooted entrepreneurial spirit, proprietary tech, curiosity and our incredible people, we’re accelerating - delivering best in class technology, the ultimate holiday app, and experiences that keep our customers coming back for more.

Ready to build the future of travel with us?

About the Role

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.

What you’ll be doing day to day

· 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.

You’ll be a great addition to our team if you have the following skills, knowledge and experience

· 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 to expect from our interview process

We’ll run a multiple stage interview process, one stage of which will be an in-person interview at our fabulous Aeroworks office in Manchester city centre.

We want to make sure everybody has the opportunity to perform at their best. If you require any reasonable adjustments during the interview process please let the Talent Acquisition team know and they will be happy to assist.

Ways of working
Our full time hours are 37.5 per week, but we don't have rigid working hours so you can find the working pattern that's right for you. We have core working hours between 10am - 4pm, so we can collaborate and enjoy the social side of work.

We also have hybrid working so we all work from home and from our Aeroworks office in Manchester City Centre. As a team we are in the office 2 days per week (usually Tuesday & Wednesday).

Our benefits
We might be biased but we think our colleagues are pretty great. They're the people that have made On the Beach what it is today and continue to make it vibrant and successful tomorrow. That's why we offer a competitive benefits package, known as our Beach Perks, to all On the Beach colleagues.

These include:

• 25 days holiday plus your birthday off

• Generous discount on holidays, plus you will receive 2 extra days annual leave on top of your holiday allowance to use whilst you're away on your On the Beach package holiday

• Access to Learnerbly learning platform, plus workshops, courses and professional qualifications

• Enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support

• Employee Assistance Programme and free access to counselling

• Simplyhealth Optimise Health Plan

• Company Sick Pay scheme

• Regular wellbeing events

• Gym discount

• Share Incentive Plan (SIP)

• Death in Service cover

• Onsite subsidised coffee shop

• The Sandbox (our very own bar)

• Food and drink discounts across a number of venues in Manchester City Centre

• Regular social events

• Cycle to Work scheme