Your Journey Starts with Us
For over 30 years, we’ve been crafting tailor-made travel experiences that reflect each client’s unique perspective of the world, helping them create truly unforgettable memories. Behind every exceptional trip is a team of passionate experts, and this is your opportunity to be part of it.
When you join Audley Travel, you become part of a supportive, collaborative community that’s invested in your success. We empower our people to thrive through meaningful development opportunities, a culture that celebrates individuality, and an environment where your ideas are heard, valued, and make a real impact.
See more about life at Audley Travel!
The Opportunity
As Head of Customer Data & Insights, you will design and lead the organisation’s customer insight agenda, shaping strategy through a deep understanding of people, behaviour and culture, not just numbers. This is a senior, high-impact role for a visionary insight leader who can connect data, qualitative insight and commercial strategy across the full customer lifecycle.
You will be accountable for translating complex customer, category, luxury market, trading and brand signals into meaningful insights driving clear strategic direction, influencing decision-making at an executive level, and ensuring insight sits at the heart of brand, marketing, customer experience and proposition development. You will bring the credibility and perspective to challenge thinking, elevate how insight is used, and move the business from being data-rich to insight-driven.
Key responsibilities include:
- Own the end-to-end customer insight and data strategy across the full marketing funnel, embedding insight into business, brand and marketing decision-making
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Translate quantitative and qualitative data into clear, actionable insights and recommendations that drive growth, retention, loyalty and long-term customer value
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Frame key strategic questions, integrate multiple data sources, and deliver clear insight narratives with gravitas for senior stakeholders
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Holds accountability for ensuring customer data and insights are embedded in business-wide commercial decision-making to drive revenue growth and profitability
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Leads the development and integration of customer data and insights into business plans, contributing to the evolution of the global customer data and insights strategy
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Develop frameworks to identify growth opportunities across markets, including whitespace opportunities, unmet needs and emerging customer demand
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Design and implement segmentation frameworks to prioritise target audiences and enable more effective, targeted marketing and proposition development
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Provide deep understanding of category dynamics, competitor activity, and broader market trends
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Define and track brand equity, brand health and campaign effectiveness, connecting performance to customer and commercial outcomes
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Use brand insight to inform positioning, messaging and long-term brand strategy, working in partnership with the Head of Brand, Content & Creative.
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Lead CRM customer insights, ensuring data is actionable, trusted and actively used across the organisation, working in collaboration with the Head of Client Communications.
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Provide analytical and insight leadership input into the development and evolution of the Customer Data Platform (CDP)
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Lead channel attribution analysis across digital and assisted (offline) sales environments
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Partner with media and digital teams to improve understanding of incrementality and cross‑channel impact
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Design and deliver research roadmaps that inform marketing, product, experience and localisation decisions
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Responsible for leading the Customer Data & Insights function, setting best practice standards and developing a high-performing team, including regular feedback and coaching.
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Build capability in translating insights into action, ensuring consistent, high-quality output across the team.
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Drive innovation in insight generation, including the use of new methodologies, tools and technologies.
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Conduct 1-2-1s and quarterly performance reviews with individual team members to provide support and identify development/training needs.
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Set and review objectives for the team and create development plans.
We value our people’s wellbeing and understand the importance of flexibility. That’s why we offer hybrid working, with the opportunity to split your time between one of our offices and working remotely from anywhere in the UK. We ask that employees are office-based for a minimum of 3 days per week.
What You’ll Bring to the Team
You will bring a strong foundation in customer and consumer insight, combining data, research, and strategic thinking to influence decisions across the entire customer lifecycle. You will confidently translate complex datasets and nuanced research into clear, actionable perspectives that support strong judgement and drive strategic direction.
You will demonstrate a deep understanding of how insight underpins effective brand positioning, enhances customer experience, and contributes to sustainable long-term growth. By connecting data to real customer needs and behaviours, you will help the team make informed, impactful decisions that deliver both commercial value and meaningful customer outcomes.
Additional experience required:
- Deep expertise across key insight disciplines, including customer and market research (quantitative and qualitative), segmentation, brand health, customer experience tracking, and trend analysis
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Strong understanding of category dynamics, competitive landscapes and broader market trends
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Experience shaping strategy for luxury and premium brands, ideally within consumer, CPG and/or travel categories.
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Experience in devising, owning and orchestrating the customer data ecosystem (CDP, digital analytics, multi-channel attribution, intent scoring, activation and insight), ensuring it enables seamless personalisation, precision targeting and cross‑channel optimisation across the full client journey based on intent and CLV
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Demonstrable expertise across key insight disciplines, including consumer and market research (quant & qual), segmentation, brand health, CX tracking, competitive and trend analysis, and methodological innovation
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Experience leading and developing high-performing, multi-disciplinary teams (e.g. insight, analytics, data science)
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Strong stakeholder management skills across international or multi-market environments
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Comfortable operating in a complex, evolving environment, with the ability to challenge thinking and bring clarity to ambiguity
Why Audley Travel
Alongside competitive salaries and benefits that support your well-being, you’ll find a role that inspires you, challenges you, and connects you to something bigger. If you’re passionate about travel and seeking a career that excites, rewards, and grows with you, Audley Travel is where your journey begins.
There’s more:
- Discretionary annual bonus plan
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Holiday - 25 days rising to 30 days with length of service
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A day off for your birthday
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A day off for volunteering to support a charity, local support group or community work of your choice
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Private Medical Insurance and access to Healthshield health cash plan - money back for costs associated with everyday healthcare (including optical, dental, medical, prescriptions, physio), and access to medical and wellbeing resources such as a GP service, employee assistance programme and counselling
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Enhanced family leave & pension scheme
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Life insurance
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Discounted Audley trips (for you and your friends & family) and exclusive access to staff travel discount websites
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Wellhub – a wellbeing platform that gives you unlimited, discounted access to top gyms, studios, and wellbeing apps
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Benefits Platform – a reward scheme that gives you discounts and cashback with hundreds of retailers
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We welcome you to speak to our recruitment team at any point during your hiring process, if you have any specific questions before this please contact us on [email protected].
We believe it’s our people that make the difference and who build Audley into the success it is today. We pride ourselves on enabling people to reach their full potential through promoting and celebrating a diverse and inclusive working environment and encourage you to let us know if there's anything we can do to make your application process easier for you for any reason to help you shine!
Ready to turn your travel passion into a career? Apply now to start your journey at Audley Travel!
