Research Analyst, Customer & Market Insights

Mandarin Oriental is looking for a Research Analyst, Customer & Market Insights to join our Brand team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

About the role

Based at the Mandarin Oriental Corporate Office in London, this role sits within the Customer & Market Insights (CMI) function and is responsible for turning research and consumer insight into clear recommendations and compelling narratives that inform decision-making across the business.

Reporting to the Senior Manager, Customer & Market Insights, the role proactively monitors guest behaviour, market trends, and emerging shifts, while supporting strategic deep dives that help shape Mandarin Oriental’s future products, services, and guest experience. It also contributes to building the Group’s insight capability and evolving AI-enabled approaches to research and knowledge sharing.

As Research Analyst, Customer & Market Insights, you will be responsible for the following duties:

Market & Industry Intelligence

Track and synthesise industry trends, competitive activity, and emerging market dynamics

Conduct market analysis and opportunity mapping to identify areas for growth and innovation

Support senior stakeholders with forward-looking insights to inform strategic decision-making

Research & Insight Generation

Own and manage all desktop and secondary research inputs, ensuring accuracy, relevance, and consistency

Provide research inputs for key projects including brand positioning, refurbishment programmes, and guest experience initiatives

Conduct knowledge audits to support strategy development and ensure alignment across initiatives

Reporting & Analytics

Deliver ad hoc Customer Insights reporting, with a focus on behavioural data analysis using tools such as Power BI

Translate complex data into clear, actionable insights and recommendations for stakeholders

Support the continuous enhancement of reporting frameworks and dashboards

Thought Leadership & Content Creation

Produce weekly articles, press digests, and customer newsletters that synthesise key insights across markets and industries

Contribute to the development of AI-enabled processes to improve insight generation, content creation, and knowledge sharing

Maintain a consistent cadence of high-quality communications to inform and engage internal audiences

As Research Analyst, Customer & Market Insights, we expect from you:

2-3 years experience in customer insights, market research, strategy, or consulting, ideally within hospitality, luxury, or consumer-facing sectors

Strong analytical capabilities with experience in data visualisation tools (e.g., Power BI)

Proven ability to translate data into meaningful insights and compelling narratives

Experience in secondary research and market intelligence gathering is preferred

Excellent written and verbal communication skills, with experience producing executive-ready output

Naturally curious with a strong interest in customer behaviour, trends, and luxury market dynamics

Detail-oriented with a commitment to accuracy and quality

Proactive and self-driven, with the ability to manage multiple priorities

Collaborative, with the ability to work effectively across functions and geographies

Comfortable working in a dynamic, fast-paced environment

Our Commitment to You

Learning & Development: Your success is our success. We craft unique programmes for every stage of your career so you can grow continuously.

MOstay: Enjoy complimentary nights and attractive rates at Mandarin Oriental properties worldwide.

Health & Wellness: Your wellbeing matters to us. We offer global health benefits and wellness programmes.

Retirement Plans: We reciprocate your commitment with competitive retirement plans.

Local Benefits: Competitive salary and benefits package.

We’re Fans. Are you?