Head of Customer Strategy

Head of Customer Strategy

Location: Holborn, Central London or Dunstable, Bedfordshire 3 days per week, with 2 days from home or another location

Salary: £110,000 - £120,000 dependant on skills & experiences + car allowance + up to 50% bonus + healthcare + bens

Function: Customer Engagement

Be the heartbeat of Premier Inn’s future guest experience.

We’re on the lookout for a visionary Head of Customer Strategy to lead the charge in shaping how millions of guests experience Premier Inn. This brand-new role is your opportunity to build something from the ground up—bringing strategic thinking, innovation and storytelling to the forefront of our customer journey.

Why this role matters

At a macro level, this role is integral to the health and strength of the Premier Inn brand. You’ll be the architect of unrivalled guest satisfaction, driving end-to-end customer experience strategies that span operational and digital touchpoints—all with a budget brand-conscious mindset.

At a micro level, you’ll define how each moment feels—from check-in to check-out—ensuring every interaction is coherent, delightful, and distinctly Premier Inn.

What you’ll be doing

• Lead Customer Strategy: Develop and execute customer-centric strategies that align with our brand vision and business goals.
• Shape the Proposition: Own and evolve the Premier Inn customer proposition, using insight and innovation to deliver value and delight.
• Drive Change: Collaborate across marketing, operations, digital and tech to embed customer obsession into everything we do.
• Tell the Story: Use data and insight to craft compelling narratives that influence senior stakeholders and shape business cases.
• Build Loyalty: Design programmes and offerings that drive retention and repeat visits.
• Innovate with Purpose: Balance creativity with commercial acumen, ensuring excellence where it matters and efficiency where it counts.

What we’re looking for

• A strategic thinker with a passion for customer experience and innovation.
• Strong analytical skills and the ability to turn insight into action.
• A natural storyteller who can influence and inspire across all levels.
• Experience in consumer businesses, ideally with multi-site and digital exposure.
• Proven track record of leading cross-functional initiatives and delivering measurable impact.
• Someone who thrives in ambiguity and is excited to shape a new role and new ways of working.

Why join us?

This is more than a job—it’s a chance to shape the future of one of the UK’s most loved hospitality brands. You’ll have the freedom to innovate, the support to succeed and the opportunity to make a real difference.

We are proud to have been recognised as a Top Employer for 14 consecutive years, voted a top apprenticeship employer by Department of Education and Rate my Apprenticeship, this year we placed #10 in the Stonewall Workplace Equality Index for our commitment to LGBTQIA+ inclusion at Whitbread and have been awarded as a Top 25 Exemplary Employer in the Investing in Ethnicity Parliamentary Matrix as the only hospitality company leading the way in terms of Inclusion.