Senior Manager, Guest Experience Insights & Performance

Job Description

Just imagine turning the voices of millions of guests into insights that shape better LEGO® experiences around the world. Then make it real.

About the role

As our Senior Manager, Guest Experience Insights & Performance, you'll turn guest feedback and performance data into clear priorities and measurable improvements across our global network of LEGO® Discovery Centers. You'll connect Voice of the Guest, operational performance and market learning to understand what drives satisfaction, repeat visitation and better guest experiences.

This is a Senior Manager level Individual Contributor role. We offer a flexible hybrid working model known as Best of Both, with 3 days in our Billund office and 2 days working from home. No relocation assistance is offered for this position.

Required Qualifications

• Translated guest or customer feedback, Net Promoter Score data, online reviews or sentiment into clear business priorities and measurable improvement actions.
• Developed performance reporting, dashboards or analytical recommendations used by senior leaders and operational teams.
• Conducted driver and root-cause analysis, connecting customer outcomes with relevant operational and business performance indicators.
• Designed measurement frameworks for pilots, investments or improvement initiatives, including baselines, hypotheses and success measures.
• Led cross-functional analytical or improvement work that turned evidence into clear actions and recommendations, influencing senior stakeholders across a complex matrix organisation without relying on formal authority.

Preferred Qualifications

• Used guest feedback, analytics or reporting platforms such as Medallia, Avius, Yext or Power BI.

What you'll build

• Create a trusted and actionable view of Guest Experience performance across the network.
• Deepen our understanding of what drives guest satisfaction, family connection, repeat visitation and connection with the LEGO brand.
• Build a repeatable approach that turns guest insight into priorities, actions, measurement and learning.
• Establish measurement frameworks showing which experiences and initiatives strengthen guest outcomes and our value proposition.
• Strengthen learning across locations, building evidence of what should be scaled, adjusted or stopped.

If you've worked in a role where you've connected guest insight with operational performance, you'll feel at home here. What matters most is making complex information practical, so teams can understand what works and act on it.

Life on the team

You'll join the Guest Experience & Hospitality team within LEGO Location-based Experiences. We're creating distinctive LEGO experiences through meaningful human connection, playful facilitation and continuous improvement. You'll work across strategy and operations, collaborating with regional and local site teams and partners across Operations, Sales & Partners, Brand & Marketing, Finance and the wider LEGO Group.

What success looks like

You'll make guest insight a trusted and practical driver of decisions across the LEGO Discovery Center network. You'll establish shared Guest Experience metrics and a consistent rhythm for performance and continuous improvement. Working closely with regional and local site teams and partners across Operations, Sales & Partners, Brand & Marketing and Finance, you'll help teams identify opportunities earlier, make better-informed decisions and create repeatable LEGO experiences for families.

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here is what you can expect:

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

Your workplace: Your workplace will be the office, store or factory specified in this advert.

Hybrid Working: Our hybrid work model, Best of Both offers you the option of flexibility to work from home up to two days per week. Your People Leader will discuss the principles of the model, including how this option applies to your role and team.

Learn more about our benefits, culture and workplace experience here

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.