Customer Experience & Insights Lead - Customer Panel

Jet2.com Limited; Leeds; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

Jet2.com Limited seeks a Customer Experience & Insights Lead to enhance customer journey and insights through market research. This pivotal role involves overseeing research initiatives and communicating findings to drive strategic decisions. Join us in redefining travel experiences and applying your research expertise to fuel business growth.

Benefits

Hybrid working (2 days office)

Colleague discounts on Jet2.com and Jet2holidays flights

Generous discretionary profit share scheme

Qualifications

• Experience in a similar role, client-side or agency-side.
• Passion for customer research.
• Strong interest in understanding customer behaviour.

Responsibilities

• Drive enhancements to the customer journey and booking experience.
• Oversee end-to-end delivery of research initiatives.
• Champion customer insights across the business.

Skills

Research skills

Analytical skills

Communication skills

Job description

Customer Experience & Insights Lead - Customer Panel

Reporting to the Senior Customer Insights Manager, our Customer Experience Lead will play a key role in our industry-leading approach to customer and market research, supporting the launch of our exciting new customer panel. As the lead on high-profile insight projects, you'll collaborate with operational and commercial teams to plan and deliver research that answers big business questions. You'll also take the reins on our online research community, working with our research agency to generate insights at pace and bring stakeholders along on the journey.

Beyond the customer panel, you'll support other key insight projects, including market research and CSAT management, ensuring our customer-first approach is always informed by actionable insight.

As our Customer Experience Lead, you’ll have access to a wide range of benefits including:

• Hybrid working (we’re in the office 2 days per week)
• Colleague discounts on Jet2.com and Jet2holidays flights
• Access to a generous discretionary profit share scheme

What you'll be doing:

• Drive enhancements to the customer journey and booking experience, ensuring customer insights shape key brand and operational decisions.
• Oversee end-to-end delivery of research initiatives, maximising the value of customer panel technology and ensuring projects are delivered on time and within budget.
• Champion customer insights across the business by clearly communicating research outcomes to stakeholders, including senior leadership.
• Identify and implement new methodologies to deliver impactful insights, continuously improving how customer understanding is achieved.
• Manage and develop direct reports while maintaining strong relationships with research agencies to ensure alignment with strategic goals.
• Apply strong research, analytical, and communication skills to extract insights from data and deliver clear, actionable recommendations.

What you'll have:

• You’ll bring experience from a similar role, whether client-side or agency-side.
• You'll have a passion for, and strong experience within, customer research.
• You'll have a strong interest for understanding customer behaviour to drive actionable insights and fuel business growth.

Join us as we redefine travel experiences and create memories for millions of passengers. At Jet2.com and Jet2holidays, your potential has no limits. Apply today and let your career take flight!

#LI-Hybrid