Customer Experience Insights Manager

Jet2.com Limited; Leeds; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Experience Insight Manager to lead a team focused on leveraging data-driven insights. This pivotal role involves overseeing customer feedback programs and ensuring impactful insights drive business decisions. With a strong emphasis on collaboration, you will build relationships across departments, championing a customer-first ethos. The position offers a hybrid working model and a range of benefits, making it an exciting opportunity for those passionate about research and shaping the future of travel. Join a team dedicated to creating unforgettable journeys and let your career take flight!

Benefits

Hybrid working

Colleague discounts on flights

Managers bonus

Qualifications

• Extensive experience in market research to drive business growth.
• Strong analytical skills with a focus on actionable insights.

Responsibilities

• Lead the development of an industry-leading CSAT insight programme.
• Build strong relationships with key stakeholders for impactful insights.
• Manage a team and prioritize incoming tasks for CSAT trackers.

Skills

Quantitative Market Research

Qualitative Market Research

Data Analysis

Team Management

Presentation Skills

Budget Management

Excel Skills

PowerPoint Skills

Tools

Qualtrics

Job description

Our Customer Experience Insight Manager will lead an in-house team to deepen our understanding of customers through data-driven insights. This role is responsible for managing the development, execution, and communication of key feedback programs, including the high-profile Bookers and Welcome Home surveys.

As the primary lead for Customer Experience Insight, you'll oversee the team’s expanding workload, ensuring reports are delivered accurately and on time. Additionally, this role will cultivate and maintain strong relationships with key operational and commercial stakeholders while serving as the gatekeeper for ad-hoc research requests from our CSAT tracking program.

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

• Hybrid working (we’re in the office 3 days per week
• Colleague discounts on Jet2.com and Jet2holidays flights
• Managers bonus

At Jet2.com and Jet2holidays we’re working together to deliver an amazing journey, literally! We work together to really drive forward a ‘Customer First’ ethos, creating unforgettable package holidays and flights. We couldn’t do it without our wonderful people.

What you'll do:

• You'll ensure the development and delivery of an industry leading CSAT insight programme which informs business decision making.
• You'll take a leadership role in embedding insight within the business and marketing, acting as the voice of the customer, inspiring passion for consumer understanding and helping to champion its role in driving growth.
• You'll ensure regular reporting needs are met, partnering with agencies and internal teams to deliver timely, accurate and relevant insight.
• You'll build strong and enduring relationships with key commercial and operational stakeholders across the business to ensure requirements are always understood and insight remains impactful.
• You'll manage, prioritise and allocate all incoming ad-hoc tasks for the CSAT trackers, identifying opportunities for colleagues to self-serve – and control traffic into the team through regular requirement conversations with key stakeholders.
• You'll manage the understanding and communication of our programme of insight; identifying opportunities for continuous improvement ensuring the data drives continued and repeat use of insight.
• You'll lead a team of marketing professionals, developing their skills with robust development plans in line with the wider Marketing Management team.

What you'll have:

• Extensive experience in quantitative and qualitative market research either from agency or client-side, and a passion for using customer insight to drive business growth.
• Excellent communicator, with strong presentation skills and comfortable presenting to senior management.
• Strong organisation and planning skills, including excellent budget management.
• You’ve got extensive experience in managing a team and external suppliers.
• Flexible and thrives in a fast-moving environment.
• Strong analytical and insight skills with experience of delivering actionable insight.
• You’re a Commercial Thinker – not just a number cruncher and you’ve got advanced Excel/PowerPoint skills.
• Experience in using previous online research platforms such as Qualtrics would be an advantage as well as being comfortable in using online programmes which may require a technical element.

If you're passionate about research, data-driven storytelling and shaping the future of travel, this is the role for you. At Jet2.com and Jet2holidays, your potential has no limits. Apply today and let your career take flight!

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