Customer Experience Insights Manager

TN United Kingdom; Leeds; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Experience Insights Manager to lead a dynamic team in uncovering customer insights through data analysis. This role is pivotal in shaping business strategies by delivering actionable insights from both qualitative and quantitative research. The successful candidate will cultivate strong relationships with key stakeholders, ensuring that customer perspectives are integrated into decision-making processes. With a focus on driving growth and enhancing customer satisfaction, this position offers a unique opportunity to influence the future of travel. Join a forward-thinking company that values innovation and customer-centricity in a hybrid working environment.

Benefits

Hybrid working

Colleague discounts on flights

Managers bonus

Qualifications

• Extensive experience in market research and customer insight.
• Strong analytical skills with a focus on actionable insights.
• Excellent communication and presentation abilities.

Responsibilities

• Lead the development of CSAT insight programs for business decisions.
• Build relationships with stakeholders to ensure impactful insights.
• Manage and prioritize incoming tasks for the CSAT trackers.

Skills

Quantitative Market Research

Qualitative Market Research

Data Analysis

Communication Skills

Team Management

Presentation Skills

Budget Management

Excel Skills

PowerPoint Skills

Stakeholder Management

Tools

Qualtrics

Job description

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Customer Experience Insights Manager, Leeds

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Client:

Jet2.com

Location:

Leeds, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

b039cb70ea87

Job Views:

6

Posted:

05.05.2025

Expiry Date:

19.06.2025

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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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