Customer Insight Analyst

easyJet; Luton; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A major low-cost airline in Luton is seeking a Customer Insight Analyst to deliver key customer analytics and support data-driven decision-making across the organization. The ideal candidate should have strong analytical skills, experience with BI tools like Tableau, and the ability to manage multiple analytical tasks independently. This full-time role offers a hybrid work model and attractive benefits, including a bonus and generous annual leave.

Benefits

Up to 20% maximum bonus

Private Medical Insurance (PMI)

7% pension contributions

Excellent staff travel benefits

25 days of annual leave + bank holidays

Annual credit towards an easyJet holiday

Various flexible benefits and extras

Qualifications

• Proven experience in a data analyst, BI analyst or analytics role.
• Strong numerical and analytical skills with a detail-oriented approach.
• Ability to explain complex analyses clearly to non-technical stakeholders.

Responsibilities

• Deliver robust customer analytics that underpin business insight.
• Analyse customer experience data across various touchpoints.
• Build and maintain analytics dashboards.

Skills

Data analysis

Experience with large datasets

Familiarity with Tableau

Strong communication skills

Ability to identify patterns in data

Tools

Tableau

BI tools

Job description

Overview

Customer Insight Analyst
Luton/Hybrid

We are easyJet
We are easyJet – a FTSE-100 listed, £multi-billion low-cost airline that serves tens of millions of customers every single year. If you’re reading this, you have probably already been an easyJet customer, and you’ll know that there is no more iconic (or Orange!) travel brand in Europe.
We fly more than 1,207 routes, connecting 38 countries across Europe, and employ more than 18,000 colleagues. We’re on a mission to make low-cost travel easy – and whatever your role here, you’ll connect millions of people to what they love using Europe’s best airline network, great value fares, and friendly service.
What makes us easyJet? Our Promise Behaviours - we are Safe, Bold, Welcoming and Challenging. Four Behaviours. One Spirit. One easyJet.

Read on if you

• Have proven experience in a data analyst, BI analyst or analytics role
• Enjoy working with large datasets and using BI tools like Tableau
• Can be in our fantastic Luton head office 3 x per week

The Team
You’ll join our Customer Strategy & Insights team, who enable the business to make better customer-led decisions through data, insight and research. We’re collaborative, fast-paced and focused on delivering actionable analytics that drive easyJet’s success.

The Role
As a Customer Insight Analyst, you’ll deliver robust customer, CX and performance analytics that underpin insight across the business. You’ll focus on data analysis, reporting and dashboarding, building the analytical foundation for our Insight Consultants.

• Analyse customer experience and satisfaction data across Airport, Inflight and Service Recovery touchpoints
• Support monthly and quarterly reporting of customer KPIs, including CSAT
• Identify trends, drivers and anomalies in customer performance data
• Build, maintain and iterate customer and CX dashboards using Tableau (or equivalent tools)
• Ensure metrics are clearly defined, consistent and documented
• Work with central analytics teams to extract, transform and validate customer datasets
• Conduct ad-hoc and structured analysis in response to business questions
• Translate complex analysis into concise summaries for non-technical stakeholders
• Manage multiple analytical tasks and priorities independently
• Contribute to continuous improvement of customer analytics capability and standards

What we’re looking for

• Detail-oriented and methodical approach
• Comfortable working independently and managing multiple priorities
• Pragmatic, delivery-focused and outcomes-driven
• Collaborative, with a strong service mindset
• Adaptable and comfortable working in a fast-paced environment
• Strong numerical and analytical skills, with experience working with large datasets
• Hands-on experience with Tableau or equivalent BI/data visualisation tools
• Ability to analyse customer, CX or behavioural data and identify meaningful patterns
• Strong communication skills, able to explain analysis clearly to non-technical audiences

What you’ll get in return

• Up to 20% maximum bonus
• PMI
• 7% pension contributions
• Excellent staff travel benefits
• 25 days of annual leave + bank holidays
• Annual credit towards an easyJet holiday
• Various flexible benefits and extras

Practicalities

This full-time role will be based in Luton and will be 40 hours per week. We support hybrid working and we spend 60% of our time per month in the office.

Reasonable Adjustments

At easyJet, we are dedicated to fostering an inclusive workplace that reflects the diverse customers we serve across Europe. We welcome candidates from all backgrounds. If you require specific adjustments or support during the application or recruitment process, such as extra time for assessments or accessible interview locations, please contact us at [e-mail]. We are committed to providing reasonable adjustments throughout the recruitment process to ensure accessibility and accommodation.

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