Customer Insight Analyst

easyJet Airline Company PLC; Luton, Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading low-cost airline is seeking a Customer Insight Analyst in Luton. This full-time role focuses on delivering customer analytics to inform business decisions. The ideal candidate will be detail-oriented with strong analytical skills and experience using Tableau or equivalent tools. You will analyze customer satisfaction data, support KPI reporting, and communicate insights clearly to stakeholders. The company offers up to 20% bonus, flexible benefits, and annual leave among other perks.

Benefits

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

Qualifications

• Proven experience in a data analyst, BI analyst or analytics role.
• Hands-on experience with data analysis and reporting tools.
• Ability to analyze customer experience and satisfaction data.

Responsibilities

• Deliver robust customer, CX and performance analytics.
• Support monthly and quarterly reporting of customer KPIs.
• Identify trends and drivers in customer performance data.

Skills

Detail-oriented

Strong numerical and analytical skills

Experience with large datasets

Strong communication skills

Communication skills for non-technical audiences

Tools

Tableau

BI/data visualization tools

Job description

Job Description - Customer Insight Analyst (16647)

Job Description

Customer Insight Analyst (16647)

Description

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

Requirements of the Role

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.

Business Area

Marketing

Primary Location