Customer Insights Lead - Customer Panel

Jet2careers; Leeds; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work (2 days in office)

Jet2.com and Jet2holidays discounts

Profit share scheme

Job summary

Jet2careers in Leeds seeks a Customer Insights Lead - Customer Panel to manage a panel of nearly 20,000 customers and deliver actionable insights to senior management.

You will collaborate with teams and the research agency to recruit, run, and report on strategic studies, champion panel-driven decisions, and drive stakeholder engagement across Product, UX, Marketing and Digital.

Qualifications

• Experience with research methodologies and techniques.
• Ability to design surveys and analyze results.
• Ability to craft clear, concise reports for stakeholders.

Responsibilities

• Lead day-to-day management of the Customer Panel programme for strategic research projects.
• Collaborate with the panel agency to recruit and maintain panel engagement.
• Deliver qual and quant research insights to internal stakeholders clearly and rapidly.
• Promote the benefits of the customer panel across the organisation and build cross-team relationships.
• Work with the agency to understand technical aspects of the panel platform.

Skills

Research methods

Survey design

Data analysis

Stakeholder communication

Report writing

Tools

Panel platform

Job description

Reporting to the Customer Insights Manager, our Customer Insights Lead - Customer Panel will play a crucial role in executing research with our customer panel of nearly 20,000 customers, delivering actionable insights to senior management, providing strategic recommendations rooted in research, and championing a culture of decision making based on consumer needs. As the lead on high-profile research projects you'll collaborate with teams across the business to deliver research that answers big questions. You'll work alongside our research agency and bring stakeholders along on the journey.

As our Customer Insights Lead - Customer Panel, 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:

• Responsible for the day-to-day management of our new Customer Panel programme, which will encompass the running of strategic research projects at both large and small-scale.
• Work closely with our panel agency on an ongoing basis to run an effective customer panel ensuring we maintain engagement and have an effective ongoing recruitment programme into the panel.
• Working directly with internal stakeholders (to Manager and Director level), to deliver effective qual and quant research insights that answer our key business challenges clearly, succinctly and at speed.
• Be the overall Customer Panel champion within the organisation, promoting the benefits of the panel across all areas of the business, building strong stakeholder relationships across various teams to utilise the customer panel to answer key business questions, including (but not limited to) areas such as Product Development, UX, Marketing, Digital etc.
• Work with our agency partner to understand the various technical aspects of the panel platform.

What you'll have:

• A passion for research and a genuine interest in understanding customer behaviour and preferences.
• Previous experience and knowledge of research methodologies and techniques, including survey writing and data analysis.
• Previous experience running a customer panel is preferred but not essential.
• Strong written and verbal communication skills, with the ability to craft clear, concise, and engaging reports for stakeholders of varying seniority levels and present them effectively.

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