Customer Insights Lead - Customer Panel

Jet2.Com And Jet2Holidays; West Yorkshire; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Jet2 flight discounts

Profit share scheme

Hybrid work arrangement

Job summary

Jet2.Com And Jet2Holidays is seeking a Customer Insights Lead for the Customer Panel, reporting to the Customer Insights Manager. The role drives research with a panel of around 20,000 customers, delivering actionable insights to senior management and steering decisions based on consumer needs.

A 12-month fixed-term contract covers maternity leave, with hybrid working (office 2 days/week) and access to a profit share and flight discounts.

Qualifications

• Passion for research and understanding customer behavior.
• Experience with research methodologies and data analysis tools.
• Experience running a customer panel preferred but not essential.
• Strong written and verbal communication for senior stakeholders.

Responsibilities

• Lead day-to-day management of the Customer Panel programme across strategic research projects.
• Collaborate with the panel agency to maintain engagement and recruitment.
• Deliver qual and quant insights to meet business challenges quickly and clearly.
• Promote the benefits of the panel across the organisation and build stakeholder relationships.
• Work with the agency to understand panel platform technical aspects.

Skills

Research methodologies

Survey writing

Data analysis

Stakeholder communication

Job description

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.
Please note that this role will be offered as a 12 month fixed-term contract to cover maternity leave.
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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