EUX & Delivery Analyst - Crawley

Virgin Atlantic; Crawley; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

A leading company in the travel sector invites applications for the role of EUX & Delivery Analyst. This position involves enhancing user experiences through data analysis and collaboration across teams to improve service delivery. Candidates should have ITIL certification and experience in customer satisfaction metrics.

Qualifications

• Experience in analysing feedback and turning data into actionable insights.
• Proven ability to define and track KPIs aligned with user experience.
• Skilled in data-driven decision-making.

Responsibilities

• Support demand forecasting and coordinate delivery of small-scale initiatives.
• Manage the Customer Satisfaction measurement framework.
• Collaborate with business units to ensure high-quality service delivery.

Skills

Data analysis

Customer satisfaction measurement

End-user experience management

Performance tracking

Problem-solving

Education

ITIL certification (Foundation or higher)

Tools

ITSM tools

Job description

Location: VHQ, Crawley, hybrid 3 days a week in the office

Contract: Permanent

Closing Date: 7th July 2025

At Virgin Atlantic Airways, we believe that everyone can take on the world, and it's our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we're harnessing our spirit of entrepreneurship and innovation to challenge the status quo.

In a nutshell

Join our Technology and Transformation team as an EUX & Delivery Analyst and help shape a world-class user experience. You'll support the Manager - EUX & Delivery in measuring, analysing, and continuously improving the services we deliver, always with the end user in mind. From capturing feedback and collaborating with service partners to enhancing our Operationally Important People (OIP) and Executive service, you'll be at the heart of driving a user-first culture. You'll also support demand forecasting, oversee delivery frameworks, and help demonstrate the real value of tech delivery, all while aligning with ITIL v3 best practices.

Day to day

As an EUX & Delivery Analyst, you will support demand forecasting and coordinate the structured delivery of small-scale initiatives, ensuring alignment with Statements of Work (SoW), budget constraints, and delivery timelines. Some of your other key responsibilities will include:

• Support the management of the Customer Satisfaction (CSAT) measurement framework, while assisting in analysing CSAT data, trends, and sentiment to identify areas for service improvement.
• Support a culture of continual service improvement based on ITIL v3 principles and work with Service Owners to implement improvements based on data-driven insights.
• Collaborate with business units and technology teams to anticipate future demand, along with third-party service providers to ensure high-quality service delivery.
• Assist in establishing and managing a structured framework for the efficient and effective delivery of small works.
• Provide data-driven insights and analysis to inform technology investment decisions. This involves gathering and interpreting customer satisfaction (CSAT) data, identifying trends, and contributing to service improvement initiatives aligned with ITIL v3 best practices.

About you

We're looking for someone with ITIL certification (Foundation or higher, e.g. ITIL v3 or v4 certification) and a passion for improving end-user experiences. You'll bring experience in analysing feedback, tracking performance, and turning data into actionable insights. In addition to this, you will also have the following:

• Proven experience in end-user experience management and customer satisfaction measurements.
• Skilled in data-driven decision-making, performance tracking, and outcome measurement.
• Proven ability to define and track KPIs aligned with user experience.
• Experience with ITSM tools and reporting platforms.
• Understanding of demand forecasting and delivery planning.

Ideally, you've worked with Managed Service Providers and understand structured delivery methods like Agile and Waterfall. It will also be great if you bring a strong problem-solving mindset and a passion for continuous improvement, backed by solid knowledge of ITIL v3 and the Continual Service Improvement (CSI) framework.

If this sounds like you, we would love to hear from you!

Be yourself - Our differences make us stronger

Our customers come from all walks of life and so do our colleagues. That's why we're proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.

To make your journey with us accessible and individual to you, we encourage you to let us know if you'd like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, ([e-mail])feeling confident that we've got your individual considerations covered.

Our recipe for leadership

At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here

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