Market Research Analyst – Voice of Customer

Virgin holidays; Crawley; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Virgin Holidays is seeking a Market Research Analyst to translate customer feedback into actionable insights. This role involves analyzing data, presenting findings, and contributing to the improvement of customer experience. Ideal candidates will have strong analytical skills and experience with survey tools.

Qualifications

• Experience in a similar role or market research agency.
• Highly numerate with data manipulation skills.
• Confident in preparing presentations.

Responsibilities

• Analyze customer feedback to provide actionable insights.
• Communicate insights to stakeholders through presentations.
• Develop and maintain customer feedback programs.

Skills

Data manipulation

Analytical tools

Presentation skills

Teamwork

Creative thinking

Tools

Excel

PowerBI

Survey tools

Job description

Job Details

Hours: 37.5 Monday to Friday

Location: Hybrid remote working - VHQ Crawley, West Sussex

Contract: Permanent

Closing Date: Friday 30th May, 2025

In a nutshell

Our people are game changers who see the world differently. Acting as a loud and proud voice for positive change for our people, places, and the planet, they’re not afraid to roll up their sleeves to take on the big things while never forgetting the importance of the small details. If you’re ready to take your career to new heights, read on.

As the Market Research Analyst for the Voice of the Customer, you will play an integral role in translating customer feedback into clear insights and implications for the business, helping to drive positive change and support the achievement of our goals.

Day to day

1. Analysis of both quantitative and qualitative customer feedback to provide actionable insights
2. Communicating insights to key stakeholders through engaging presentations
3. Championing the VoC programme throughout the business, supporting stakeholders to self-serve on dashboards
4. Working cross-functionally to answer business challenges and drive change, managing stakeholders in the customer journey and Operational teams, ensuring that the VoC programme provides the inputs to aid decision-making
5. Ensuring insights support continual improvement of customer experience and NPS scores
6. Contributing to the development of the customer feedback program, including survey maintenance, regular reporting, dashboard development, and ad hoc analysis requests. Identify areas to improve measurement quality and response rates.
7. Maintaining the question and survey libraries and reference tables

Your Experience

• You might come from a similar role in a corporate organization or from a Market Research agency.
• Highly numerate with experience in data manipulation and using analytical tools like Excel and/or PowerBI.
• Confident in preparing PowerPoint presentations, with attention to detail and design.
• Experience with online VoC survey design and reporting tools such as Foresee, Medallia, Qualtrics, SurveyMonkey, etc., is advantageous.
• Ability to connect the dots and translate findings to non-technical partners, telling the story behind the data. Creative thinking and questioning/challenging where necessary are essential.
• Strong teamwork skills and ability to work with a broad range of customers.
• Ability to prioritize and deliver within tight timescales.

About you

• Passionate about customers?
• Love storytelling in sharing insights?
• Constantly curious?
• Have a can-do attitude?
• Look for different ways to solve problems and drive change?

Our recipe for leadership

At Virgin Atlantic, our leaders empower teams 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

Be yourself

Our customers and colleagues come from all walks of life. We’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. We believe everyone can take on the world, regardless of age, gender, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate differences and uphold an inclusive environment where everyone can thrive. If you need assistance with your application or have individual requirements, please contact us at [e-mail]. We are here to support you.