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Job Details

Salary: Competitive
Hours: Full Time
Location: Crawley
Contract: FTC / Secondment (12 months)
Closing Date: 09th March 2021

Many of our staff at Virgin work flexibly and in many different ways, including part-time, different core hours or remote working. Please talk to us at your application or interview stage about the flexibility you need. We can't promise to give you exactly what you want, but we are happy to explore what's possible for the role.


In a nutshell

At Virgin Atlantic, we’re just as passionate as we’ve always been about becoming the most loved travel company. It’s been an uncertain time, for us, for everyone. There’s been ups and downs, some successes, and some sadness. One thing we know for sure – this year has shown that when we combine our brand with the power of amazing people, we make something truly magical.
Virgin Atlantic is still proudly flying, creating the same fabulous flight experience we’re famous for, and we’re busily laying the foundations for a profitable future. We know that the right people are key to creating success – so we’re looking for someone brilliant to join our team and help us achieve our vision. Perhaps that’s you? We’d love to find out.
In this role you will lead and manage the shared data and insight needs of our Customer and Operations functions, and the analysts who produce the shared data and insight tooling.
You and your team will provide decision support and its relevant self-service tools across the Customer & Operations functions, combining data from multiple data sources from the Data Product team, niche sources from around the business and external inputs in order to provide in depth, actionable insight for in the Customer & operations functions.


Day to day

  • Analysis of data to identify root causes, opportunities and corrective actions or best practice across directorates. Making suggestions for improvement and comparing VAA’s and VHols performance with those of the industry
  • Drive analytical culture and best practices across the business, to improve self serve insight and presentation & interpretation of analyses throughout
  • Supporting OR in specific insight projects while calling on DS&E and Report Developers to productionise or augment where necessary
  • Continuous improvement of key insight factors and interpretation paths for all stakeholders; to derive action from insight on Customer behaviours, attitudes and segments
  • Provide support from the team to Operations stakeholders to gain insight from data, accessed in a clear and actionable way through dashboards, alerts or mobile applications – supported by D&I and technology where required
  • Manage and develop a team of analysts to respond to Customer and Operations stakeholder questions to derive ad-hoc and proactive insight where possible, exploring and exploiting internal and external data sources and tooling
  • Develop robust models to automate target setting and forecasting for overall performance (NPS) and team performance (VOC) – in support of our Customer teams and supported by DS&E
  • Ensure VAL has sufficient insight to benchmark against competitors and understand industry trends. Evaluate and manage (new) partnerships (with third parties such as Cirium & OAG) and ensure VAL has sufficient insight to benchmark against competitors.
  • Day-to-day management responsibility for team of analysts


About you

  • Understanding of airline/travel company operations, customer focus and organisational setup
  • Highly proficient in statistical, optimisation and advanced analytical methods, with expertise in industry relevant topics through previous experience or graduate qualification
  • Educated to degree level in key STEM subjects or demonstration of other highly numeric/analytical equivalent qualifications
  • Practical experience in analytical toolsets (Examples are MS Power BI, Alteryx, SSPS, Excel, R, Matlab – preferred + tool agnostic)
  • Exposure to MS Power Platforms and delivery of insight through mobile apps or web interfaces (desirable)
  • Proven experience in operating in support roles for BAU and event/initiative driven environments – providing time and accuracy critical insight
  • Proven experience in managing teams, suppliers, senior stakeholders and multiple projects at once
  • Able to develop methodologies in going from data to insight & communicating these results to high level stakeholders


Be yourself – Our differences make us stronger

Virgin Atlantic are committed equal opportunities employers and positively encourage applications from suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy and maternity. Diversity brings strength which is why we strive to provide an inclusive environment where individuality is celebrated, and we can ignite the potential of our forward-thinking mix of people.

Please be aware as part of our recruitment process we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role you have applied for. These may include application questions, video interviews or online testing. Please feel free to contact us at recruitment@fly.virgin.com if there are any reasonable adjustments to our process that you would like us to consider, for example use of hearing loops, sign language interpreter etc. Please don’t hesitate to reach out if there are any issues preventing you from being at your best during your application or assessment process. Any issues raised after your assessment is completed or once a decision has been made will be too late for us to consider within our process.

You'll be assessed against our values for a selection of your interview process, learn more about them here: Our Values