Manager – Customer & Consumer Insights Holidays

Salary:     Competitive per annum

Hours:      37.5 per week, Monday to Friday

Location:  Flexible working, 3 days a week in our VHQ, Crawley

Contract:  Fixed Term Contract  

Closing Date: 18th October 

Virgin Atlantic is a purpose led long haul airline. Committed to protecting the planet, whilst bringing the social and economic benefits of connectivity and trade to the destinations and communities we serve. We’re on a mission to net zero by 2050, but no airline can tackle the decarbonisation challenge alone. At Virgin Atlantic, we’re committed to innovation, pioneering change through partnership, and being transparent in our progress. 

This role will lead on insight for the Virgin Atlantic Holidays team, acting as a key interface to the VAH team, ensuring that decision-making is customer-led and that VAH growth strategy is informed by insight leading direction for investment and unlock future growth strategies. Identify what matters for customers that also lead effort on investment and prioritisation of effort.

Responsible for all areas of research that directly lead future direction and growth opportunities across the VAH products and services, including the VoC programme. Working with the VoC team to ensure that NPS targets are set for VAH that are aligned with VAH initiatives specifically and more generally with VA strategy. Ongoing tracking of those initiatives and targets, providing feedback to the VAH team on a regular basis to support continual improvement and to drive competitive advantage. 

Works with our agencies and Insight colleagues to mine relevant insights from the VoC and other Insight programmes to improve VAH performance. 

Analyzes data to extract practical insights and effectively communicates them to the VAH team in a persuasive manner to facilitate positive outcomes.

Uses multiple sources to create a 360° view of existing and potential customers, and markets and lead in commercial decision making

Champion a consumer mindset in all relevant forums

Triangulate multiple inputs, working with the VAH business to set relevant and appropriate (NPS/Brand /Customer) targets

Deliver regular communication of insights that are delivered in a compelling way

Building a ‘customer instinct’ across the team that aids decisions

Manage relationships with all internal and outsourced partners (Analytics teams and agencies) in order to deliver the best results for the business.

Be seen as a ‘trusted advisor’ to the VAH business, regularly consulted as part of the business development process

Working to ensure that VAH insight needs are covered across all major programmes and nsuring that budget provision is made for ad hoc work where ‘gaps’ in insight knowledge exist for the VAH team

Ensuring that we have the optimal plans in place with our agency partners to deliver competitive insights for the VAH team

Atleast 5 years experience in the world of market research and insight with broad capability across different tools and methodologies (including an understanding of both quantitative and qualitative approaches, including ongoing tracking)

Experience of effective communications; ability to present complex ideas clearly and concisely, engaging multiple audiences, internally and externally.

Experience of using customer satisfaction data and working with CX teams preferable 

Experienced in the use of insight to drive organizational change and great customer outcomes.

Experience managing multiple agencies, vendors/partners (both agency and client side).

Experience of building meaningful relationships across senior leadership teams, inspiring others to deliver on insight

Ability to get things done through others, leading strategic direction without a direct reporting relationship