Market Research Analyst - Voice of the Customer

Hours: 37.5 Monday to Friday

Location: Hybrid remote working - VHQ Crawley, West Sussex

Contract: Permanent

Closing Date: Monday, 13 May 2024

In a nutshell

At Virgin Atlantic, our purpose is to ensure everyone can take on the world. Our vision is to be the most loved travel company. To achieve both, we're harnessing our spirit of entrepreneurship and innovation to reimagine the world and create thoughtful experiences that feel brilliantly different at every opportunity.

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. So, 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 our customer feedback into clear insights and implications for the business, helping to drive positive change and support the business in achieving its goals.

Day to day

Some of the key responsibilities will be:

• Analysis of both quantitative and qualitative customer feedback to provide actionable insights
• Communicating insights to key stakeholders through engaging presentations
• Championing the VoC programme throughout the business, supporting stakeholders to self-serve on dashboards
• Working cross-functionally to answer business challenges and drive change, specifically managing stakeholders in the customer journey and Operational teams, ensuring that the VoC programme is continually providing the inputs to aid their decision-making
• Ensuring that insights support continual improvement of our customer experience and improvement in our NPS scores
• Contributing towards 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.
• Maintaining the question and survey libraries and reference tables

Your Experience

You might come from a similar role in a corporate organisation or perhaps from a Market Research agency.

• Highly numerate with experience of data manipulation and using relevant analytical tools including Excel & / or PowerBI
• Need to be confident preparing PowerPoint presentations, with an eye for detail and design
• Experience in using previous online VoC survey design and reporting tools such as Foresee, Medallia, Qualtrics, SurveyMonkey etc would be an advantage
• Ability to connect the dots to paint the full picture and translate findings to non-technical partners (telling the story not just reporting data). Being able to think creatively and question/challenge where required
• Have strong teamwork skills with an ability to optimally work with a broad range of customers
• Ability to prioritise and deliver to tight timescales

About you

Are you passionate about customers?

Do you love storytelling in sharing your insights?

Are you constantly curious?

Have a can-do attitude?

And look for different ways to solve problems and drive change?

If this sounds like you, and you would like to unlock your potential with us, we would love to hear from you!

Be yourself

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, (recruitment@fly.virgin.com) feeling confident that we've got your individual considerations covered.