Customer Experience Data Analyst

As a Customer Experience Data Analyst, you'll be a vital member of the Customer Experience & Insights team, leading our efforts to understand and enhance customer journeys. Reporting to the Senior Customer Insights Manager, you'll deliver actionable insights to senior management, driving strategic decisions, and championing a culture of decision-making based on consumer needs and wants. This role requires someone with strong attention to detail, a desire to own and deliver on key insight streams, a curiosity to spot opportunities and make recommendations, as well as someone who is excited by using research (e.g. customer surveys, focus groups) to understand both our customers - and the wider market - to support business growth. If you're passionate about research, data-driven storytelling and shaping the future of travel, this is the role for you.

As our Customer Experience Data Analyst, you'll have access to a wide range of benefits including:

• Hybrid working (we're in the office 2 days per week)


• Colleague discounts on Jet2holidays and Jet2.com flights


• Annual pay reviews


What you'll be doing:

• You'll support the delivery of our large-scale brand tracking programme and other regular market surveys, delivering insights that drive improvements in our services and support business growth.


• You'll design, execute and manage research projects, such as surveys, focus groups and data analysis, to gather insights on brand perception, consumer behaviour and digital experiences.


• You'll monitor market trends, evaluate competitive performance, and provide insights to support strategies to optimise brand visibility and customer engagement.


• You'll collaborate with cross-functional teams to understand their research needs, interpret research findings and make data-driven recommendations to support optimisation and business growth, working with teams such as Product, Advertising, Digital etc.


• You'll lead the delivery of comprehensive competitor and market insight reports (using sources such as Mintel and other market trend reports), identifying key trends and opportunities to keep our business ahead of the curve.


• You'll proactively seek out and stay updated on key insights and trends within the market, ensuring our business remains competitive and customer-focused.


• You'll present actionable insights to senior stakeholders, translating complex data into compelling narratives and strategic recommendations.
  
  You'll have a passion for research and a genuine interest in understanding customer behaviour and preferences.


• You'll have experience and knowledge of research methodologies and techniques, including survey writing and data analysis.


• You'll be confident in speaking and presenting to senior stakeholders, articulating insights and recommendations effectively.


• You'll be willing to challenge the status quo, provide innovative ideas, and drive process improvements within the team.


• Previous experience using Qualtrics is advantageous, but a strong willingness to work with technology platforms and self-serve on survey design and dashboard creation is essential.