Manager Insights

Employment Type:

Permanent

Reporting to the Senior Manager, Insights, the successful candidate will be responsible for executing research and analytical initiatives that support a customer-focused and data-driven approach to decision-making across the organization. The Manager, Insights, plays a key role within the broader Marketing & Customer Experience team, contributing to insights that support IATA’s commercial sustainability.

The function integrates multiple sources of insight, including customer feedback, market data, competitive intelligence, and commercial performance to provide a holistic view of business opportunities and risks. In this role, you will contribute to developing a comprehensive understanding of customers, markets, products, and competitive dynamics across existing and emerging segments.

You will analyze data and translate findings into clear, actionable insights to support business decisions and stakeholder needs. This includes supporting primary and secondary research programs, contributing to the Net Promoter Score (NPS) program, and delivering market intelligence and commercial analysis.

This role requires a strong analytical mindset, attention to detail, and the ability to work with diverse data sources. You will be comfortable working in a fast-paced environment, managing multiple priorities, and collaborating with stakeholders across the organization.

• Execute commercial insights and analytics activities to support a holistic view of customers, markets, and business performance;
• Support the day-to-day management and continuous improvement of the Net Promoter Score (NPS) program;
• Conduct quantitative and qualitative research to uncover actionable insights on customers and markets;
• Analyze and synthesize multiple data sources, including customer feedback, market data, competitive intelligence, and commercial performance;
• Support the design, execution, and delivery of research and analytical outputs, including reports and presentations;
• Translate data into clear findings and actionable recommendations for Products, Marketing, and Sales teams;
• Support initiatives aimed at improving customer acquisition, retention, pricing, and overall commercial performance;
• Contribute to competitive intelligence, market sizing, and segmentation analyses;
• Support the development of sales and marketing materials through data-driven insights and industry analysis;
• Prepare presentations and reports to communicate insights effectively;
• Collaborate with internal stakeholders to ensure insights are relevant, timely, and aligned with business needs;
• Provide input into product development, enhancements, and innovation initiatives based on insights;
• Develop and maintain subject matter expertise across relevant products, markets, and data sources.

• Minimum 5 years' experience in a quantitative or insights-related role (Consumer Insights, Market Research, Data Analytics, or related field);
• Proven track record of delivering high-quality analytical outputs and insights;
• Strong analytical and storytelling skills, with the ability to translate data into actionable recommendations;
• Experience conducting research and working with internal stakeholders and external vendors;
• Ability to synthesize multiple data sources (customer, market, commercial) into clear insights;
• Experience working with large datasets and performing data analysis;
• Experience with customer feedback programs such as NPS;
• Strong problem-solving skills and intellectual curiosity;
• Ability to manage multiple projects and prioritize effectively;
• Solid business acumen and attention to detail;
• Experience with BI and data visualization tools (e.g., Power BI);
• Experience with survey platforms (e.g., Qualtrics, Survey Monkey, Hotjar).

Travel Required:

Y