Customer Insight Manager

Customer Insight Manager (16703) Overview

We are easy

Jet – a FTSE-100 listed, £multi-billion low-cost airline that serves tens of millions of customers every single year. If you’re reading this, you have probably already been an easy

Jet customer, and you’ll know that there is no more iconic (or Orange!) travel brand in Europe. We fly more than 1,207 routes, connecting 38 countries across Europe, and employ more than 18,000 colleagues. We’re on a mission to make low-cost travel easy – and whatever your role here, you’ll connect millions of people to what they love using Europe’s best airline network, great value fares, and friendly service.

What makes us easy

Jet? Our Promise Behaviours - we are Safe, Bold, Welcoming and Challenging. Four Behaviours. One Spirit. One easy

Jet.

• Have proven experience in a data analyst, BI analyst, analytics or insight role
• Enjoy working with large datasets, survey data or using BI tools like Tableau

You’ll join our Customer Strategy & Insights team, who enable the business to make better customer-led decisions through data, insight and research. We’re collaborative, fast-paced and focused on delivering actionable analytics that drive easy

Jet’s success.

As a Customer Insight Analyst, you’ll deliver robust customer, CX and performance analytics that underpin insight across the business.

• You’ll focus on data analysis, reporting and dashboarding, building the analytical foundation for our Insight Consultants.
• Analyse customer experience and satisfaction data across Airport, Inflight and Service Recovery touchpoints.
• Support monthly and quarterly reporting of customer KPIs, including CSAT.
• Identify trends, drivers and anomalies in customer performance data.
• Build, maintain and iterate customer and CX dashboards using Tableau (or equivalent tools).
• Ensure metrics are clearly defined, consistent and documented.
• Work with central analytics teams to extract, transform and validate customer datasets.
• Conduct ad-hoc and structured analysis in response to business questions.
• Translate complex analysis into concise summaries for non-technical stakeholders.
• Manage multiple analytical tasks and priorities independently.
• Contribute to continuous improvement of customer analytics capability and standards.

What we’re looking for

• Pragmatic, delivery-focused and outcomes-driven.
• Collaborative, with a strong service mindset.
• Strong numerical and analytical skills, with experience working with large datasets.
• Hands-on experience with Tableau or equivalent BI/data visualisation tools.
• SQL skills are advantageous.
• Ability to analyse customer, CX or behavioural data and identify meaningful patterns.
• Strong communication skills, able to explain analysis clearly to non-technical audiences is desirable.

• Up to 20% maximum bonus.
• Private Medical Insurance.
• 7% pension contributions.
• Excellent staff travel benefits.
• 25 days of annual leave + bank holidays.
• Annual credit towards an easy
  
  Jet holiday.
• Various flexible benefits and extras.

This is a full-time, hybrid role, with time spent working from our Luton HQ.

At easy

Jet, we are dedicated to fostering an inclusive workplace that reflects the diverse customers we serve across Europe. We welcome candidates from all backgrounds. If you require specific adjustments or support during the application or recruitment process, such as extra time for assessments or accessible interview locations, please contact us at  We are committed to providing reasonable adjustments throughout the recruitment process to ensure accessibility and accommodation.

Marketing

London Luton (LUT) – Luton, United Kingdom (UK)