CUSTOMER INSIGHT EXECUTIVE
REF UKLHW2312
REGION UK – HEATHROW
LOCATION LONDON – HEATHROW – WATERSIDE
CATEGORY
Can you be the voice of the British Airways customer?
JOB DESCRIPTION
CLOSING DATE 24TH JUNE 2012
Full time, Permanent
Competitive total benefits package
As a Customer Insight Executive you’ll have the opportunity to provide holistic, research based recommendations and influence key business decisions at all touch points right across the customer experience, in a dynamic, creative and challenging industry.
Reporting to the Manager, Research & Insight, you’ll be an expert in sourcing, manipulating and interpreting research data to extrapolate and champion insights to your colleagues throughout British Airways to ensure customers are at the heart of business strategy.
To achieve this you’ll have strong communication, consultancy and stakeholder management skills, together with a curious, inquisitive mind and a ‘can do’ approach.
JOB PURPOSE AND DIMENSIONS
To ensure that an accurate understanding of market, customer and relevant insights are provided to internal clients via high quality, timely and cost-effective market research to facilitate informed decision-making.
This role is pivotal to supporting the operational delivery of British Airways’ research and Insight programme, which includes a wide range of customer and competitor surveys and trackers.
Effective time management and prioritisation is essential to ensure relevant targets are met. You’ll work closely with colleagues at all levels across British Airways plus externally with research and marketing agencies.
PRINCIPAL ACCOUNTABILITIES
Champion the customer with internal colleagues/client areas
Develop a superb understanding of the British Airways customer experience
Synthesize a broad range of data sources (proactively and reactively) to produce insights/recommendations that result in effective decisions and leading edge products supporting business strategy
Define, develop and deliver insight solutions/recommendations that meet the needs of the business and internal customers
Effectively communicate data-driven insights to internal stakeholders through reports and presentations
Proactively advise/provide guidance/best practice to internal client areas based on marketplace dynamics, market strategy and business acumen
Support the operational delivery of the range of British Airways’ customer and marketplace surveys and trackers
Suggest cost-effective methods to produce relevant insights
Effectively manage relationships with market research agencies
Budget management
THE INDIVIDUAL
The successful candidate will be able to demonstrate the following skills and capabilities:
Excellent communication skills (oral and written)
Proven, strong influencing and negotiation skills
Stakeholder management
A business related degree or relevant work experience in a similar role
Proven strong analytical ability
A customer champion – accurately identify key customer issues and demonstrate genuine empathy with the customer plus the ability to source and translate relevant data into recommendations which improve the customer experience )
Ability to draw relevant business recommendations from analysis/insights
Effective supplier management
Creative, ‘out of the box’ thinking
Self-starter: active thought leadership on research and analytics
Time management/planning
Systems and data exploitation
Proficiency in MS Office and data analysis software
An interest in the aviation industry
APPLICATION PROCESS
All applicants will be asked to submit their CV and answer the following questions. Please prepare your answers in advance.
Please tell us why you are attracted to this role and the skills and capabilities that you would bring with you (max 250 words)
Describe a situation when you have helped drive a business change as a result of customer research/analysis (max 400 words)
CLICK HERE TO APPLY
