Research and Insight Manager

2 weeks ago

London, United Kingdom Carbon60 Full time

Carbon60 are working with a major UK airport who are looking for an experienced Research and Insight Manager to join them on an initial 5-month contract.


Job Specifics:

  • Contract Length: 5-months initially.
  • Pay: £500-£600 per day (Inside IR35).
  • Start Date: Ideally, ASAP.
  • Office Location: Hounslow, West London.
  • Working Flex: 3 days per week required in the office.


Overview

The primary purpose of the position will be to lead the delivery of a series of Research and Strategic Insight programmes that enables the airport to achieve its vision to be an extraordinary airport.


You’ll be responsible for the day-to-day management and integration of both Quantitative and Qualitative research findings projects related to drive the Operational decision making and improve service delivery in terms of Security, Services, Airport Operations, Operational Planning, and Assets. You’ll also support with the development of the airport's ‘Voice of the Customer’ (VoC) programme.


Key Responsibilities:

  • Lead a rolling 12/18-month research and insight plan to effectively guide and inspire the Operational Teams, ensuring that decision making is based on passenger priorities.
  • Innovate and deliver main trackers of Customer Satisfaction – ASQ, Departures, Arrivals, and Special Assistance QSM’s by implementing developments from the wider research and insight industry.
  • Develop and deliver a series of research and insight projects to provide a detailed understanding of the key needs and drivers of customer satisfaction.
  • Lead the consolidation of the relevant consumer research and insights both internally and externally generated.
  • Collaborate with the VoC platform provider's team on a range of passenger work streams in order to develop and broaden the airline's growing VoC programme.


Experience/Skills Required:

  • At least 4+ years’ experience of leading the development of both Quantitative and Qualitative Research, and Insight Projects in a large and complex customer service and/or commercial environment.
  • Educated to Degree level as a minimum, and post graduate qualifications in Market Research highly desirable.
  • Experience of running VoC programmes.
  • Experience developing and running large scale customer satisfaction trackers
  • Ideally, a full member of The Market Research Society.


Please note: this position requires you to be at the airport (in West London) 3 days per week, so please only apply if that is definitely feasible for you.

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