Principal Research Lead

2 months ago

Longford, Telford and Wrekin, United Kingdom British Airways Full time
Transform Customer Experience with Data-Driven Insights

As a Principal Research Lead at British Airways, you will play a pivotal role in driving customer-focused decision making through the delivery of actionable insights. Our Research & Insight team is seeking a dynamic professional to join our Customer & Brand Directorate and contribute to the transformation of our customer experience.

Key Responsibilities:
  • Develop and deliver customer insight solutions that inform strategic business decisions
  • Manage stakeholder relationships with internal colleagues and third-party insight suppliers
  • Collaborate with colleagues in our partner airlines within IAG to drive customer-centric initiatives
  • Act as an internal consultant to colleagues on customer-related matters
  • Communicate insights in a compelling and impactful way
Requirements:
  • Proven experience in managing large-scale quantitative insight programs, ideally in customer experience
  • Relevant experience working with external market research agencies, consultancies, or clients
  • Strong analytical ability to synthesize diverse data sources and produce recommendations that drive business growth
  • Comfortable presenting complex data and strategic recommendations at all levels of the organization
  • Strong communication skills, with proficiency in PowerPoint and Excel
What We Offer:

We believe in valuing our people and providing opportunities for growth and development. As a British Airways employee, you will enjoy a range of benefits, including unlimited basic and premium standby tickets, up to 30 discounted 'Hotline' airfares per year, and a hybrid work environment with three days per week at our offices near Heathrow.

We are committed to creating an inclusive workplace where everyone feels valued and empowered to contribute. If you are passionate about customer experience and data-driven insights, we encourage you to apply for this exciting opportunity to join our team and help shape the future of British Airways.

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