Principal Research

We are seeking a highly skilled and motivated Principal Research & Insight Expert to join our Research & Insight team at British Airways. As the nation's flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

This is an exciting role where you will play a key part in driving the customer agenda using compelling customer insight from a breadth of sources. You will work across British Airways to drive customer-focused decision making through the delivery of actionable insights, delivered in a confident and impactful way.

Based in our Customer & Brand Directorate, the role is crucial at a time when we're working hard to transform the experience for our customers.

Key Responsibilities:

• Provide customer insight from market research to help drive change in our product and service, guiding the strategic direction of the business
• Define, develop & deliver insight solutions/recommendations that meet the needs of both internal BA customers and the business
• Manage stakeholder relationships with both internal colleagues as well as third-party insight suppliers
• Collaborate with colleagues in our partner airlines within IAG, our parent company
• Act as an internal consultant to colleagues on the customer
• Communicate insights in a compelling way

What You'll Bring to British Airways:

We're looking for someone who is curious about consumer trends and understanding customer needs, as well as being adept at informing the design of new customer experiences and communications, alongside measuring their impact. You'll be comfortable working with both large market research data sets, as well as unstructured data, ideally with experience of managing market research, either at an agency or client-side. You'll also enjoy working in a collaborative and consultative way with colleagues to influence what British Airways delivers for its customers.

Requirements:

• Experience of managing a large-scale quantitative insight programme, ideally in the customer experience
• Relevant experience of working with external market research agencies/consultancies/clients
• Proven analytical ability to synthesise a broad range of data sources including internal operational and social media data to produce recommendations and insight, which result in decision making and/or business growth
• Comfortable in presenting all types of information (including complex data) and strategic recommendations at all levels of BA organisation
• Strong communication skills (written and verbal)
• Proficient in using PowerPoint & Excel and comfortable interrogating both structured and unstructured data sets

What We Offer:

We believe that all the people who work with us should feel valued for the part they play. It's one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you'll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You'll also receive up to 30 discounted 'Hotline' airfares per year for yourself, friends, and family.

We offer a hybrid work environment with three days per week at our offices near Heathrow, with discounted fares on the Heathrow Express.

We never stand still, and we don't expect our people to either.

Inclusion & Diversity:

At British Airways, we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we're committed to creating a culture where everyone feels that they can be themselves. We're looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.