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Purpose of the Role

The primary purpose of this customer centric role is to support the development of IAG Cargo’s global ‘Voice of the Customer’ programme as well as the delivery and communication of all actionable customer experience insights. They will also be leading the analysis & interpretation of all customer trends, current and future, and reporting all customer facing measures across the end to end journey with IAG Cargo.

The role holder will be responsible for the consolidation of all customer research, qualitative & quantitative, internal & external, be confident to present to and influence a wide range of stakeholders, articulating a clear and concise narrative to drive change and improve customer experience. A core priority for role holder will be to get everyone in IAG Cargo to understand the importance of a joined up & consistent customer experience across the end to end journey.

Key Accountabilities

• Lead the delivery of a series of on-going & ad-hoc research & market analysis projects to provide key customer, operational and competitor insights
• Business Partner with the Senior Management / Cargo Executive Team to influence the achievement of key customer related KPIs. Lead the analysis of monthly and quarterly data results including Net Promoter Score, Overall Satisfaction & Customer Effort, to ensure high quality reporting to the business. Summarise information in tabular, graphical and report format
• Consolidate a broad range of data, namely customer, operational, employee, benchmark results, in the development and implementation of IAG Cargo’s customer strategy to keep the world’s cargo moving, delivering reliable service fast and with a smile
• Ensure all data sources are integrated effectively and the results are presented in an engaging way
• Review external market data sources to ensure all continuous and ad-hoc results are insightful and tailored to the needs of IAG Cargo
• Support the Customer Experience Team with a culture of continuous improvement in analysis & customer research techniques that should be embedded in all areas of the business
• Promote and implement change, demonstrate strong cross functional working relationships within IAG Cargo
• Maintain an awareness of developments in research and analysis techniques available in the market

Skills

• Experience of leading customer research projects with a broad understanding of cargo logistics
• Strongly intellectual, leverage knowledge of data, able to manipulate and interpret data from a wide variety of sources to make sound judgments and recommendations
• Excellent analytical skills, specific expertise in use of data analysis software packages and business discovery platforms. Advanced level and highly competent in all Microsoft packages, predominantly in PowerPoint and Excel
• Highly accurate with a strong attention to detail, thorough and logical, clear understanding of different research techniques, able to articulate complex data to a non technical audience
• Strong presentation and stakeholder management skills
• Confidence to influence across the organisation and particularly the commercial and operations teams globally
• Strong commitment to project delivery, passionate about data integrity and the quality & reliability of analytical output
• Great organisational and time management skills, with the ability to prioritise to ensure relevant targets are met
• Ability to constructively challenge the modus-operandi
• An authentic team player who is able to quickly fit in the IAG Cargo environment and adapt to evolving situations & business scenarios

Qualifications

• Graduate calibre, ideally in a numerate discipline
• A degree or equivalent experience within Market Research

Experience

Essential Experience

• Exposure to customer service environments
• Experience running large scale customer satisfaction programmes

Desirable Experience

• Background in the air transport industry, passenger or cargo
• Exposure to quality management systems

As part of our workforce you will receive a competitive salary as well as access to a variety of our excellent benefits including Bonus, 26 days holiday, DC pension scheme, flight benefits, discounts with many high street retailers, good development prospects and the opportunity to be included in the annual incentive scheme.

We are one of the world's largest cargo carriers, come and be part of it.

To apply for the position of Customer Research & Insight Analyst please use the ‘apply now’ function.