Virgin Atlantic
Customer and Consumer Insight Manager
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Customer and Consumer Insight Manager
Consumer Insight Manager
Job Details
- Salary: Competitive per annum
- Hours: 37.5 per week, Monday to Friday
- Location: Flexible with 2 days per week in VHQ, Crawley & 1 day in London
- Contract: Permanent
- Closing Date: 14th July 2026
About Virgin Atlantic
Virgin Atlantic is a purpose-driven long-haul airline, committed to protecting the planet while fostering connectivity and economic benefits for global destinations and communities. We champion innovation, collaboration, and transparency in achieving lasting positive change.
The Role
As Virgin Atlantic’s Consumer Insight Manager, you will be the expert driving Masterbrand insights, ensuring every strategic decision is shaped by a deep understanding of consumers. You’ll act as a critical bridge between brand/product teams, fostering a consumer-in-first approach to guide investment and future growth.
Key Responsibilities
- Lead strategic consumer insights programmes across long-term brand, product, and service direction, including:
- Bespoke research
- Brand health tracking
- Trend analysis
- Innovation testing
- Dive deep into traveller attitudes, behaviour, and pain points, eliminating considerations and purchase barriers
- Shape actionable recommendations to enhance the Virgin Atlantic experience
- Integrate diverse sources of insight to deliver a 360° view of the long-haul traveller and competitive landscape
- Inform data-driven decision-making that fuels commercial growth
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Day-to-Day Tasks
- Design and execute qualitative & quantitative research, covering:
- Focus groups, ethnography, IDIs (qualitative)
- Surveys, segmentation, conjunction (quantitative)
- Select tailored methodologies for business objectives and audience segments
- Communicate insights effectively, compellingly, and frequently to drive action
- Collaborate with Customer Experience, Product, and Commercial teams to align insight priorities
- Work with Voice of the Customer (VoC) & Marketing Effectiveness teams
- Manage research budgets and identify key knowledge gaps
- Lead team development, fostering a high-performing, engaged culture
- Build trusted stakeholder relationships across and beyond the business (internal & agency partners)
- Champion innovation in consumer-centric methodologies
About You
Key Requirements
- Proven expertise in market research and consumer insight, with strong skillsets in qualitative and quantitative methods
- Experience influencing strategy to drive tangible business outcomes through insight
- Strong stakeholder management—confidently influencing decision-makers at all levels
- Exceptional communication—able to distil complex findings into clear, actionable narratives
- Strategic thinking with analytical problem-solving
- Experience managing research agencies & budgets
- Ability to prioritise efficiently in fast-paced environments
- Customer-centric mindset, driven by data-backed decision-making
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Our Values
At Virgin Atlantic, we believe that diversity strengthens us. Women, men, people from all walks of life, and those with various backgrounds are part of our story. As an equal opportunities employer, we actively encourage applications from all.
We champion inclusivity, where everyone can be their authentic self. Our difference is our superpower.
Support for Your Journey
We want your application process to be as smooth and personalised as possible.
If you require accommodations or adjustments to help make your application, please reach out to us at recruitment@fly.virgin.com. We’re here to support you!
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