Virgin Atlantic
Customer and Consumer Insights Manager
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Customer and Consumer Insights Manager
About the Role
As our Consumer Insight Manager, you’ll be the driving force behind Virgin Atlantic’s Masterbrand insights, ensuring every strategic decision is grounded in consumer understanding. Acting as a key bridge to our brand and product teams, you’ll champion a consumer in-first mindset to guide investment decisions and future growth strategies.
You’ll identify what truly matters to travellers, uncover barriers to consideration and purchase, and shape clear, actionable recommendations to enhance the Virgin Atlantic experience. This role will also oversee all insight and research programmes that inform long-term brand, product, and service direction—from bespoke research to brand health tracking, trend analysis, and innovation testing.
By integrating diverse sources of data and insight, you’ll provide a 360° view of the long-haul traveller and the market landscape—delivering intelligence that informs decisions and fuels commercial growth.
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Day to Day
- Design and execute both qualitative (e.g., focus groups, ethnography, IDIs) and quantitative (e.g., surveys, segmentation, conjoint) studies that generate clear, actionable insights.
- Select appropriate methodologies tailored to business needs and audience segments.
- Communicate insights compellingly and regularly to drive action and inspire stakeholders.
- Partner across Customer Experience, Product, and Commercial teams to align on shared insight needs.
- Collaborate with Voice of the Customer (VoC) and Marketing Effectiveness to inform and influence the Brand & Marketing strategy.
- Manage budgets for ad hoc research and identify knowledge gaps.
- Inspire and coach team members, contributing to a high-performing, engaged team culture.
- Build trusted relationships across departments through clear communication and collaboration.
- Manage relationships with internal teams and agency partners to ensure best-in-class insights and competitive advantage.
- Lead the development and embedding of innovative methodologies that strengthen consumer-centric decision-making.
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About You
- Extensive experience in market research and consumer insight, with strong expertise across both qualitative and quantitative methodologies.
- Proven ability to use insight to influence strategy and drive tangible business impact.
- Strong stakeholder management skills, with the confidence to influence and inspire at all levels.
- Exceptional communication skills & able to distill complex findings into clear, actionable stories.
- Strategic thinker with excellent analytical and problem-solving abilities.
- Experienced in managing multiple research agencies and budgets.
- Adept at prioritising effectively in a fast-paced environment.
- Passionate about embedding consumer-centricity and data-driven decision-making across the business.
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