Research & Insight Manager

Job title:

Research & Insight Manager

Company

Heathrow Airport

Job description

Job Description:The Research & Insight Team supports business decisions with research, insights, and strategic data. This role leads Research and Strategic Insight programmes to help Heathrow achieve its vision of being a future-ready airport. Responsibilities include managing Quantitative and Qualitative research projects that inform operational decisions in Security, Services, Airport Operations, and Planning.Strong influencing, presentation, and project management skills are essential. The role requires expertise in Quantitative research methods and analytical skills, along with a drive to influence Heathrow’s Operations through consistent, high-standard insights. Continuous self-development and staying current with industry trends are also important.This is a 5 month’s FTC opportunity.Responsibilities:

• Leading a rolling 12 / 18 months research and insight plan to guide the Operational Teams, ensuring that decision making is based on passenger priorities derived from customer, competitor, and operational insights.
• Delivering Heathrow’s main trackers of Customer Satisfaction – ASQ, Departures, Arrivals, and Special Assistance QSMs by implementing developments from the wider research and insight industry to enhance understanding of customers.
• Developing and deliver a series of research and insight projects to provide a detailed understanding of the key needs and drivers of customer satisfaction, identifying opportunities to support business growth by guiding and inspiring Heathrow’s operations team.
• Leading the consolidation of relevant consumer research and insights, both internally and externally generated, in the development and implementation of business strategies to deliver superior service for Heathrow’s customers.
• Collaborating with the Voice of Customer (VoC) platform provider’s team on various passenger work streams to develop and broaden Heathrow’s growing VoC programme.
• Supporting the Senior Research and Insight Manager and other members of the Research and Insight Team to collectively deliver the full Research and Insight Plan.
• Supporting the delivery of ad hoc research projects for the Solutions Function (Process, Technology, and Programmes).

Qualifications:

• Market Research qualification or equivalent relevant experience is highly desirable.
• Extensive experience of leading the development of both Quantitative and Qualitative Research and Insight Projects in a large complex customer service and/or commercial environment.
• Ability to influence strategic decisions, credible and authoritative to operate with senior management.
• Ability to translate complex numerical data into easily understandable formats for onward communication and use. This should include development of recommendations for high level understanding and action planning.
• Great organisation and time management skills, able to prioritise to ensure relevant targets are met.
• Ability to understand data requirements/people’s needs, work well with a variety of personalities and work styles.
• Excellent verbal and written presentation skills.

Ideally, you’ll also have:

• Full member of The Market Research Society
• Experience of running Voice of the Customer.
• Experience developing and running large scale customer satisfaction trackers

#LI-HybridAbout Us:There’s something so special about working at the world’s most iconic airport. Its sights. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities.Every day, you’ll discover a world full of fresh possibilities and end the day buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we’re working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability.Join us on that journey and we’ll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there’s no place like Heathrow.Our rewardsWe offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we’ll support you to be at your best inside and outside work. And of course, we’ll provide varied learning and development opportunities too. Here you’ll find everything you need for a fulfilling career journey that can take you in exciting directions.Working LocationOur Hybrid working approach offers the opportunity for colleagues in some roles to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of Heathrow. Working arrangements vary from team to team and will be confirmed during the recruitment process. You’ll need to be based in the UK and within a commutable distance to Heathrow.Sustainable Travel to workHeathrow’s sets out easy and sustainable travel options that everyone can access.Equal OpportunitiesAs an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger – not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With four diversity networks, we champion inclusivity and celebrate individuality.About the Team:Heathrow is a city within a city. And there’s no place like it when it comes to the scale of our ambitions. You’ll be part of a Customer team that drives our profitability across everything from retail, property and airport transport, through to passenger services, forecasting and contracts with airlines. Customer insight is at the heart of what we do, supported by a strong commercial strategy. We have a pioneering agenda for digital, e-commerce and innovation, as we look to transform the way our passengers spend at our airport.We believe the best way to drive growth across our iconic airport is by improving the services offered within it. So although we know generating income is critical to driving our business forward, we’re also passionate about delivering the best possible passenger experience. You’ll help us to get the balance right – not least so we can continue investing in an airport that leads the world.

Expected salary

Location

Heathrow, Greater London

Job date

Thu, 21 Nov 2024 08:35:34 GMT

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