• Communicate relevant and timely customer insight throughout the organisation
• Work with research agency partners in delivering against brand, customer satisfaction and wider research requirements
• Support the Insight manager in leading easyJet’s brand and customer experience research programmes, and embed the insights within the business
• Proactively identify the insight mix of customer, market, and competitor insight to deliver against business needs and inform business decisions, plans and strategies.
• Own all regular reporting of key customer KPIs
• Deliver un prompted, proactive, and regular customer insight updates 
• Ensuring the business is always on the front foot and responding to customers
• Reporting to the Customer Insight Manager will support all aspects of qualitative and quantitative consumer research across Europe, including customer satisfaction, brand, advertising evaluation tracking, ad hoc etc.
• Identify and determine the scope of marketing research needs, including secondary research and research design/implementation
• Manage the customer community, ensuring we maintain customer volumes and achieve maximum value from them.

Skills: Insight Communication, Research Collaboration, Experience Strategy, Market Analysis, KPI Reporting, Insight Delivery, Research Management, Community Engagement

• Analyse research and develop reports summarizing key findings and making related recommendations
• Provide insight commentary within board level (AMB and PLC) reporting, derived from continuous research programmes 
• Create an insight repository and maintain this as a strategic asset, enabling the business to maximise value from market research spend
• Work with the CRM Data Planning team, to ensure the optimum sample extract and delivery to market research providers for customer research.
• Work closely with the wider team to embed insight into action throughout the organisation.
• Proactively communicate findings to appropriate stakeholders on an ongoing basis to and identify insight gaps in the organisation, creating plans to address.
• Develop and maintain a high degree of technical knowledge of the tools and techniques of market research, keep abreast of the innovations and enhancements to ensure continue to deliver the highest quality insight at the lowest cost 
• Work with all business areas to resolve problems
• Work collaboratively with team and the wider business to improve business processes

Skills: Research Analysis, Insight Reporting, Repository Management, CRM Data Coordination, Insight Implementation, Stakeholder Communication, Technical Knowledge Development, Process Improvement

• Collect deep and critical insights from existing and potential users by interacting with them over phone calls (primary), in-person meetings, What App, Email, etc.
• Research and contribute to a deeper understanding of the existing user base, their behavior, and preferences
• Analyze the result of the research (primary or secondary) and present the insights
• Coordinate with other functions of the company to ensure that the insights are passed on to them and actioned upon
• Contribute to new pilots and process establishment required to solve problems of the next billion digital users
• Dynamically adapt interaction script with users to ensure required data is fetched during the interaction
• Design feedback loop and work on it to improve the scripts with time
• Carry out appropriate analysis to identify the occupier of a premises
• Deliver excellent customer service to business customers, using appropriate channels and internal systems
• Ensuring customers are billed up to date
• Analyse and resolve complex queries

Skills: User Insight Collection, User Behavior Research, Research Analysis, Cross-Functional Coordination, Pilot Contribution, Script Adaptation, Feedback Design, Query Resolution