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- Tasks: Join us as an EUX & Delivery Analyst to enhance user experiences and improve service delivery.
- Company: Virgin Atlantic Airways aims to be the most loved travel company, embracing innovation and entrepreneurship.
- Benefits: Enjoy a hybrid work model, inclusive culture, and opportunities for personal growth.
- Why this job: Be at the forefront of transforming user experiences in a dynamic and supportive environment.
- Qualifications: ITIL certification and experience in end-user experience management are essential.
- Other info: We celebrate diversity and encourage applications from all backgrounds.
The predicted salary is between 36000 - 60000 £ per year.
Location: VHQ, Crawley, hybrid 3 days a week in the office
Contract: Permanent
Closing Date: 7th July 2025
At Virgin Atlantic Airways, we believe that everyone can take on the world, and it’s our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we’re harnessing our spirit of entrepreneurship and innovation to challenge the status quo.
Join our Technology and Transformation team as an EUX & Delivery Analyst and help shape a world-class user experience. You’ll support the Manager - EUX & Delivery in measuring, analysing, and continuously improving the services we deliver, always with the end user in mind. From capturing feedback and collaborating with service partners to enhancing our Operationally Important People (OIP) and Executive service, you’ll be at the heart of driving a user-first culture. You’ll also support demand forecasting, oversee delivery frameworks, and help demonstrate the real value of tech delivery, all while aligning with ITIL v3 best practices.
Day to day
As an EUX & Delivery Analyst, you will support demand forecasting and coordinate the structured delivery of small-scale initiatives, ensuring alignment with Statements of Work (SoW), budget constraints, and delivery timelines. Some of your other key responsibilities will include:
- Support the management of the Customer Satisfaction (CSAT) measurement framework, while assisting in analysing CSAT data, trends, and sentiment to identify areas for service improvement.
- Support a culture of continual service improvement based on ITIL v3 principles and work with Service Owners to implement improvements based on data-driven insights.
- Collaborate with business units and technology teams to anticipate future demand, along with third-party service providers to ensure high-quality service delivery.
- Assist in establishing and managing a structured framework for the efficient and effective delivery of small works.
- Provide data-driven insights and analysis to inform technology investment decisions.
This involves gathering and interpreting customer satisfaction (CSAT) data, identifying trends, and contributing to service improvement initiatives aligned with ITIL v3 best practices.
About you
We’re looking for someone with ITIL certification (Foundation or higher, e.g. ITIL v3 or v4 certification) and a passion for improving end-user experiences. You’ll bring experience in analysing feedback, tracking performance, and turning data into actionable insights. In addition to this, you will also have the following:
- Proven experience in end-user experience management and customer satisfaction measurements.
- Skilled in data-driven decision-making, performance tracking, and outcome measurement.
- Proven ability to define and track KPIs aligned with user experience.
- Experience with ITSM tools and reporting platforms.
- Understanding of demand forecasting and delivery planning.
Ideally, you’ve worked with Managed Service Providers and understand structured delivery methods like Agile and Waterfall. It will also be great if you bring a strong problem-solving mindset and a passion for continuous improvement, backed by solid knowledge of ITIL v3 and the Continual Service Improvement (CSI) framework.
If this sounds like you, we would love to hear from you!
Be yourself - Our differences make us stronger
Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive.
So that everyone at Virgin Atlantic can be themselves and know they belong. To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, feeling confident that we’ve got your individual considerations covered.
Our recipe for leadership
At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit.
EUX & Delivery Analyst - Crawley employer: Virgin Atlantic
Contact Detail:
Virgin Atlantic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land EUX & Delivery Analyst - Crawley
✨Tip Number 1
Familiarise yourself with ITIL v3 principles and the Continual Service Improvement (CSI) framework. Understanding these concepts will not only help you in interviews but also demonstrate your commitment to improving user experiences, which is a key aspect of the role.
✨Tip Number 2
Network with current or former employees of Virgin Atlantic, especially those in similar roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview process.
✨Tip Number 3
Prepare to discuss specific examples of how you've used data-driven insights to improve customer satisfaction in previous roles. This will showcase your analytical skills and your ability to turn feedback into actionable improvements, aligning with the responsibilities of the position.
✨Tip Number 4
Stay updated on the latest trends in end-user experience management and technology delivery methods like Agile and Waterfall. Being knowledgeable about these topics will help you engage in meaningful conversations during interviews and demonstrate your passion for the field.
We think you need these skills to ace EUX & Delivery Analyst - Crawley
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in end-user experience management and customer satisfaction measurements. Use specific examples that demonstrate your skills in data-driven decision-making and performance tracking.
Craft a Compelling Cover Letter: In your cover letter, express your passion for improving user experiences and how your background aligns with the role. Mention your ITIL certification and any experience with Managed Service Providers, as these are key aspects of the job.
Showcase Relevant Skills: Emphasise your understanding of demand forecasting and delivery planning. Include any experience with ITSM tools and reporting platforms, as well as your ability to define and track KPIs aligned with user experience.
Highlight Continuous Improvement Mindset: Demonstrate your problem-solving mindset and commitment to continuous improvement. Provide examples of how you've implemented service improvements based on data-driven insights, particularly in line with ITIL v3 principles.
How to prepare for a job interview at Virgin Atlantic
✨Understand ITIL Principles
Make sure you have a solid grasp of ITIL v3 or v4 principles, as they are crucial for the role. Be prepared to discuss how you've applied these principles in your previous experiences, especially in relation to service improvement and customer satisfaction.
✨Showcase Data-Driven Insights
Prepare examples of how you've used data to drive decisions in past roles. Highlight specific instances where your analysis led to measurable improvements in user experience or service delivery.
✨Familiarise with Agile and Waterfall Methodologies
Since the role involves structured delivery methods, brush up on Agile and Waterfall methodologies. Be ready to discuss how you've worked within these frameworks and how they can be applied to enhance service delivery.
✨Emphasise Collaboration Skills
The position requires collaboration with various teams and third-party providers. Prepare to share examples of successful teamwork and how you’ve navigated challenges in cross-functional environments to achieve common goals.
