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- Tasks: Lead customer insight strategies to enhance airline cleanliness and onboard experiences.
- Company: Join OCS, a top facilities management company with a commitment to excellence.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Why this job: Shape the future of customer experience for a prestigious airline.
- Qualifications: Experience in customer insights, data analytics, and strong communication skills.
- Other info: Opportunity for innovation and professional development in a dynamic team.
The predicted salary is between 36000 - 60000 £ per year.
About The Company: OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering. Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.
About The Role: This role is dedicated to understanding the Voice of the Customer and transforming insights into actions that elevate the airline’s cleanliness, presentation, and the overall onboard experience. Some occasional travel to Manchester will be required. You will act as the insight specialist for this prestigious airline contract, capturing, analysing, and interpreting feedback from passengers, crew, and operational teams to drive service excellence and continuous improvement. This is a pivotal opportunity to shape the future of cleanliness standards for one of the world’s most iconic airlines.
- Voice of the Customer Leadership
- Develop and lead a clear VOC strategy that aligns with brand standards and customer experience goals.
- Capture structured and unstructured feedback from multiple channels (audits, crew reports, passenger feedback, operational data).
- Create meaningful insight dashboards, scorecards, and trend analyses for both OCS and client stakeholders.
- Analyse patterns, root causes, and performance variances related to airline presentation.
- Provide regular insight reports and briefings to senior leaders, highlighting risks, opportunities, and priority areas for improvement.
- Translate data into actionable recommendations that enhance service delivery, turnaround performance, and customer satisfaction.
- Work closely with operational managers to embed insight-led decision making across all sites.
- Identify innovation opportunities in processes, training, quality control, and technology to strengthen the passenger experience.
- Monitor the impact of improvement initiatives and measure their effectiveness over time.
- Build strong relationships with cabin crew, operations teams, and customer experience stakeholders.
- Represent OCS at joint insight reviews, performance meetings, and customer experience forums.
- Ensure transparency around performance, challenges, and solutions to uphold OCS’s reputation for quality and reliability.
- Support audit processes and ensure that feedback loops are robust, timely, and well-governed.
- Ensure insight reporting supports adherence to Health & Safety, cleaning standards, and regulatory compliance within the aviation environment.
The Ideal Candidate Will Have:
- Experience in customer insight, data analytics, quality management, or customer experience roles.
- Strong analytical skills with the ability to interpret data, communicate findings clearly, and influence decision makers.
- Experience in aviation, hospitality, facilities management, or a similarly customer-driven environment (desirable).
- Excellent stakeholder management and communication skills.
- Passion for improving customer experience and advocating for the Voice of the Customer.
- A proactive, solutions-focused approach, aligned with OCS’s TRUE values.
- Be willing to be vetted to CAA regulations and undertake a DBS check and security clearance.
Why Join Us? This is a rare opportunity to shape insight strategy for a flagship aviation partnership. At OCS, you’ll be supported, empowered, and encouraged to innovate as you help elevate the cabin experience.
How to Apply: If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available. We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.
Voice of Customer Insights Manager in Hounslow employer: Manchester Arndale
Contact Detail:
Manchester Arndale Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Voice of Customer Insights Manager in Hounslow
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those connected to OCS or the aviation sector. A friendly chat can open doors and give you insights that might not be in the job description.
✨Tip Number 2
Prepare for interviews by diving deep into the company’s values and mission. Show how your passion for customer experience aligns with their TRUE values of Trust, Respect, Unity, and Empowerment.
✨Tip Number 3
Practice your data storytelling skills! Be ready to discuss how you've turned insights into actionable recommendations in past roles. This will demonstrate your analytical prowess and ability to influence decision-makers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you can sign up for job alerts to stay updated on new opportunities that fit your skills.
We think you need these skills to ace Voice of Customer Insights Manager in Hounslow
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer insight and data analytics. We want to see how your skills align with our mission and the specific role of Voice of Customer Insights Manager.
Showcase Your Analytical Skills: Since this role is all about interpreting data and providing actionable insights, don’t forget to include examples of how you've successfully analysed data in the past. We love seeing how you can turn numbers into stories!
Emphasise Stakeholder Engagement: Highlight your experience in building relationships with various stakeholders. We value strong communication skills, so share instances where you’ve effectively collaborated with teams or influenced decision-makers.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It’s the best way for us to receive your application and keep track of it, plus you’ll get updates on your status!
How to prepare for a job interview at Manchester Arndale
✨Know Your Customer Insights
Before the interview, dive deep into understanding customer insights and how they impact service delivery. Familiarise yourself with common metrics and tools used in the industry, as well as any recent trends in customer experience within aviation or facilities management.
✨Showcase Your Analytical Skills
Be prepared to discuss specific examples of how you've analysed data to drive improvements in customer experience. Bring along any relevant dashboards or reports you've created in the past to demonstrate your ability to translate data into actionable insights.
✨Emphasise Stakeholder Engagement
Highlight your experience in building relationships with various stakeholders. Be ready to share stories about how you've collaborated with teams to implement changes based on customer feedback, showcasing your communication skills and ability to influence decision-makers.
✨Align with OCS’s TRUE Values
Familiarise yourself with OCS's TRUE values: Trust, Respect, Unity, and Empowerment. Think of examples from your past work that reflect these values, and be ready to discuss how you can embody them in your role as a Voice of Customer Insights Manager.
