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For Companies At a Glance
- Tasks: Lead the strategy for transforming customer data into actionable insights.
- Company: Join Virgin Atlantic, a leading airline focused on exceptional customer experiences.
- Benefits: Enjoy a full-time role with opportunities for growth and collaboration in a dynamic environment.
- Why this job: Make a real impact on customer satisfaction while working with cutting-edge analytics tools.
- Qualifications: Experience in customer insight and digital analytics, preferably with Adobe tools.
- Other info: Be part of a high-performing team that values curiosity and continuous learning.
The predicted salary is between 57600 - 86400 ÂŁ per year.
Senior Manager Customer Measurement & Analytics
Join to apply for the Senior Manager Customer Measurement & Analytics role at Virgin Atlantic
Every interaction with our guests is a moment that matters—and we’re on a mission to make each one extraordinary. As Senior Manager, Customer Measurement & Analytics, you’ll lead our strategy for transforming data into insights that drive meaningful, real-time improvements across every step of the customer experience.
You’ll lead the design and execution of a measurement framework that spans both digital and physical journeys, bringing together analytics, Voice of the Customer (VoC), and experimentation to inform decisions and inspire action. Your role is vital in embedding a culture of insight-driven change—making sure we don’t just listen to our customers, but act swiftly and visibly on their feedback.
Key responsibilities
- Develop a unified measurement framework across digital and offline touchpoints—ensuring metrics are consistent, reliable, and actionable across the organisation.
- Own and optimise the business use of Adobe CJA, Adobe Target, and Medallia—driving adoption, enabling self‑serve insights, and empowering teams to act on customer feedback and experimentation results.
- Lead Virgin Atlantic’s experimentation strategy—governing digital testing frameworks, tooling, and best practices that support high‑quality A/B and multivariate testing at scale.
- Champion real‑time VoC programmes that gather and combine customer feedback with behavioural analytics to generate clear, impactful insights. Work cross‑functionally to ensure these insights inform strategy, prioritisation, and reduce service failtures.
- Close the loop with customers—collaborate with frontline and customer care teams to respond meaningfully to feedback, track resolution effectiveness, and continuously improve satisfaction and trust.
- Act as our subject matter expert on journey analytics, VoC, and digital experimentation—maintaining cutting‑edge tools and practices while staying on top of emerging trends and capabilities.
- Build and lead a high‑performing team of analytics professionals—fostering a culture of curiosity, collaboration, and learning, while delivering measurable impact across the business.
About you
- Considerable experience in customer insight, digital analytics, or customer experience—preferably in a fast‑paced, customer‑first environment.
- Deep expertise in digital analytics tools, with a strong preference for Adobe Experience Cloud (CJA, Target).
- Solid experience with Voice of the Customer methodologies and platforms (e.g. Medallia), and embedding them into broad customer journey strategies.
- Proven ability to translate complex data into actionable insights that influence customer satisfaction and loyalty.
- Excellent stakeholder management skills and the ability to drive collaboration across multiple teams and levels.
- Experience working within agile or cross‑functional product environments is a plus.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
General Business
Industries
Airlines and Aviation
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Senior Manager Customer Measurement & Analytics employer: Virgin Atlantic
Contact Detail:
Virgin Atlantic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager Customer Measurement & Analytics
✨Tip Number 1
Familiarise yourself with Adobe Experience Cloud, especially CJA and Target. Since these tools are crucial for the role, demonstrating your proficiency or any relevant certifications can set you apart from other candidates.
✨Tip Number 2
Showcase your experience with Voice of the Customer methodologies. Prepare examples of how you've successfully integrated customer feedback into business strategies, as this will highlight your ability to drive actionable insights.
✨Tip Number 3
Network with professionals in the analytics and customer experience fields. Engaging with industry peers can provide valuable insights and potentially lead to referrals, which can significantly boost your chances of landing the job.
✨Tip Number 4
Stay updated on the latest trends in digital analytics and customer experience. Being knowledgeable about emerging tools and practices will demonstrate your commitment to continuous learning and innovation, which is essential for this role.
We think you need these skills to ace Senior Manager Customer Measurement & Analytics
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer insight, digital analytics, and customer experience. Use specific examples that demonstrate your expertise with tools like Adobe Experience Cloud and Voice of the Customer methodologies.
Craft a Compelling Cover Letter: In your cover letter, express your passion for transforming data into actionable insights. Mention how your previous roles have prepared you to lead a high-performing team and drive collaboration across multiple teams.
Showcase Your Analytical Skills: Provide concrete examples of how you've successfully implemented measurement frameworks or led experimentation strategies in past roles. Highlight any metrics or outcomes that resulted from your initiatives.
Research Virgin Atlantic: Familiarise yourself with Virgin Atlantic's mission and values. Understanding their approach to customer experience will help you align your application with their goals and demonstrate your genuine interest in the role.
How to prepare for a job interview at Virgin Atlantic
✨Showcase Your Analytical Skills
As a Senior Manager in Customer Measurement & Analytics, it's crucial to demonstrate your ability to translate complex data into actionable insights. Prepare examples from your past experiences where your analytical skills led to significant improvements in customer satisfaction or loyalty.
✨Familiarise Yourself with Relevant Tools
Make sure you have a solid understanding of Adobe Experience Cloud tools like CJA and Target, as well as platforms like Medallia. Be ready to discuss how you've used these tools in previous roles to drive customer insights and improve decision-making.
✨Emphasise Stakeholder Management
Highlight your experience in managing stakeholders across various teams. Prepare to discuss specific instances where you successfully collaborated with different departments to implement customer feedback strategies and enhance the overall customer journey.
✨Demonstrate a Customer-Centric Mindset
Since the role focuses on improving customer experiences, be prepared to share your thoughts on what makes a great customer experience. Discuss how you would champion real-time Voice of the Customer programmes and ensure that customer feedback is acted upon effectively.