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For Companies At a Glance
- Tasks: Lead customer insights and analytics to enhance the travel experience.
- Company: Join Virgin Atlantic, a brand redefining travel with a focus on individuality.
- Benefits: Competitive salary, hybrid work model, and a culture of inclusivity.
- Why this job: Make a real impact by transforming data into actionable insights for customer satisfaction.
- Qualifications: Experience in customer insight and digital analytics, preferably with Adobe tools.
- Other info: Be part of a diverse team that celebrates uniqueness and fosters collaboration.
The predicted salary is between 36000 - 60000 £ per year.
This job is brought to you by Jobs/Redefined, the UK\’s leading over-50s age inclusive jobs board.
Job Description
Job details
Location: Hybrid – 3 days a week at VHQ, Crawley
Hours: 37.5 per week, Monday to Friday
Contract Type: Permanent
Salary: Competitive
Closing Date: 24th October 2025
At Virgin Atlantic, we\’re more than just an airline-we\’re a brand that reimagines the way people experience travel. With a bold vision to become the most loved travel company, we thrive on challenging the status quo, pushing the boundaries of aviation, and celebrating individuality every step of the way.
In a nutshell
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.
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, recruitment@fly.virgin.com 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. Want to learn more? Click here
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Senior Manager - Customer Measurement and 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 and Analytics
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Virgin Atlantic. A friendly chat can open doors and give you insider info that could make your application stand out.
✨Tip Number 2
Prepare for interviews by diving deep into Virgin Atlantic's values and recent projects. Show us you’re not just another candidate; demonstrate how your experience aligns with our mission to create extraordinary customer experiences.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've used data to drive insights and improvements in customer experience. We love hearing about real-life impacts!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team at Virgin Atlantic.
We think you need these skills to ace Senior Manager - Customer Measurement and Analytics
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 digital analytics. We want to see how your skills align with our mission to transform data into actionable insights!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve driven change or improved customer experiences in previous roles. We love seeing measurable impacts that demonstrate your expertise!
Be Authentic: Let your personality shine through in your application. At Virgin Atlantic, we celebrate individuality, so don’t hesitate to show us what makes you unique and how you can contribute to our vibrant culture.
Apply Through Our Website: For the best chance of success, make sure to submit your application through our official website. This way, we can easily track your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Virgin Atlantic
✨Know Your Data Tools
Familiarise yourself with Adobe Experience Cloud, especially CJA and Target. Be ready to discuss how you've used these tools in past roles to drive customer insights and improve experiences.
✨Showcase Your Analytical Skills
Prepare examples of how you've transformed complex data into actionable insights. Highlight specific instances where your analysis led to measurable improvements in customer satisfaction or loyalty.
✨Emphasise Collaboration
Since this role involves working cross-functionally, be prepared to share experiences where you've successfully collaborated with different teams. Discuss how you’ve driven stakeholder engagement and influenced decisions.
✨Demonstrate a Customer-Centric Mindset
Illustrate your understanding of Voice of the Customer methodologies. Share examples of how you've gathered and acted on customer feedback to enhance their journey, showing that you truly value their input.
