Customer and Consumer Insight Manager in Crawley

Salary: Competitive per annum

Hours: 37.5 per week, Monday to Friday

Location: Flexible working, 2 days a week in our VHQ, Crawley & 1 day in London

Contract: Permanent

Closing Date: 30th March

Virgin Atlantic is a purpose led long haul airline. Committed to protecting the planet, whilst bringing the social and economic benefits of connectivity and trade to the destinations and communities we serve. At Virgin Atlantic, we're committed to innovation, pioneering change through partnership, and being transparent in our progress.

As our Consumer Insight Manager, you'll be the driving force behind Virgin Atlantic's Masterbrand insights—ensuring every strategic decision is grounded in consumer understanding. Acting as a key bridge to our brand and product teams, you'll champion a consumer in-first mindset to guide investment decisions and future growth strategies.

You’ll identify what truly matters to travellers, uncover barriers to consideration and purchase, and shape clear, actionable recommendations to enhance the Virgin Atlantic experience. This role will also oversee all insight and research programmes that inform long-term brand, product, and service direction—from bespoke research to brand health tracking, trend analysis, and innovation testing.

By integrating diverse sources of data and insight, you’ll provide a 360° view of the long‐haul traveller and the market landscape—delivering intelligence that informs decisions and fuels commercial growth.

Day to day:

• Design and execute both qualitative (e.g., focus groups, ethnography, IDIs) and quantitative (e.g., surveys, segmentation, conjoint) studies that generate clear, actionable insights.
• Select appropriate methodologies tailored to business needs and audience segments.
• Communicate insights compellingly and regularly to drive action and inspire stakeholders.
• Partner across Customer Experience, Product, and Commercial teams to align on shared insight needs.
• Collaborate with Voice of the Customer (VoC) and Marketing Effectiveness to inform and influence the Brand & Marketing strategy.
• Manage budgets for ad hoc research and identify knowledge gaps.
• Inspire and coach team members, contributing to a high‐performing, engaged team culture.
• Build trusted relationships across departments through clear communication and collaboration.
• Manage relationships with internal teams and agency partners to ensure best‐in‐class insights and competitive advantage.
• Lead the development and embedding of innovative methodologies that strengthen consumer‐centric decision‐making.

About you:

• Extensive experience in market research and consumer insight, with strong expertise across both qualitative and quantitative methodologies.
• Proven ability to use insight to influence strategy and drive tangible business impact.
• Strong stakeholder management skills, with the confidence to influence and inspire at all levels.
• Exceptional communication skills—able to distil complex findings into clear, actionable stories.
• Strategic thinker with excellent analytical and problem‐solving abilities.
• Experienced in managing multiple research agencies and budgets.
• Adept at prioritising effectively in a fast‐paced environment.
• Passionate about embedding consumer‐centricity and data‐driven decision‐making across the business.

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.

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.