Customer Insights Specialist

We are easyJet – a FTSE listed, £multi-billion low-cost airline that serves tens of millions of customers every single year. If you’re reading this, you have probably already been an easyJet customer, and you’ll know that there is no more iconic (or Orange!) travel brand in Europe.

We fly more than 1,207 routes, connecting 38 countries across Europe, and employ more than 18,000 colleagues. We’re on a mission to make low-cost travel easy – and whatever your role here, you’ll connect millions of people to what they love using Europe’s best airline network, great value fares, and friendly service.

What makes us easyJet? Our Promise Behaviours - we are Safe, Bold, Welcoming and Challenging. Four Behaviours. One Spirit. One easyJet.

Read On If You

• Have experience in customer insights, market research or brand tracking within a fast-paced organisation.
• Enjoy turning complex data into clear, actionable recommendations that influence business decisions.
• Love understanding customer behaviour, motivations and needs.
• Are confident presenting insights to a wide range of stakeholders, including senior leaders.
• Thrive on solving problems and identifying opportunities through research and analysis.

The Team

The Customer Strategy & Insights team plays a key role in shaping easyJet’s customer strategy and helping the business better understand the needs, behaviours and motivations of our customers.

Working at the heart of customer decision-making, the team delivers insight that helps drive strategic priorities, supports business performance and ensures we continue to provide easy, reliable travel experiences for millions of customers across Europe.

The Role

As Customer Insights Specialist, you’ll be responsible for delivering high-quality customer and brand insight that helps inform strategic decisions across the business.

Working closely with agency partners, analytics teams and stakeholders across easyJet, you’ll manage our brand tracking programme, oversee our customer community and lead a variety of research initiatives. You’ll bring customer insight to life through compelling storytelling, engaging presentations and clear recommendations that influence actions at every level of the organisation.

Key responsibilities include:

• Managing customer and brand tracking programmes and translating findings into actionable insight.
• Engaging with stakeholders across the business to understand research needs and support decision-making.
• Delivering impactful presentations that clearly communicate customer insights and recommendations.
• Owning regular reporting of customer and brand KPIs.
• Briefing research and insight requirements to agency partners and analytics teams.
• Managing external research agencies to ensure quality delivery and value for money.
• Acting as the subject matter expert for customer and brand metrics across the business.
• Supporting teams in understanding customer data, KPIs and dashboard outputs.
• Building and maintaining a central insight repository to maximise the value of customer research.
• Identifying knowledge gaps and designing research solutions, including segmentation and behavioural studies.

What We’re Looking For

• Experience in a customer insight, consumer research or market research role.
• Strong understanding of brand health and customer metrics.
• Excellent analytical skills with the ability to work confidently with large data sets and numerical analysis.
• Experience delivering persuasive, insight-led recommendations that drive business action.
• Strong communication and stakeholder management skills.
• Ability to influence and engage stakeholders across different levels of an organisation.
• Experience working with external suppliers or research agencies.
• Strong presentation and data visualisation skills.
• A proactive and self-motivated approach with excellent problem-solving abilities.
• Ability to manage changing priorities and perform effectively in a dynamic environment.

What You’ll Get In Return

• Competitive base salary.
• Up to 20%25 bonus.
• 25 days' holiday.
• BAYE, SAYE and Performance Share Schemes.
• 5%25 pension.
• Life Assurance.
• Flexible benefits package.
• Excellent staff travel benefits.

Practicalities

This is a full-time position. We support hybrid working and spend time together as a team in our Luton HQ offices.

Please note that this role does not meet the criteria for visa sponsorship, and we are therefore unable to consider applicants who require sponsorship to work in the UK

Reasonable Adjustments

At easyJet, we are dedicated to fostering an inclusive workplace that reflects the diverse customers we serve across Europe. We welcome candidates from all backgrounds. If you require specific adjustments or support during the application or recruitment process, such as extra time for assessments or accessible interview locations, please contact us at [email protected]. We are committed to providing reasonable adjustments throughout the recruitment process to ensure accessibility and accommodation.

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