Principal Research & Insight Consultant

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.

We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

The role:

Principal Research & Insight Consultant

This is an exciting role within our Research & Insight team to drive the customer agenda using compelling customer insight from a breadth of sources. You’ll play a role in a dynamic team of insight professionals, working across British Airways to drive customer focused decision making through the delivery of actionable insights, delivered in a confident and impactful way.

Based in our Customer & Brand Directorate, the role couldn’t be more important at a time when we’re working hard to transform the experience for our customers. 

What you’ll do:

Provide customer insight from market research to help drive change in our product and service, guiding the strategic direction of the business

Define, develop & deliver insight solutions/recommendations that meet the needs of both internal BA customers and the business

Manage stakeholder relationships with both internal colleagues as well as third party insight suppliers 

Collaborate with colleagues in our partner airlines within IAG, our parent company

Act as an internal consultant to colleagues on the customer

Communicate insights in a compelling way 

What you’ll bring to British Airways:

We’re looking for someone who is curious about consumer trends and understanding customer needs, as well as being adept at informing the design of new customer experiences and communications, alongside measuring their impact. You’ll be comfortable working with both large market research data sets, as well as unstructured data, ideally with experience of managing market research, either at an agency or clientside. You’ll also enjoy working in a collaborative and consultative way with colleagues to influence what British Airways delivers for its customers.

Your experience:

Experience of managing a large scale quantitative insight programme, ideally in the customer experience

Relevant experience of working with external market research agencies/consultancies/clients

Proven analytical ability to synthesize a broad range of data sources including internal operational and social media data to produce recommendations and insight, which result in decision making and/or business growth

Comfortable in presenting all types of information (including complex data) and strategic recommendations at all levels of BA organisation

Strong communication skills (written and verbal)

Proficient in using PowerPoint & Excel and comfortable interrogating both structured and unstructured data sets. 

What we offer:

We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.

At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We offer an hybrid work environment with three days per week at our offices near Heathrow, with discounted fares on the Heathrow Express. 

We never stand still, and we don’t expect our people to either.

Inclusion & Diversity

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain