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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.
