Are you ready to lead digital experience intelligence and research that transforms insight into exceptional customer experiences?
This role is central to our Digital Experience capability, turning customer, behavioral, and operational signals into evidence-based decisions. It ensures digital products and journeys are continuously validated to support stronger design, smarter product development, and confident strategic direction.
A core part of the role is shaping and governing a continuous research program across digital experience. This includes setting priorities, leading stage-gate validation, and embedding an evidence-led approach before concepts move into development.
Working closely with Product, Lifecycle, and Experience Design teams, the role translates research findings into strategic recommendations, design requirements, and clear inputs for backlog refinement. It helps teams address root causes, resolve customer pain points, and make informed roadmap decisions.
With responsibility for advanced insight generation, this position leads qualitative and quantitative research, behavioral analytics, experimentation, and A/B testing. It also oversees digital telemetry, session replay, heatmapping, predictive analytics, and AI-enabled methods to identify trends and validate opportunities.
The role also drives executive reporting, dashboards, and compelling insight storytelling that influence senior stakeholders. Alongside this, it strengthens organisational capability by coaching teams, promoting best practices, and enhancing the governance and usability of our digital experience knowledge base.
This is an opportunity to shape the strategic direction of digital experience through insight, innovation, and leadership at the heart of a future-focused airline.
