Customer Insights Specialist (Travel)

Location: Hybrid in Manchester, United Kingdom; working from home and the Aeroworks office two days per week, usually Tuesday and Wednesday. Core working hours are 10am–4pm.

Salary: £26,228 per year.

Company

hirify.global is a UK online package holiday specialist serving around two million holidaymakers annually through travel technology, a holiday app, beach destinations, long-haul trips, and city breaks.

What you will do

• Collaborate with Customer Journey Leads to enhance the end-to-end customer journey.
• Analyse feedback, NPS, Trustpilot data, complaints, and customer or colleague data to identify pain points and root causes.
• Design and implement proactive email communications that reduce inbound contact volumes and improve Voice of the Customer scores.
• Update platform wording, micro-copy, and non-technical user flows based on customer insights.
• Create and monitor controls for customer communications to ensure consistency, accuracy, and brand alignment.
• Identify opportunities to improve the speed and quality of service and streamline operational workflows.

Requirements

• Strong analytical skills and experience structuring and interpreting data to track performance, with strong attention to detail.
• Excellent stakeholder management skills and the ability to write clear, engaging, purposeful customer-facing copy.
• An action-oriented approach to fixing customer problems by improving flows and communications.
• Experience working with customer or omnichannel platforms, NPS, and CSAT metrics at an operational level.
• Strong experience using Microsoft Excel, Power BI, and other data management tools.

Culture & Benefits

• Full-time working hours are 37.5 per week with flexible working patterns and core collaboration hours from 10am to 4pm.
• Hybrid working with home working and two office days per week in Manchester.
• 25 days of holiday plus a birthday day off, with additional holiday-related leave and discounts on holidays.
• Access to Learnerbly, workshops, courses, and professional qualifications.
• Enhanced family leave, employee assistance and counselling, health support, company sick pay, and wellbeing events.
• Additional benefits include a gym discount, Share Incentive Plan, death-in-service cover, subsidised coffee shop, venue discounts, social events, and Cycle to Work scheme.

Hiring process

• Multiple interview stages, including an in-person interview at the Aeroworks office in Manchester city centre.
• Reasonable adjustments are available during the interview process on request.