The Research & Insight team plays a critical role in guiding decision‑making across Heathrow through compelling research, insight, and strategic analysis. This role provides dedicated expertise for the Surface Access research portfolio, focusing on understanding how and why passengers and colleagues travel to and from the airport. It ensures that robust evidence and the customer voice are consistently embedded within Surface Access planning, customer experience improvements, and wider business decisions.
Working within the wider Customer Function and in close collaboration with the Surface Access team and a broad network of internal and external stakeholders, the role leads the design and delivery of ongoing measurement, ad‑hoc research programmes, and third‑party insights. The postholder translates complex business questions into clear research objectives and actionable insight to support prioritisation, investment decisions, and governance. By strengthening in‑house capability, the role reduces reliance on external agencies while maintaining control over quality, methodology, and timelines, requiring strong influencing and presentation skills, alongside a proven track record of leading complex research initiatives in transport, travel, or aviation contexts.
Please note this role is a 12 month Fixed Term Contract.
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