Manager, Insights

Why you will love working here

At IATA, we represent over 350 airlines worldwide, striving to make aviation safer, smarter, more sustainable, and inclusive.

• Our Values are not just words on a page - they are the energy behind everything we do: ONE IATA - We collaborate across teams, TRUSTED - We do the right thing, INNOVATIVE - We make tomorrow better, INCLUSIVE - We embrace diverse perspectives.
• With over 30,000 courses available, we believe in continuous learning and support your growth in an ever-changing industry.
• Diversity, equity, and inclusion are our priorities. We are certified by the Equal Salary Foundation, offering equal pay and family-friendly policies.
• We encourage community involvement through volunteering and strive to make tomorrow better for aviation and our communities. We offer time off so you can support causes important to you.
• We promote work-life balance with flexible work options, including remote and hybrid work, a generous 'work from abroad' policy, and you get your birthday off!

About the team you are joining

Reporting to the Senior Manager, Insights, the successful candidate will be responsible for executing research and analytical initiatives that support a customer-focused and data-driven approach to decision-making across the organization. The Manager, Insights, plays a key role within the broader Marketing & Customer Experience team, contributing to insights that support IATA’s commercial sustainability.

The function integrates multiple sources of insight, including customer feedback, market data, competitive intelligence, and commercial performance to provide a holistic view of business opportunities and risks. In this role, you will contribute to developing a comprehensive understanding of customers, markets, products, and competitive dynamics across existing and emerging segments.

You will analyze data and translate findings into clear, actionable insights to support business decisions and stakeholder needs. This includes supporting primary and secondary research programs, contributing to the Net Promoter Score (NPS) program, and delivering market intelligence and commercial analysis.

This role requires a strong analytical mindset, attention to detail, and the ability to work with diverse data sources. You will be comfortable working in a fast-paced environment, managing multiple priorities, and collaborating with stakeholders across the organization.

What your day would be like

• Execute commercial insights and analytics activities to support a holistic view of customers, markets, and business performance;
• Support the day-to-day management and continuous improvement of the Net Promoter Score (NPS) program;
• Conduct quantitative and qualitative research to uncover actionable insights on customers and markets;
• Analyze and synthesize multiple data sources, including customer feedback, market data, competitive intelligence, and commercial performance;
• Support the design, execution, and delivery of research and analytical outputs, including reports and presentations;
• Translate data into clear findings and actionable recommendations for Products, Marketing, and Sales teams;
• Support initiatives aimed at improving customer acquisition, retention, pricing, and overall commercial performance;
• Contribute to competitive intelligence, market sizing, and segmentation analyses;
• Support the development of sales and marketing materials through data-driven insights and industry analysis;
• Prepare presentations and reports to communicate insights effectively;
• Collaborate with internal stakeholders to ensure insights are relevant, timely, and aligned with business needs;
• Provide input into product development, enhancements, and innovation initiatives based on insights;
• Develop and maintain subject matter expertise across relevant products, markets, and data sources.

We would love to hear from you if

• Minimum 5 years' experience in a quantitative or insights-related role (Consumer Insights, Market Research, Data Analytics, or related field);
• Proven track record of delivering high-quality analytical outputs and insights;
• Strong analytical and storytelling skills, with the ability to translate data into actionable recommendations;
• Experience conducting research and working with internal stakeholders and external vendors;
• Ability to synthesize multiple data sources (customer, market, commercial) into clear insights;
• Experience working with large datasets and performing data analysis;
• Experience with customer feedback programs such as NPS;
• Strong problem-solving skills and intellectual curiosity;
• Ability to manage multiple projects and prioritize effectively;
• Solid business acumen and attention to detail;
• Strong interpersonal and stakeholder collaboration skills;
• Ability to work under pressure and meet tight deadlines;
• Aviation industry experience is an asset but not required;
• Experience with BI and data visualization tools (e.g., Power BI);
• Experience with survey platforms (e.g., Qualtrics, SurveyMonkey, Hotjar);
• Advanced proficiency in Excel;
• Ability to work effectively in a virtual and hybrid environment;
• Excellent written and verbal communication skills in English; additional languages are an asset.
• Travel Required: No