Voice of Customer Insights Manager

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

This role is dedicated to understanding the Voice of the Customer and transforming insights into actions that elevate the airline’s cleanliness, presentation, and the overall onboard experience. Some occasional travel to Manchester will be required. 

You will act as the insight specialist for this prestigious airline contract, capturing, analysing, and interpreting feedback from passengers, crew, and operational teams to drive service excellence and continuous improvement. This is a pivotal opportunity to shape the future of cleanliness standards for one of the world’s most iconic airlines.

Voice of the Customer Leadership

• Develop and lead a clear VOC strategy that aligns with brand standards and customer experience goals.
• Capture structured and unstructured feedback from multiple channels (audits, crew reports, passenger feedback, operational data).
• Create meaningful insight dashboards, scorecards, and trend analyses for both OCS and client stakeholders.

Insight Analysis & Reporting

• Analyse patterns, root causes, and performance variances related to airline presentation.
• Provide regular insight reports and briefings to senior leaders, highlighting risks, opportunities, and priority areas for improvement.
• Translate data into actionable recommendations that enhance service delivery, turnaround performance, and customer satisfaction.

Continuous Improvement & Innovation

• Work closely with operational managers to embed insight-led decision making across all sites.
• Identify innovation opportunities in processes, training, quality control, and technology to strengthen the passenger experience.
• Monitor the impact of improvement initiatives and measure their effectiveness over time.

Stakeholder Engagement

• Build strong relationships with cabin crew, operations teams, and customer experience stakeholders.
• Represent OCS at joint insight reviews, performance meetings, and customer experience forums.
• Ensure transparency around performance, challenges, and solutions to uphold OCS’s reputation for quality and reliability.

Quality, Safety & Compliance

• Support audit processes and ensure that feedback loops are robust, timely, and well-governed.
• Ensure insight reporting supports adherence to Health & Safety, cleaning standards, and regulatory compliance within the aviation environment.

The Ideal Candidate Will Have:

• Experience in customer insight, data analytics, quality management, or customer experience roles.
• Strong analytical skills with the ability to interpret data, communicate findings clearly, and influence decision makers.
• Experience in aviation, hospitality, facilities management, or a similarly customer‑driven environment (desirable).
• Excellent stakeholder management and communication skills.
• Passion for improving customer experience and advocating for the Voice of the Customer.
• A proactive, solutions-focused approach, aligned with OCS’s TRUE values.
• Be willing to be vetted to CAA regulations and undertake a DBS check and security clearance.

Why Join Us?

This is a rare opportunity to shape insight strategy for a flagship aviation partnership. At OCS, you’ll be supported, empowered, and encouraged to innovate as you help elevate the cabin experience.

How to Apply:

If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.