Customer Performance Analyst

Looking for a challenge in one of the world’s largest airfreight logistics organisations?

At IAG Cargo we are in the business of moving things. From antibiotics to rhinoceros, gold bullion to avocados and everything in between. Whatever people need, wherever they are. In an era of digital screens and closed borders, we open the skies and fly the world to bring people the things they really need.

We are the logistics and cargo brand of International Airlines Group (Aer Lingus, British Airways, Iberia, Level and Vueling). At IAG Cargo, we believe in keeping the world’s economies turning, and do everything with determined attitudes, curious minds, collaborative actions and heartfelt pride. Join us at our globally recognised logistics business, where we are building a great place to work for customers and colleagues alike.

About The Role

This role will support the Customer team to deliver an enhanced customer experience, in line with IAG Cargo’s global customer vision: to be a logistics business that is keen to learn, quick to adapt, and trusted to deliver.

Reporting into the Customer Performance and Analytics Manager, the Customer Performance Analyst will support the delivery of insights that drive customer satisfaction, retention, and growth. This role will assist in gathering, analysing, and reporting on data from various areas of the business, including customer, sales, commercial, and operations data to help improve performance across the customer lifecycle.

This role will support the manager in transforming customer data into actionable insights that drive strategic decisions, improve customer outcomes, and enhance overall business performance.

The role holder will be responsible for effectively collaborating across the customer team. They will ensure they adhere to best practices in data analytics and contribute to the continuous improvement of our customer data initiatives.

What You’ll Do

• Collect, clean, and analyse customer data from various sources (CRM, support platforms, surveys).
• Create and maintain regular performance reports and dashboards.
• Support the development of customer health scores and performance metrics.
• Identify trends in customer behaviour, usage, and feedback.
• Assist in segmenting customers based on value, engagement, and risk.
• Contribute to customer journey mapping and experience analysis.
• Help monitor KPIs such as new customer onboarding times, customer queries and case management, billing accuracy, claims, operational delivery, and SLA performance.
• Support ad hoc analysis requests and special projects.
• Work with SQL, Excel, Tableau, Power BI, or Looker to process and visualise data
• Ensure data accuracy and consistency across systems
• Collaborate with cross-functional teams to align customer insights with business goals.
• Support initiatives to improve customer journey mapping and experience optimisation.

It's All About You

What you’ll bring to IAG Cargo:

You will be detail-oriented, analytical and customer-focused with a proven track record in delivering performance and analytics.

Skills And Experience

• Strong data processing skills; good understanding of SQL and Excel, familiarity with BI tools is a plus.
• Analytical mindset with attention to detail.
• Good communication skills and ability to present data clearly.
• Eagerness to learn and grow in a data-driven environment.
• Good problem-solving skills, with the ability to troubleshoot and resolve data-related issues
• Excellent organisational and time management skills, with the ability to prioritise to ensure relevant targets are met.
• High attention to detail ensuring accuracy and thorough and logical.
• Experience in data, analytics or performance role.
• Experience delivering in and customer focussed environment.
• Inquisitive about customer trends and best practice and able to use research and able to interpret data from a wide variety of sources.
• Experience working with CRM and customer success platforms (e.g., Salesforce).

We’ll treat you right

Wherever you work within IAG Cargo, you’ll play a part in helping us deliver what the world needs and join a diverse and inclusive business that’s making a difference.

As well as a competitive salary, bonus, we offer a range of benefits to support our colleagues, which include:

• A hybrid environment with 3 days a week in the office and two from home.
• From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
• Flexible bank holiday policy- Individuals not on shift have the flexibility to swap the statutory public holidays, with the days you choose to take off instead.
• All our colleagues get access to LinkedIn learning and Rosetta Stone Language courses
• For health and wellbeing we offer a free onsite gym facility as well as access to the UNMIND app and a community of Mental Health First Aiders
• Access to discounts on Apple, Cinema tickets and loads of other goodies through Perks at work

Equity, Diversity and Inclusion

Our recruitment procedures positively support our equity, diversity, and inclusion agenda.

All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.