Finnair is a diverse community of professionals who work ambitiously with a big heart and commitment. A strong safety culture is our priority and at the core of our everyday work, never taking it for granted. We are committed to doing our share in solving the climate challenge by determinedly following our science-based pathway to decarbonize our operations. We find meaning in our purpose: to enrich lives by bridging the world, and our identity and service mindset stems from our iconic brand's Nordic heritage. Our values - Commitment to care, Working Together, Simplicity and Courage - guide us in everything we do.
We are now looking for a
DEVELOPMENT MANAGER, INFLIGHT CX
to join our Inflight Customer Experience (CX) team. You will be joining a team that is part of our Brand, Customer Experience and Design team, responsible for the Finnair brand, customer value proposition, and customer experience. Our Inflight CX team isresponsible together with our colleagues in Operations ofthe overall experience customers have onboard all our flights. This is truly an opportunity to impact the core of Finnair customer experience.
As Development Manager, Inflight CX you will be responsible for customer experience development in the Inflight CX areasupporting Finnair's strategic goals, focusing on inflight service concept development. You will analyze customer and crew feedback, as well as other data, the competitive landscapeand CX trends to understand what customers think of our service onboard and what we could do better. You will identify pain points and development areas, that you will then evaluate together with key stakeholders for e.g.fromInflightService and Finnair Kitchen teams to understand how we can develop the inflight service concepts and experience customershave onboard aligned with Finnair strategy. You will create and implement a feasible roadmap in your area to bring these improvements to life for our customers to enjoy.
This role plays a key part in shaping the experience our customers have onboard, but you will not do it alone. We work closely together in our Inflight CX team, as well as with key stakeholders. To succeed in this role, you need excellent teamworking, concepting and facilitation skills, as well as the willingness to question ways of working, ability to motivate others and drive to deliver the planned changes.
Main responsibilities:
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Actively collect, analyseand utilize customer, operational, financial and market data & insights to identify development opportunities, as well as identify actions with biggest impact aligned with Finnair strategic targets.
Our expectations:
Working at Finnair:
A job on top of the world in a fast-paced environment, working with one of the most iconic brands in Finland. You get to work in an international travel industry in a culture that drives and enables professional development and continuous improvement. You will be supported by internally highly rated supervisory work with modern leadership practices that we constantly develop.
We are happy to enable our employees to enrich their lives and fulfill their travel dreams by offering a wide leisure travel benefit. We also support the health and wellbeing of our employees through our own Sickness Fund insurance benefit, Epassi sport, culture, wellbeing or commuting benefit, gyms around the Finnair campus and activities organized by our hobby clubs.
Additional information
Are you ready for the challenge and want to join our team? Submit your application with your CV, cover letter and salary expectation no later than Sunday, 20 April 2025. We will start going through possible candidates already during the application period.
Please note thatthe hiring process includes a pre-employment security clearance and a drug test.
For more information, please contact Eerika Enne (Head of Inflight Customer Experience) by phone +358 400 238006 during the specified hours provided below:
Please note that we do not process applications submitted via email.
Our people are key to our success and the foundation that makes Finnair unique. We are committed to creating a safe work environment where all our people can thrive and succeed.We cherish diversity and strive to employ people with different backgrounds and experiences, to bring together multiple views to foster our business success.According to our employee survey, respecting diversity is at a high level in our work community. You are welcome to join Finnair as your authentic self.
