Job Description

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: With our heart in Finland, we make every journey better, today and tomorrow. Our values – Always Safe, Customer at Heart and Stronger Together– guide us in everything we do.

End-to-end disruption management is divided into four main areas: Solution management, Support & Aftercare management, end-to-end development and legislation. Solution management consists of Operations and Customer Experience unit roles with defined responsibilities and reporting duties also in matrix. Solution Management is divided into five main functions. Customer, System and Baggage teams work in the Operations unit. Customer journey leads and long-term managers are part of the Customer Experience unit. These teams provide solutions for customers and work together to ensure best possible customer experience in disruptions.

We are now looking for a creative solution seeker to work as

CUSTOMER SOLUTION LEAD

to join the Solution Management organization. Customer Solution Management leads the delivery of solutions to customers impacted by short-term disruptions by implementing Finnair disruption policy. Coordinates and monitors disruptions proactively to ensure the best possible solutions that are optimized to be cost-effective with minimal negative customer impact. Takes actions to prevent the need for claims and disputes and ensures solutions offered are best possible to handle the current disruption without the need for customers to contact Finnair.

Ensures that rerouting, customer care costs and claims are minimized. Upkeeps situational awareness to operational stakeholders to ensure world class disruption handling. Works together with Customer Journey Leads to enable the best possible disruption communication and customer policy in disruptions. Executing the delivery of customer care during disruptions. Handles long-term disruptions as instructed by Long-Term Solution Managers.

You might be the person we are looking for if you are decisive, understand the importance of customer experience and are great in solving challenges. Ability to take responsibility and to prioritize effectively are also mandatory competences in this role.

This is a fixed-term position starting as soon as possible and lasting until the end of May 2027.

Our expectations towards you:

• Good understanding of airline industry and customer service end-to-end processes, tools, and regulations.
• Strong and self-driven problem-solving skills and high stress tolerance.
• Ability to handle sudden situations and control the big picture.
• Proactive way of working and willingness to learn new things.
• Interest and talent in digitalization as part of airline customer service.
• Good verbal and written communication and reporting skills, in both Finnish and English.
• Altea CM system skills and knowledge of airport customer processes are a must.
• Knowledge of Amadeus rerouting tools (OPR, SLO & DT), PNR and ticketing skills are considered as an advantage.
• Ability to work in shifts 24/7.
• High school graduate, preferably bachelor’s degree in relevant field or equivalent.

The collective agreement for this position is FINTO and work is done in shifts (24/7).

Are you ready for the challenge and want to join our team? Submit your application with your CV and cover letter no later than Sunday, 20 September 2026.

Please note that the hiring process may include a pre-employment health examination including a drug test and a security clearance.

For more information, please contact Riku Pöljö (Manager, Solution management) by email at Riku.Poljo@finnair.com or by phone +358 40 516 6950 on the specified hours stated below (GMT +03:00):

• Thursday, 17 September between 1pm to 2pm

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.