Job Description

At Vueling, we connect people, places and opportunities ✈️

As part of the IAG Group, we are one of Europe’s leading airlines, serving around 250 routes across 30 countries and welcoming millions of customers every year. With more than 5,000 employees, Vueling is the only European airline recognized as a Top Employer for three consecutive years. Driven by innovation, collaboration, and a commitment to sustainability, we are shaping the future of aviation while creating an environment where our people can grow, contribute, and make an impact.

Mission

Lad the Customer Insights & Data function by delivering customer intelligence, performance measurement and specialized analytics across Omnichannel Operations, Customer Experience and Disruptions Performance, transforming data into actionable insights that drive customer and business improvements through automation and AI-enabled reporting and cross-departmental collaboration, in order to optimize customer satisfaction, improve operational efficiency, and drive business growth through enhanced data capabilities. Main Responsibilities/Accountabilities.

Tasks & responsibilities

• Develop and execute a strategic roadmap for customer insights and data, identifying opportunities to enhance analytics, reporting, and automation capabilities across the organization.
• Act as the key liaison for customer performance metrics across
• departments, ensuring that each function receives tailored, data-driven insights to support their business objectives.
• Collaborate with IT and Data teams to identify, prioritize, and implement automation and AI-driven solutions for reporting and analytics, reducing manual workload and increasing efficiency.
• Establish and maintain strong cross-functional relationships, aligning key performance indicators (KPIs) and sharing customer insights to foster a data-driven approach to performance improvement.
• Oversee the design, implementation, and continuous optimization of dashboards that provide clear, real-time visibility into customer KPIs throughout the journey.
• Assess data needs across departments, identify gaps in customer insights, and implement solutions that improve data quality, availability, and strategic impact.
• Manage relationships with external data providers and survey suppliers, ensuring access to high-quality, relevant, and actionable customer insights.
• Organize and lead regular performance reviews and strategic workshops with department heads, using insights to drive continuous improvement in customer-related initiatives.
• Benchmark customer performance data and insights against other operating companies (OpCos), sharing best practices and refining strategic initiatives accordingly.
• Ensure compliance with data governance, security policies, and ethical data use, working closely with IT and regulatory teams.
• Support the development of AI-powered decision-making tools that enhance customer insights and operational strategies.
• Lead and guide the team’s analytical work by setting clear priorities, challenging approaches, ensuring methodological rigor and business relevance, and coaching analysts to translate data
• into actionable insights, while promoting their development, teamwork and effective collaboration across the Company.

Academic background

• Degree in Business Analytics, Data Science, Statistics, Engineering, Economics, or a related
• field. Equivalent industry experience in customer insights, business intelligence, or data
• management may be considered.
• Strong understanding of business performance metrics, reporting tools, and customer KPIs.
• Familiarity with automation and AI concepts (eg. capabilities, benefits, and integration
• processes).
• Expertise in stakeholder engagement and cross-departmental collaboration.
• Knowledge of business intelligence and data visualisation platforms (eg. Tableau) , reporting
• automation and the practical application of AI to data preparation, reporting and insight
• generation.
• Strong knowledge of customer intelligence, customer journey measurement, NPS, Voice of
• Customer and customer survey methodologies.
• Strong understanding of Contact Centre, Back Office and omnichannel performance metrics,
• including demand, productivity, service levels, quality and resolution.

Experience

• Significant experience (more than 8 years) in customer analytics, insights, and data driven
• decision-making.
• Proven track record within analytics and insights.
• Experience leading data-related initiatives, including automation and analytics projects, through collaboration with technical experts.
• Demonstrated ability to translate data-driven insights into strategic actions that deliver business
• value.
• Experience working cross-functionally with technical teams and business stakeholders to
• achieve common goals.
• Proven ability to build trusted relationships with senior stakeholders, influence decision-
• making and align cross-functional teams around data-driven priorities and actions.
• Proven ability to lead analytics teams and drive data-related initiatives across departments.

Skills

• English (C1 preferred, B2 minimum) – Required for stakeholder engagement, reporting, and strategic discussions.
• Spanish (C1 preferred, B2 minimum) – Essential for internal coordination and crossfunctional
• collaboration.

💛 Vueling Values

Our values are what we believe in, what we stand for and how we behave.

• Make it happen
• Make it better
• Make it safe
• Make it cost-focused
• Make it customer-oriented
• Win together

Vueling is committed to building a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other status.