Head of Inflight Customer Experience

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.

We are now looking for a

HEAD OF INFLIGHT CUSTOMER EXPERIENCE

who will be responsible for setting the strategic direction for Finnair's inflight customer experience - ensuring it reflects our brand, meets customer expectations, and supports our business ambitions.

You will lead the holistic definition and development of the inflight customer experience on all Finnair flights. This includes cabin design, inflight entertainment & connectivity, soft products, equipment and inflight service concepts, covering both complimentary and chargeable food & beverage offerings.

You will work at the heart of a matrix organization, collaborating closely with Finnair Kitchen, Inflight Experience, Technical Operations, Digital, Customer Unit teams and other key stakeholders. Success in this role requires excellent cross-organizational leadership, a strategic mindset, and a hands-on, doer attitude that ensures ideas turn into impactful results.

We are looking for a structured and collaborative leader who thrives in a fast-paced, multidimensional environment and keeps the customer at the center of every decision.

Main responsibilities:

Set and steer the inflight CX direction.

Own the inflight CX roadmap, KPIs and key development initiatives.

Lead inflight service concept creation, cabin & soft products design and IFEC direction - all in collaboration with key stakeholders in matrix organization.

Use customer insights to