Head of Customer Insights

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 CUSTOMER INSIGHTS

to join our team!

As Head of Customer Insights, your top priority is to improve and enhance our customer experience (CX) by continuously generating understandable and actionable insights from data and research. You steer Finnair's customer insights direction and ways of working ensuring CX consistently delivers value for Finnair and our customers.

You build and lead a team of insight professionals, strengthen our research and analytics capabilities, and guide our pipeline of insight opportunities. You turn data into clear, actionable insights and recommendations for stakeholders that drive measurable improvements. You base all recommendations on latest analysis and research. You can distinguish between big and small opportunities and continuously manage a pipeline for both. You actively champion the use of AI and modern research techniques to accelerate learning and fast action.

This role suits an analytical and strategic leader who thrives in a fast-paced environment and is motivated by uncovering what truly drives customer satisfaction and why. You communicate complex findings in a simple, compelling way and build customer-centricity. You are a hands-on doer and get excited by finding insights that bring value for Finnair and our customers. You will be part of the Customer Experience team and report to the Vice President, Customer Experience.

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