Inflight Experience Specialist

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

To identify, develop and implement initiatives that enhance the inflight customer experience, with a particular focus on onboard service, procedures, announcements, ambience, special events and retail products. The role will transform customer feedback, operational insights and business needs into feasible and measurable improvements aligned with the company’s brand, customer expectations and operational requirements.

Tasks & responsibilities

• Identify and prioritize opportunities to improve the inflight customer experience by analyzing customer feedback, NPS, satisfaction indicators, operational information and emerging trends.

• Develop and coordinate initiatives related to onboard service, procedures, announcements, ambience, music, special events, retail products and other inflight touchpoints.

• Manage improvement initiatives throughout their lifecycle, from defining requirements and coordinating stakeholders to implementation, performance monitoring and post-launch optimization.

• Review customer-facing materials, content and product proposals to ensure accuracy and consistency with the brand, customer needs and applicable operational or regulatory requirements.

• Collaborate with Cabin Crew, Flight Operations, Commercial, Brand, Communications and other internal teams, as well as external partners and service providers.

• Translate customer, operational and commercial insights into actionable recommendations, project proposals, presentations and business cases when required.

• Monitor the customer and business impact of implemented initiatives, identifying deviations and coordinating corrective or optimization actions.

Academic background

• Bachelor’s degree in Business Administration, Tourism, Marketing, Customer Experience, Hospitality, Aviation Management or a related field.

• Equivalent professional experience in customer experience, inflight services or other customer-oriented environments may also be considered.

Experience

• Around 2–3 years of professional experience in Customer Experience, service improvement, product or service development, project coordination or a similar position.

• Demonstrable experience coordinating cross-functional projects or improvement initiatives from concept through to implementation.

• Experience working with customer, operational or commercial data to identify opportunities and support decision-making.

• Previous experience in aviation, travel, hospitality, retail or another complex customer-facing environment will be highly valued.

• Experience in digital customer experience, innovation, transformation, ancillary services or onboard retail will be positively valued.

Skills

• Strong project coordination, organizational and stakeholder management skills, with the ability to manage different initiatives simultaneously.

• Excellent communication, collaboration and influencing abilities in cross-functional environments.

• Customer-centric and results-oriented mindset, with the ability to balance customer expectations, operational feasibility and business priorities.

• Analytical and structured problem-solving skills, with the ability to turn data and insights into actionable recommendations.

• Strong attention to detail, particularly when reviewing customer-facing content, materials and presentations.

• Good command of Microsoft Office, particularly Excel and PowerPoint. Candidates should be comfortable working with data and preparing clear, professional presentations.

• Fluency in English and Spanish, both at C1 level, is required.

💛 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.