Overview

In this role, you lead the Customer Insights & Data function within the IAG Group, driving analytics, performance measurement and automation across Omnichannel Operations, Customer Experience and Disruptions. You will translate data into actionable insights to improve customer satisfaction and operational efficiency, partnering across departments to enable data-driven decision making. You will design and optimize dashboards, oversee data governance, and foster cross-functional collaboration to scale AI-enabled reporting. This is a strategic, impact-focused leadership position at a top European airline striving for sustainability and growth.

Responsabilidades

Develop and execute a strategic roadmap for customer insights and data, improving analytics, reporting, and automation. Serve as the main liaison for customer performance metrics across departments with tailored insights. Collaborate with IT and Data teams to implement automation and AI-driven reporting solutions. Build cross-functional relationships, align KPIs, and promote a data-driven performance culture. Oversee dashboards providing real-time visibility into customer KPIs across the journey. Assess data needs, identify gaps, and improve data quality and strategic impact. Manage relationships with external data providers and survey suppliers. Lead performance reviews and workshops to drive continuous improvement in customer initiatives. Benchmark performance against other OpCos and share best practices. Ensure data governance,



security, and ethical data use with IT and regulatory teams. Support AI-powered decision tools and advance analytics maturity. Lead and mentor the analytics team, setting priorities and developing analysts. Establish rigorous methodologies and translate insights into strategic actions.

Requisitos principales

Degree in Business Analytics, Data Science, Statistics, Engineering, Economics, or related field (or equivalent industry experience). Strong understanding of business performance metrics, reporting tools, and customer KPIs. Familiarity with automation and AI concepts and integration processes. Expertise in stakeholder engagement and cross-departmental collaboration. Knowledge of BI and data visualization platforms (e.g., Tableau) and practical AI applications in data work. Strong knowledge of customer intelligence, journey measurement, and survey methodologies. Solid understanding of omnichannel performance metrics including demand, productivity, service levels, quality and resolution. Significant experience (8+ years) in customer analytics and data-driven decision-making. Proven track record leading analytics initiatives and translating data into strategic actions. Experience working cross-functionally with technical teams and senior stakeholders to align priorities. Stakeholder engagement Cross-functional collaboration Leadership and coaching Tableau Reporting automation AI-powered analytics

📌 MANAGER CUSTOMER INSIGHTS & DATA (Barcelona)
🏢 Vueling Airlines
📍 Barcelona