Head of Customer Insights
FinnairFinland21 hours ago
Full-timeMarketing, Sales
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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.
Main Responsibilities
We offer you an exciting opportunity to work in the fast-changing aviation and international travel industry in a culture that drives and enables professional development and continuous improvement. You will be supported by internally highly rated supervisory work with modern leadership practices that we constantly develop.
We are happy to enable our employees to enrich their lives and fulfill their travel dreams by offering a wide leisure travel benefit. We also support the health and wellbeing of our employees through our own Sickness Fund insurance benefit, Epassi sport (culture, health & wellbeing or commuting benefit), gyms around the Finnair campus and activities organized by our hobby clubs.
Are you ready for the challenge and want to join our team? Submit your application with your CV, cover letter and salary expectation no later than Monday, 6 April 2026.
Please note that the hiring process includes a pre-employment security clearance and a drug test.
For more information, please contact Eerika Enne (Vice President, Customer Experience) only by phone +358 400 238006 on Thursday, 26 March between 3 to 4pm (EET). Kindly note that we are unable to respond to inquiries by email.
Please note that we do not process applications submitted via email.
Our people are key to our success and the foundation that makes Finnair unique. We are committed to creating a safe work environment where all our people can thrive and succeed. We cherish diversity and strive to employ people with different backgrounds and experiences, to bring together multiple views to foster our business success. According to our employee survey, respecting diversity is at a high level in our work community. You are welcome to join Finnair as your authentic self.
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.
Main Responsibilities
- Build and lead Finnair’s customer insights direction and daily operations.
- Create ways of working that continuously generate impactful insights from data and research that are understandable and actionable, improving CX together with business owners.
- Own the CX performance measurement framework (for e.g. NPS, CSAT, CES, emotion score), including targets, KPIs and governance, and Voice of the Customer program.
- Lead research portfolio, insight tools, and vendor partnerships.
- Leverage AI opportunities and have ability to create projects for fast learning and testing.
- Drive customer‑centric decision‑making across the organization.
- Build and lead customer insights team strengthening our in-house insights capabilities.
- Collaborate with internal stakeholders to align business targets with customer needs and ensure insights guide CX development and strategic direction.
- Master’s degree in relevant field.
- 5–7 years of experience in customer insight, CX, consulting, or related fields.
- Proven understanding of data analytics and research techniques, both qualitative and quantitative methods in customer insights field.
- Experience with analytics tools is highly desirable.
- Proven track record in leading teams and working in cross‑organizational settings.
- Demonstrated ability to influence senior stakeholders and contribute to strategic decision making.
- Experience with external vendors, insight tools, and budget management.
- Strong analytical mindset with ability to translate data into actionable insights.
- Excellent communication and interpersonal skills in English, with the ability to convey insights and complex findings clearly and compellingly. Fluency in Finnish is considered a minor advantage.
- Understanding of commercial levers and how CX influences growth and profitability.
- Ability to build and lead customer insights team capabilities.
- Ability to prioritise short vs. long term projects, focusing on continually delivering value to Finnair and our customers.
We offer you an exciting opportunity to work in the fast-changing aviation and international travel industry in a culture that drives and enables professional development and continuous improvement. You will be supported by internally highly rated supervisory work with modern leadership practices that we constantly develop.
We are happy to enable our employees to enrich their lives and fulfill their travel dreams by offering a wide leisure travel benefit. We also support the health and wellbeing of our employees through our own Sickness Fund insurance benefit, Epassi sport (culture, health & wellbeing or commuting benefit), gyms around the Finnair campus and activities organized by our hobby clubs.
Are you ready for the challenge and want to join our team? Submit your application with your CV, cover letter and salary expectation no later than Monday, 6 April 2026.
Please note that the hiring process includes a pre-employment security clearance and a drug test.
For more information, please contact Eerika Enne (Vice President, Customer Experience) only by phone +358 400 238006 on Thursday, 26 March between 3 to 4pm (EET). Kindly note that we are unable to respond to inquiries by email.
Please note that we do not process applications submitted via email.
Our people are key to our success and the foundation that makes Finnair unique. We are committed to creating a safe work environment where all our people can thrive and succeed. We cherish diversity and strive to employ people with different backgrounds and experiences, to bring together multiple views to foster our business success. According to our employee survey, respecting diversity is at a high level in our work community. You are welcome to join Finnair as your authentic self.
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