EXPLORE YOUR NEXT CHAPTER
MANAGER CUSTOMER INSIGHTS & DATA
Vueling
Source: Headcount Labs · original listing ↗
Job data: Headcount Labs, ODbL 1.0. Job descriptions belong to their employers.
Posted Oct 15
About this role
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 Lad the Customer Insights & Data function by delivering customer intelligence, performance measurement and specialized analytics across Omnichannel Operations, Customer Experience and Disruptions Performance, transforming data into actionable insights that drive customer and business improvements through automation and AI-enabled reporting and cross-departmental collaboration, in order to optimize customer satisfaction, improve operational efficiency, and drive business growth through enhanced data capabilities. Main Responsibilities/Accountabilities. Tasks & responsibilities • Develop and execute a strategic roadmap for customer insights and data, identifying opportunities to enhance analytics, reporting, and automation capabilities across the organization. • Act as the key liaison for customer performance metrics across departments, ensuring that each function receives tailored, data-driven insights to support their business objectives. • Collaborate with IT and Data teams to identify, prioritize, and implement automation and AI-driven solutions for reporting and analytics, reducing manual workload and increasing efficiency. • Establish and maintain strong cross-functional relationships, aligning key performance indicators (KPIs) and sharing customer insights to foster a data-driven approach to performance improvement. • Oversee the design, implementation, and continuous optimization of dashboards that provide clear, real-time visibility into customer KPIs throughout the journey. • Assess data needs across departments, identify gaps in customer insights, and implement solutions that improve data quality, availability, and strategic impact. • Manage relationships with external data providers and survey suppliers, ensuring access to high-quality, relevant, and actionable customer insights. • Organize and lead regular performance reviews and strategic workshops with department heads, using insights to drive continuous improvement in customer-related initiatives. • Benchmark customer performance data and insights against other operating companies (OpCos), sharing best practices and refining strategic initiatives accordingly. • Ensure compliance with data governance, security policies, and ethical data use, working closely with IT and regulatory teams. • Support the development of AI-powered decision-making tools that enhance customer insights and operational strategies. • Lead and guide the team’s analytical work by setting clear priorities, challenging approaches, ensuring methodological rigor and business relevance, and coaching analysts to translate data into actionable insights, while promoting their development, teamwork and effective collaboration across the Company. Academic background • Degree in Business Analytics, Data Science, Statistics, Engineering, Economics, or a related field. Equivalent industry experience in customer insights, business intelligence, or data management may be considered. • Strong understanding of business performance metrics, reporting tools, and customer KPIs. • Familiarity with automation and AI concepts (eg. capabilities, benefits, and integration processes). • Expertise in stakeholder engagement and cross-departmental collaboration. • Knowledge of business intelligence and data visualisation platforms (eg. Tableau) , reporting automation and the practical application of AI to data preparation, reporting and insight generation. • Strong knowledge of customer intelligence, customer journey measurement, NPS, Voice of Customer and customer survey methodologies. • Strong understanding of Contact Centre, Back Office and omnichannel performance metrics, including demand, productivity, service levels, quality and resolution. Experience • Significant experience (more than 8 years) in customer analytics, insights, and data driven decision-making. • Proven track record within analytics and insights. • Experience leading data-related initiatives, including automation and analytics projects, through collaboration with technical experts. • Demonstrated ability to translate data-driven insights into strategic actions that deliver business value. • Experience working cross-functionally with technical teams and business stakeholders to achieve common goals. • Proven ability to build trusted relationships with senior stakeholders, influence decision- making and align cross-functional teams around data-driven priorities and actions. • Proven ability to lead analytics teams and drive data-related initiatives across departments. Skills • English (C1 preferred, B2 minimum) – Required for stakeholder engagement, reporting, and strategic discussions. • Spanish (C1 preferred, B2 minimum) – Essential for internal coordination and crossfunctional collaboration. 💛 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. Department Customer Location Viladecans - Barcelona At Vueling, we're not just any airline - we're part of the IAG group , which means you've got plenty of chances to grow and develop your career within the group. Join us at Vueling and be a part of this exciting journey. We know that a good working environment is vital to foster employee engagement, productivity and overall wellbeing. Our spaces reflect our energy and innovative spirit to provide a welcoming and pleasant working environment. Our team is not only made up of experts in their field, but also of people who inspire and uplift those around them. The perfect combination that makes a positive impact on our work We offer each person who joins our team the opportunity to grow, to develop, to learn. Because we believe in people, in their talent, we want to see them shine, being their best professional version. Flight benefits: Our team get ready to start flying by booking benefit flights as soon as joining us. Variable compensation: To add to the fixed compensation, our team have variable compensation according to your role, company and individual performance. Vueling Flex: We know life changes, so we are able to adjust our benefits each year to your personal and family situation – Health insurance, training, transportation and much more. Vueling Discounts: We know there is also more to life than work. That's why we have access to our discount platform where we can find more than 400 offers in different categories such as travel, shopping, training, and many more! Make it Healthy: Our programme focuses on our team and our well-being! It includes: Gym, Nutrition, P hysiotherapy, Acupuncture, Psychology support, Medical service, etc. With a team of more than 60 nationalities and more than 51% of the positions occupied by women, there is no doubt that we have the perfect scenario for growth and innovation. At our core, we are a sustainable-oriented company, dedicated to reducing our environmental impact. Through the use of Sustainable Aviation Fuels (SAF) and the efficiency of our fleet, we actively contribute to achieving our Net Zero 2050 goal. But wait, there's more... At Vueling, we invite you to fly to your full potential through self-development and pursuing your professional passion. We invite you to celebrate your unique strengths, work as a team to overcome challenges and achieve your goals for the greater good. We practice our values every day , create the best working environment and are ready to support you with what you need to shine and make us shine with you. About Vueling We're one of the top ten companies in Catalonia, and we're part of IAG, one of the world's leading aviation groups. We are o ne of Europe’s leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy. We fly direct to over 140 destinations in 30 countries in Europe, North Africa and the Middle East. As part of IAG, we’ve led the way in setting a target of zero net emissions by 2050. Our purpose is about more than just providing a transport service; it's about connecting to new adventures, reunions, firsts. It's about who we are. Founded in 2004 Co-workers 4500