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: to enrich lives by bridging the world, and our identity and service mindset stems from our iconic brand’s Nordic heritage. Our values – Commitment to care, Working Together, Simplicity and Courage – guide us in everything we do. You will be joining a team that is part of Customer Experience & Products unit, responsible for the customer value proposition, product offering and customer experience throughout the journey. Our Customer Insight & CX Development team is responsible for creating insights through research and data analysis, tracking CX performance, developing customer journeys and collaborating with cross-functional teams to improve products, services, and touchpoints. We are now looking for a CUSTOMER INSIGHT ANALYST to join our Customer Insight & CX Development team. This role requires a mix of data-driven analysis, critical thinking, and creative problem-solving. As a Customer Insight Analyst, you will be at the forefront of understanding what drives our customers and how we can better meet their needs. By analyzing data and delivering actionable insights, you’ll play a critical role in supporting business decisions and optimizing customer experiences. You will be part of a small team but will collaborate closely across Finnair's business and operational teams to ensure insight is central to decision-making. We’re seeking a motivated professional who combines a customer-first mindset with sharp analytical acumen. The ideal candidate should have experience in business analysis, proven track record of creating insights and recommendations based on quantitative and qualitative data, and strong analytical and collaboration skills. Main responsibilities: Collect, analyze, and interpret customer data from various sources, including surveys, operational and transactional data. (Utilizing both quantitative and qualitative data) Conduct in-depth data analysis to uncover trends, insights, and opportunities for improvement Translate data and customer sentiment into actionable insights that address business challenges and opportunities Help validate and assess value creating opportunities and support data-driven decision making Present insights and recommendations through compelling reports and presentations to stakeholders Support in defining KPIs and success metrics aligned with customer-centric and business goals and create recurring CX performance reports Support AI powered insight creation and dashboard development Collaborate closely with internal stakeholders to understand business needs and translating them into analytical requirements and findings Our expectations: Demonstrated analytical skills with proficiency in data analysis tools Good business understanding, capable of solving problems analytically and creating business cases Proven track record of delivering actionable insights for diverse audiences and purposes and supporting business development and decision making through analytics Experience in building reports and creating appealing presentations with data Ability to translate business needs into analytical requirements Analytical mindset with a keen eye for detail and problem-solving Proactive, results-driven attitude with the ability to work independently and collaboratively A team player who thrives in cross-functional environments Experience with customer experience metrics and methodologies is a plus Fluency in both written and spoken English Strong proficiency in Microsoft Office Suite, including PowerPoint and Excel, is required Relevant Bachelor’s or Master’s degree 3+ years of experience in customer insights, business analysis, or similar roles Working at Finnair: 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. 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, gyms around the Finnair campus and activities organized by our hobby clubs. Are you ready for the challenge and want to join our team? If you are passionate about understanding customers and using insights to drive business success, we’d love to hear from you. Submit your application with your CV, cover letter and salary expectation no later than Sunday, 26 January 2025. For more information, please contact Hanna Kiraly (Head of Customer Insight & CX Development) by phone +358 503821595 preferably during the specified hours provided below: Friday, 17 January between 9am to 10am Tuesday, 21 January between 9am to 10am 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. Finnair is a network airline, specialising in connecting passenger and cargo traffic between Asia, North America and Europe. Finnair is one of the oldest operating airlines in the world, celebrating its centenary in 2023. Sustainability is at the heart of everything we do – Finnair intends to reach carbon neutrality latest by the end of 2045. Customers have chosen Finnair as the Best Airline in Northern Europe in the Skytrax Awards for 12 times in a row. Finnair is a member of the oneworld alliance. Finnair Plc’s shares are quoted on the Nasdaq Helsinki stock exchange.
