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 INFLIGHT CUSTOMER EXPERIENCE who will be responsible for setting the strategic direction for Finnair’s inflight customer experience — ensuring it reflects our brand, meets customer expectations, and supports our business ambitions. You will lead the holistic definition and development of the inflight customer experience on all Finnair flights. This includes cabin design, inflight entertainment & connectivity, soft products, equipment and inflight service concepts, covering both complimentary and chargeable food & beverage offerings. You will work at the heart of a matrix organization, collaborating closely with Finnair Kitchen, Inflight Experience, Technical Operations, Digital, Customer Unit teams and other key stakeholders. Success in this role requires excellent cross‑organizational leadership, a strategic mindset, and a hands‑on, doer attitude that ensures ideas turn into impactful results. We are looking for a structured and collaborative leader who thrives in a fast‑paced, multidimensional environment and keeps the customer at the center of every decision. Main responsibilities: Set and steer the inflight CX direction. Own the inflight CX roadmap, KPIs and key development initiatives. Lead inflight service concept creation, cabin & soft products design and IFEC direction – all in collaboration with key stakeholders in matrix organization. Use customer insights to drive improvements and future development. Manage budget with OPS, vendor partnerships and support revenue opportunities. Our expectations: Experience in aviation industry. Master’s degree in relevant field. 5–7 years of experience in concept development, customer experience or business development. Proven leadership in cross‑organizational setting. Strong project management capabilities. Excellent collaboration, presentation and communication skills in English. Fluency in Finnish is seen as a minor advantage. 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. 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 9 to 10am (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. Finnair is a network airline that specialises in passenger and cargo traffic between Europe, North America and Asia. It also offers package tours under its Aurinkomatkat-Suntours brand. Finnair offers direct flights to approximately 40 countries and over 100 destinations.
