customer insight analyst in aviation

Finnair is an airline operating in the international travel industry. It aims to make every journey better and is working to decarbonize its operations.

• Lead analysis of customer, operational, and commercial data to identify trends, opportunities, and areas for business improvement
• Turn findings into clear, decision-ready insights and visualisations
• Apply statistical methods and analytical techniques to understand customer behaviour and support data-driven decision-making
• Work with large and complex datasets to identify underlying patterns and trends
• Identify, pilot, and embed AI opportunities to scale and deepen insight generation and advance Customer Insight practices
• Evaluate customer experience initiatives and provide analytical recommendations for prioritization and business decisions
• Lead and contribute to customer insight projects, ensuring insights drive meaningful business actions
• Partner with stakeholders across the organisation to understand needs and deliver reports and insights
• Proactively share findings to drive action and data-driven decisions
• Continuously improve analytical approaches, measurement frameworks, and insight generation practices

• Master’s degree or equivalent in a relevant field
• At least 3 years in an analytical role, preferably in customer experience, customer research, or insights, or equivalent demonstrated capability
• Proven analytical capability and experience using quantitative research methods, analysing numerical data, and working across multiple data sources and tools
• Working knowledge of AI and advanced analytics methods and tools, with the ability and curiosity to apply them to insight generation, customer profiling, and reporting
• Solid experience with CX metrics, Voice of the Customer, and development practices
• Comfortable working with large datasets and finding insights that uncover drivers of customer satisfaction
• Ability to translate data into clear findings, insights, and recommendations
• Experience building reports and data visualisations
• Attention to detail, a continuous-learning mindset, and ability to own work end-to-end
• Fluent English and strong communication and collaboration skills, with the ability to influence stakeholders
• Будет плюсом: Experience collecting and analysing qualitative data, fluency in Finnish

• Wide leisure travel benefit
• Sickness Fund insurance benefit
• Epassi sport benefit for culture, health and wellbeing, or commuting
• Gyms around the Finnair campus and activities organised by hobby clubs
• The hiring process includes a pre-employment security clearance and a drug test