Tasks
- Map and document end‑to‑end Customer Experience regulatory compliance processes, with particular focus on customer claims and disrupted flight workflows.
- Maintain, standardize and regularly update departmental process flows, procedures and manuals for the assigned scope.
- Analyse data related to disrupted flights, customer claims and regulatory cases to identify trends, risks and opportunities for improvement.
- Prepare inputs, data and supporting documentation for requests from regulatory and customer protection authorities, in close collaboration with the Customer Experience Regulatory Compliance Manager, Team Manager and Legal.
- Support compliance reviews and internal audits by gathering information, checking alignment with policies and procedures, and tracking follow‑up actions.
- Contribute to initiatives that reduce manual work and increase self‑service and automation in customer disruption and claims handling.
- Prepare regular reports, dashboards and management presentations summarizing findings, risks and recommendations.
- Coordinate with internal stakeholders (e.g. Customer Experience operations, Disruption Control, Legal, IT, Finance) to collect information and ensure process changes are understood and implemented.
- Participate in cross‑functional projects aimed at improving customer satisfaction and strengthening regulatory adherence.
- Stay up to date on internal policies, relevant regulations and authority expectations within the scope of customer experience.
Requirements
- University or College Degree in Law, Business, Economics, Public Administration, Aviation Management or another relevant field.
- 3–5 years of professional experience, including at least 2 years in a relevant area such as aviation, operations, regulatory/compliance, customer experience, legal support, or similar analytical/project roles.
- Fluent English knowledge
- Strong analytical skills and confidence working with data (Excel or similar tools).
- Strong written communication skills, including ability to draft clear procedures, process descriptions and formal responses.
- Strong organizational skills and attention to detail.
Advantages
- Experience working with external authorities, regulators, ombudsman bodies or customer protection entities is an advantage.
- Experience in process mapping, documentation or policy/procedure writing is a strong plus.
- Understanding of regulatory or compliance environments is an advantage
Offer
- A stable, secure company with long-term job opportunities
- Demanding work environment
- Career opportunities
- Competitive salary