EntryFull TimeTemporaryEN
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 internally looking for highly motivated
CUSTOMER JOURNEY SPECIALIST
on a fixed-term contract from May 2026 until September 2026, to lead customer journey and communication in operative disruptions.
Your daily tasks include gathering relevant information, creating comprehensive understanding of different disruptions and their impact on customers. You will produce conclusions and make decisions for customer experience according to Finnair's aligned customer care policy. You determine the appropriate customer communications approach in disruption situations and relay information to internal stakeholders and customers through digital channels such as SMS, email, and other platforms. You are also responsible for defining the customer policy in different disruption scenarios, ensuring consistent messaging across all digital communication channels.
The Customer Journey team is a part of the end-to-end disruption management team and works closely with many other Finnair teams, like all OCC roles, Finnair Global contact centers and communications.
The team works in OCC daily from 5.30 am to 23pm and work is done in shifts. The collective agreement for this position is FINTO.
To succeed in this role, it is essential that you’ll have:
Basic knowledge of the IT systems and communications tools needed, such as BDC, Salesforce, OPS++, Altea CM and CoreMedia.
Capability to make decisions independently, leadership skills.
Skills to handle multiple, complex issues simultaneously
under pressure, make conclusions and crystallize messages based on it.
High motivation to step into the customers’ shoes.
Good written and spoken communications skills in Finnish and English, ability to create content, based on templates and from scratch.
Willingness to work together cross-functionally, good people skills.
Min. 5 years’ experience in airline business and/or with relevant customer experience background or other operative experience.
In addition, the ideal candidate for this role has excellence at least in one of the following:
Good knowledge of airline's operational core processes and their relations.
Understanding of the end-to-end customer journey, including customer care and compensation policies.
Previous experience in communications jobs.
This is a great opportunity to work with multiple stakeholders, develop your skills and especially work for a great purpose of making our customers’ lives easier!
If you think that you could be a new addition to our team, please submit your application with your CV and cover letter as soon as possible, but no later than Sunday, 5 April 2026. We will start reviewing applications during the application period.
Please note that the hiring process includes a pre-employment security clearance and a drug test.
For more information about the role, please contact Reetta Laakso (Team manager, Customer journey solutions) via Teams or by phone +358 40 506 7152, preferably on Thursday, 2 April between 10-11am.
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.
