Accessibility Specialist

Your role:

Do you like the air transport sector? Do you want to make a real impact on Society and the future of aviation? Do you believe there are still barriers to break to make air travel accessible to everyone?

Join the Iberia Ground Customer Experience team as an Accessibility Specialist. You will be responsible for creating a barrier-free experience for all our customers, ensuring that the only thing they have to worry about is enjoying their trip.

Reporting to the Iberia Core Ground Experience and Accessibility Manager, you will be responsible for:

• Performing the diagnosis and analysis of the current accessibility situation:
• • • Conducting working groups with experts and people with accessibility requirements to allow for an understanding of the company's current situation.
    • Evaluating, in relation to other airlines and airports, Iberia's situation and service level, collecting best practices in any service area.
    • Analysis of current and potential future regulations regarding accessibility.
• Designing, defining, planning, and executing a global accessibility plan throughout the customer journey:
• • • Responsible for the development of initiatives, including feasibility studies on their expected impact and viability, along with application guidelines.
    • Responsible for the coordination and management of the accessibility project both within the company and with necessary external collaborators.
    • Responsible for applying, in coordination with internal and external stakeholders, the agreed-upon improvement initiatives and policies.
    • Responsible for the definition and planning of the training necessary for employees regarding accessibility.
• Ensuring regulatory compliance regarding accessibility at national, European, and international levels, both present and future.
• Providing a consistent accessible experience to all customers worldwide, ensuring that all procedures and quality standards are correctly met.
• Ensuring the physical and digital accessibility of all Iberia products and services, ensuring that information and communication channels are accessible throughout the entire journey.
• Leading and coordinating audit, certification, and renewal processes regarding accessibility, including AENOR's Universal Accessibility certification, ensuring compliance with established requirements, the management of action plans, and the continuous improvement of accessibility in the company's services, facilities, and processes.

• Critical thinking and problem-solving
• Proactive, flexible, and practical approach
• Creativity and idea generation, without being confined by current limitations
• Quantitative skills to analyze data and extract insights
• Communication skills to convey ideas convincingly and transmit messages that call to action and build consensus
• Ability to work with and coordinate multidisciplinary teams

• Experience in the design and definition of customer service policies
• Experience in project management
• Experience in managing accessibility policies
• Experience in the transport sector, with a special focus on ground services

Talent at Iberia:

We value that our professionals are an example of behaviors for customers, but also within the team. We expect all new hires to be an example of these.

• We are one and diverse: You work in a coordinated, open, and collaborative manner pursuing a common goal in a diverse and inclusive environment.
• We put soul and passion: You make things happen by fully committing to everything you do.
• We reinvent tomorrow: You look for new and different ideas to solve problems.
• We connect with our customers and colleagues: You always want to go a step further than expected with a smile and a pleasant manner.
• We make it simple and efficient: We focus on what's important, analyzing situations and eliminating what doesn't add value.
• We carry safety in our DNA: We work with the attention and care of the first day: in every ground operation, in every flight. We know the processes and apply them rigorously.