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Servicing & Operational Analyst

On-site in Madrid·Added 16 days ago

Iberia

41 open roles

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Overview

Requirements

Have the right to work in Spain
Iberia doesn't mention sponsorship in the ad.
Work in English
English is required, per the ad.
Work on-site in Madrid
No relocation package mentioned.
Have 3+ years of experience
Mid-level role.
University degree
“Titulación universitaria, idealmente en Ingeniería Industrial o similar.” — per the ad.

This job was automatically translated to English.

Requirements

What we're looking for

3 to 5 years of previous experience in the role.
Knowledge of platforms such as Salesforce service, Salesforce Lightning, CLM, Microsoft 365, Amadeus, and Resiber.
Cross-functional leadership and ability to influence.
Strategic vision and orientation toward business and the customer.
Analytical skills and results orientation.
Management of projects and improvement initiatives.
Proactivity, autonomy, and decision-making.
Driving transformation and continuous process improvement.
Negotiation skills and supplier management.
Effective communication and ability to align with different interlocutors.
Ability to represent the company before strategic customers.
Collaboration, teamwork, and development of high-performance environments.

Education & certifications

University degree, ideally in Industrial Engineering or similar.

Languages

Fluent command of English.

The role

What you'll do

Lead and ensure the operational excellence of Iberia Club customer service procedures across all service channels. Responsible for guaranteeing the correct resolution of incidents, service quality, and the satisfaction and loyalty of our members, acting as the area's point of reference in situations of special complexity or impact. Proactively drive structural solutions and root improvements through the identification, analysis, and prioritization of recurring problems or incidents, coordinating with the involved areas and ensuring their correct implementation and follow-up.

Relationship with CCPO: lead the operational and service coordination with the CCPO, acting as the reference interlocutor for Iberia Club. Responsible for ensuring the correct communication and implementation of tactical and commercial actions, anticipating operational impacts and service needs. Continuously review and evolve Iberia Club customer service procedures and processes, defining improvement priorities and action plans. Lead the review instances of operational KPIs, identify deviations, and agree on corrective measures to guarantee service levels.

Requests, inquiries, and incidents: lead and coordinate the resolution of requests, incidents, and inquiries of special complexity or impact coming from different customer service channels and areas: Call Center, Social Media, KAM, Delegations, VIP Lounges, Claims, Legal/GDPR, Fraud, special flights team, etc. Act as an escalation point and functional reference, ensuring homogeneous resolution criteria and a consistent customer experience.

Likewise, you must systematically drive the root cause analysis of inquiries and incidents, transform learnings into improvement initiatives, and follow up on their implementation and impact, with the objective of reducing recurrences, improving operational efficiency, and elevating the member experience.

Program conditions: ensure the governance and permanent updating of the program conditions published on Iberia.com and the App, coordinating necessary changes with the involved areas and ensuring their consistency with the operations and the Iberia Club value proposition.

Audits: lead from the Servicing & Operations scope the preparation and coordination of the information required in audits conducted on Iberia Club, following up on findings and associated action plans.

New projects: lead or represent Servicing & Operations in the definition and implementation of new projects, ensuring from early stages the incorporation of the customer perspective, operational requirements, risks and dependencies, and coordinating with other areas the correct execution and adoption of changes.

Tactical communication and training for service areas: lead the preparation, alignment, and socialization with internal teams of the terms, conditions, and operational implications of commercial actions: Marketing campaigns, events, tactical accumulation and redemption actions, Elite promotions, new products, etc. (airports, crews, sales, etc.), ensuring that service areas have the necessary knowledge for consistent execution.

Account protection: act as the area's interlocutor and reference regarding account protection and fraud minimization. Drive preventive measures and process improvements in coordination with specialized areas, evaluating risks and impact and ensuring an adequate balance between security, customer experience, and business.

Vendor management: supervise the provision of vendors linked to the Servicing & Operations scope, ensuring compliance with service levels, identifying improvement opportunities, and escalating relevant deviations.

description

Our company:

Your role:

Responsibilities/Functions:

Gureak and ENVERA: program enrollments and special shipments.
Contact Center: Sitel/Foundever and Konecta Bogotá

Your knowledge and requirements:

Skills:

Talent at Iberia:

About Iberia

Iberia is the flag carrier airline of Spain and one of the largest airlines in Europe, operating a broad international network from its hub at Madrid-Barajas Airport. The company is part of the International Airlines Group (IAG), alongside British Airways, Vueling, and LEVEL, and is a founding member of the Oneworld alliance. With a fleet of over 100 aircraft, Iberia serves more than 100 destinations across Europe, the Americas, Africa, and the Middle East, and is a major player in the maintenance, repair, and overhaul (MRO) sector, with its own hangars and workshops in Madrid.

Iberia has a significant presence in Spain, with its headquarters and main operational base in Madrid, and a major maintenance hub in La Muñoza. The company is a key employer for aviation professionals in Spain, particularly for engineers, technicians, and pilots. For international hires, Iberia offers a multicultural work environment and the opportunity to work in a leading European airline, with roles ranging from aircraft maintenance and engineering to commercial and digital positions. The company's culture emphasizes technical excellence and operational safety, and it is a relevant option for professionals looking to relocate to Spain.

Industry: Aviation
Founded: 1927
Employees: 20,000–50,000
Headquarters: Madrid, Spain
In Spain: Madrid, Barcelona, Palma de Mallorca
Website: iberia.com

Good to know if you are moving

Iberia is part of the International Airlines Group (IAG), a multinational holding, which can offer opportunities for internal mobility across its airlines (British Airways, Vueling, etc.).
The company's official working language is Spanish, but English is widely used in technical documentation and in many operational areas, making it accessible for international professionals.
Iberia has its own MRO (Maintenance, Repair, and Overhaul) division with large facilities in Madrid (La Muñoza), offering specialized roles for aircraft maintenance engineers and technicians.
The company runs a specific training program for new maintenance technicians (Programa de Formación), starting in October, which can be an entry point for international candidates.
Many roles, especially in engineering and maintenance, require EASA Part-66 licenses or equivalent certifications, which are internationally recognized and can be a valuable asset for professionals.

In their own words

About the company & team

We are the largest Spanish airline and leader between Europe and Latin America; we belong to the IAG airline group and are part of the oneworld alliance. Our goal is to always be the best travel option for our customers and to make them feel that what matters most to us is their safety and the quality and experience of their journey. In addition to the airline, we also have aircraft maintenance as a complementary business.

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 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.

Additional information

Our commitment to Diversity and Inclusion

At Iberia, we are one and diverse. We are a faithful reflection of today's society and have teams with very diverse profiles that enrich us to be more creative and innovative.

We believe in talent without labels and are fully committed to offering the same professional opportunities to everyone. Therefore, all decisions in our selection processes are based exclusively on the competencies, skills, and knowledge necessary for the performance of the position.

All open roles at Iberia