Academic background
University degree in Administration, Marketing, Tourism, Engineering, or similar.
Specialization in Customer Experience or Service Management is valued.
High level of English (minimum C1)
Experience
5 years of experience in:
Airlines
Airport operations.
Customer experience.
Provider management or international environments.
Experience working with third parties (handling, lounges, catering).
Experience in multicultural environments.
High availability to travel
Competencies
Influence and negotiation
Ability to demand standards from providers without direct authority
Autonomy and proactivity
Ability to work remotely, make decisions, and prioritize.
Cultural adaptability
Understand and manage differences between markets.
Observation and judgment
Quickly detect deviations and opportunities.
Effective communication
Convey clear and actionable feedback to diverse stakeholders.
Rigor and discipline
Structured follow-up of audits and improvement plans.
Customer orientation
Always maintain focus on the final passenger experience.
Ownership mindset
Act as the owner of the experience at each station

Our company

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

At Iberia, we value our professionals being an example of behavior for customers, but also within the team. We expect everyone who joins us to be an example of these.

Your role:

As a Ground Experience Implementation Technician, your role will be: to ensure the correct implementation, consistency, and evolution of the ground customer experience (premium and core) in airports outside the main hub (Madrid and Spain), acting as:

• Field representative of the Customer Directorate.

• Responsible for ensuring that defined standards are met in environments operated by third parties.

• The "eyes and ears" of the organization to detect deviations, opportunities, and risks in the actual experience.

With a special focus on premium customers, while also ensuring the overall customer experience (core + premium) in international markets.

Responsibilities/Functions:

Implementation of ground experience standards

• Ensure that defined standards are implemented in:

• • Check-in and boarding.
  • Fast track and premium flows.
  • VIP lounges (own and third-party).
  • Handling and ramp processes (including baggage).

• Adapt implementation guides to each airport when necessary.
• Support launches or relevant changes in international stations.

Supervision of third-party VIP lounges

• Evaluate compliance with standards in contracted lounges: service, cleanliness, gastronomic offer, ambiance, and general experience.
• Identify gaps vs. defined standards and propose: improvement plans, provider changes where applicable.
• Manage operational relationships with local operators.

Supervision of providers (handling, catering, services)

• Ensure compliance with standards in:

• • Handling companies (treatment, processes, times).
  • Catering (quality, presentation, consistency) - only applicable in LH.
  • Auxiliary services.

• Perform periodic audits.
• Demand corrective plans when deviations are detected.
• Escalate relevant incidents to the design areas or ground experience management.

Airport experience monitoring

• Conduct periodic visits to assigned stations.
• Act as a mystery shopper / field auditor.
• Evaluate:

• • Customer treatment.
  • Process fluidity.
  • Signage and communication.

• Collect qualitative and quantitative insights.

Representation of the Customer area (Core + Premium)

• Detect:

• • Recurring experience problems.
  • Inconsistencies between stations.
  • Replicable best practices.

• Share insights with other customer areas.

• Support global initiatives from local reality.
• Cross-functional work with station managers and experience design teams.

Your knowledge and requirements:

Academic background

• University degree in Administration, Marketing, Tourism, Engineering, or similar.
• Specialization in Customer Experience or Service Management is valued.
• High level of English (minimum C1)
  

Experience

• 5 years of experience in:

• • Airlines
  • Airport operations.
  • Customer experience.
  • Provider management or international environments.

• Experience working with third parties (handling, lounges, catering).
• Experience in multicultural environments.
• High availability to travel

Competencies

Influence and negotiation
Ability to demand standards from providers without direct authority

Autonomy and proactivity
Ability to work remotely, make decisions, and prioritize.

Cultural adaptability
Understand and manage differences between markets.

Observation and judgment
Quickly detect deviations and opportunities.

Effective communication
Convey clear and actionable feedback to diverse stakeholders.

Rigor and discipline
Structured follow-up of audits and improvement plans.

Customer orientation
Always maintain focus on the final passenger experience.

Ownership mindset
Act as the owner of the experience at each station

Talent at Iberia

We value our professionals being an example of behavior for customers, but also within the team. We expect everyone who joins us 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 involving yourself to the fullest in 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 beyond what is expected, with a smile and a pleasant manner.
• We make it simple and efficient: We focus on what is important, analyzing situations and eliminating that which does not add value.
• Safety is in our DNA: We work with the same attention and care as on the first day: in every ground operation, in every flight. We know the processes and apply them with rigor.

Our commitment to Diversity and Inclusion

At Iberia, we are one and diverse. We are a true 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 all people. Therefore, all decisions in our selection processes are based exclusively on the competencies, skills, and knowledge necessary for the performance of the position.

*Job location: Madrid.