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Ground Experience Technician

On-site in Madrid·Added 1 month ago

Iberia

41 open roles

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Overview

Work mode: On-site, Madrid
English: Required
Education: University degree

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Skills

This job advert was originally written in Spanish.

Requirements

What we're looking for

Customer Experience in an airport or airline environment.
Participation in process design and optimization.
Collaboration in cross-functional projects without direct hierarchical authority.
Customer experience improvement projects combined with operational efficiency improvements.

Skills and Attitudes

Ability to collaborate and influence without formal authority.
Customer-focused.
Oriented toward efficiency and cost management.
Customer and operational vision focused on the hub environment.
Rigor in defining and monitoring KPIs.
Continuous improvement mindset.
Clear communication oriented toward coordination with teams.

Talent at Iberia

Education & certifications

Degree in Administration, Engineering, Aeronautical Management, Airport Management, Customer Experience, or similar.
Valuable: Training in Service Design, Operations, or Digital Transformation.

Languages

Advanced English (minimum C1)

Experience

The role

What you'll do

Support the definition, optimization, and proper implementation of the airport experience, with a primary focus on the Madrid hub, contributing to the achievement of service standards, operational efficiency, and alignment with the company's punctuality and cost control objectives.
Monitor the proper definition and application of service standards in check-in, boarding, baggage delivery, and airport customer service.
Contribute to the continuous improvement of the ground experience through process optimization and progressive digitalization, working cross-functionally with the operational areas responsible for execution.

Responsibilities/Functions

Definition and monitoring of standards and timelines in Madrid:
- Check-in
- Boarding process
- Baggage delivery (with special focus on the timelines defined for the MAD hub)
- Airport customer service
Boarding process: Support the design and execution, ensuring compliance with standards and contributing to operational punctuality.
Check-in experience: Contribute to improving the customer experience by reducing friction points, while simultaneously ensuring operational efficiency and cost optimization.
Baggage delivery: Ensure that delivery times in Madrid meet the standards defined by the company, with continuous monitoring of KPIs and corrective actions.
Airport customer service: Participate in the implementation of the new customer service model at Madrid airport, including operations and the experience at podiums and service offices.
Process optimization: Support the identification of improvement opportunities in workflows and resources within the hub environment to maximize productivity.
Process digitalization: Support the implementation of digital solutions that improve the experience and efficiency at Madrid airport.

Your knowledge and requirements

description

Our company

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.

Your role:

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.

Our commitment to Diversity and Inclusion

Additional information

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