Accessibility & Customer Training Specialist

Vueling Airlines SA; Viladecans; On-site; EUR 45,000 - 65,000; Full time

Job summary

Vueling Airlines SA is seeking a dedicated Learning & Development professional to shape customer training and accessibility priorities across frontline teams, pilots, cabin crew and support staff. You will build inclusive, actionable training aligned with regulatory requirements and improve service delivery across the customer journey.

The role focuses on developing programs, materials and facilitator-led sessions, coordinating with stakeholders and tracking outcomes to drive measurable

Qualifications

• Bachelor’s degree in Business, Human Resources, Education, Hospitality, Aviation Management, Diversity and Inclusion, Accessibility Studies, Disability Studies, Universal Design or a related field.
• Equivalent professional experience in customer training, learning and development, customer experience, accessibility, project management or frontline operations will also be considered.
• Additional training in instructional design, project management, customer experience, accessibility or inclusion will be valued.

Responsibilities

• Design, implement and continuously improve customer service and soft-skills training programmes, using customer feedback, performance indicators and operational outcomes to identify needs and measure effectiveness.
• Create accessible, facilitator-ready learning materials and deliver workshops, briefings and train-the-trainer sessions tailored to different operational audiences.
• Develop training on conflict management, customer communication, service recovery, rule enforcement and assistance for customers with disabilities, reduced mobility or additional needs.
• Support the implementation of the accessibility roadmap across the end-to-end customer journey, including digital channels, booking, airport operations, onboard experience, contact centre and arrival.
• Translate accessibility requirements, regulatory developments and internal priorities into structured implementation plans with clear actions, milestones, responsibilities and success measures.
• Coordinate cross-functional working groups and engage internal and external stakeholders to assess the feasibility, operational impact and benefits of proposed initiatives.
• Monitor project actions, risks, dependencies and deadlines, ensuring clear ownership and escalating unresolved issues when necessary.
• Prepare project updates, presentations and recommendations for senior stakeholders.
• Benchmark accessibility standards and service practices across airlines, airports and other service-oriented organisations to identify improvement opportunities.
• Contribute to customer-related emergency and crisis response procedures, ensuring accessibility and inclusive service considerations are incorporated into training and operational plans.

Skills

Project management

Stakeholder management

Presentation & facilitation

Instructional design

Analytics & data interpretation

Strategic thinking

Customer-oriented communication

English & Spanish proficiency

Education

Bachelor’s degree in a related field

Equivalent professional experience

Additional training in instructional design / inclusion

Job description

Vueling Airlines SA is seeking a dedicated Learning & Development professional to shape customer training and accessibility priorities across frontline teams, pilots, cabin crew and support staff. You will build inclusive, actionable training aligned with regulatory requirements and improve service delivery across the customer journey.

The role focuses on developing programs, materials and facilitator-led sessions, coordinating with stakeholders and tracking outcomes to drive measurable