AI-Driven Customer Insights Analyst

Finnair Plc; Vantaa; Hybrid; EUR 54,000 - 75,000; Full time

Benefits offered by this job

Leisure travel benefit

Sickness Fund insurance

Epassi sport

Gym access

Job summary

Finnair is seeking a Customer Insights Analyst to create and deliver customer and business insights shaping customer experience and commercial decisions. You will own analysis across feedback, behaviour and operational data, turning it into actionable insights and helping build AI-enabled capabilities in close collaboration with stakeholders.

The role is based at Finnair HQ near Helsinki Airport with a hybrid work model.

Qualifications

• Master’s degree or equivalent in a relevant field.
• Minimum 3 years in an analytical role.
• Proven analytical capability with quantitative research methods, analysing numerical data across multiple data sources and tools.
• Experience collecting and analysing qualitative data is a merit.
• Working knowledge of AI / advanced analytics methods and tools.
• Solid experience with CX metrics, Voice of the Customer, and development practices.
• Comfortable with large datasets and identifying drivers of customer satisfaction.
• Ability to translate data into clear findings, insights and recommendations; ability to build reports and data visualisations.

Responsibilities

• Lead analysis of customer, operational, and commercial data to identify trends and opportunities for improvement.
• Turn findings into clear, decision-ready insights and compelling visualisations.
• Apply statistical methods to understand customer behaviour and support data-driven decisions.
• Work with large datasets to identify underlying patterns and trends.
• Identify, pilot and embed AI opportunities to scale insight generation.
• Evaluate customer experience initiatives and provide analytical recommendations for prioritisation.
• Lead and contribute to customer insight projects driving actionable outcomes.
• Collaborate with stakeholders to understand needs and deliver reports and insights.

Skills

Quantitative analysis

Data visualization

Stakeholder collaboration

English communication

Education

Master's degree

Job description

Finnair is seeking a Customer Insights Analyst to create and deliver customer and business insights shaping customer experience and commercial decisions. You will own analysis across feedback, behaviour and operational data, turning it into actionable insights and helping build AI-enabled capabilities in close collaboration with stakeholders.

The role is based at Finnair HQ near Helsinki Airport with a hybrid work model.