Customer Insight 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 a diverse community of professionals who work ambitiously with a big heart and commitment. A strong safety culture is our priority and at the core of our everyday work, never taking it for granted. We are committed to doing our share in solving the climate challenge by determinedly following our science-based pathway to decarbonize our operations. We find meaning in our purpose: With our heart in Finland, we make every journey better, today and tomorrow. Our values - Always Safe, Customer at Heart and Stronger Together - guide us in everything we do. We are now looking for a CUSTOMER INSIGHTS ANALYST to join our team!

In this role, you create and deliver customer and business insights that shape Finnair's customer experience and commercial decisions, in line with Finnair's strategy. You own analysis across customer feedback, behaviour and operational data, and turn it into clear, actionable insights. You help to build the team's next-generation, AI-enabled insight capabilities and core customer initiatives. The work spans individual journey phases, end-to-end journeys, customer segments and product areas, in close collaboration with stakeholders across the organisation to enable data-driven decision-making. Your insights will help shape the decisions, services, and experiences that matter most to our customers. This is an opportunity to create visible impact through data-driven analysis. This role is suited to someone with strong analytical capabilities and a data-driven mindset. You know how to turn analysis into actionable insights, contributing to the continuous development of our customer insight capabilities and practices. You will be part of our Customer Insights team and will report to the Head of Customer Insights. The role is based at Finnair HQ near Helsinki Airport, and we offer a hybrid working model that combines office and remote work.

Main responsibilities:

• Lead analysis of customer, operational, and commercial data to identify trends, opportunities, and business improvement areas.
• Turn findings into clear, decision-ready insights and compelling visualisations.
• Apply statistical methods and analytical techniques to understand customer behaviour and support data-driven decision-making.
• Work with large and complex datasets and find ways to identify underlying patterns and trends.
• Identify, pilot and embed opportunities to use AI to scale and deepen insight generation, and to advance Customer Insight ways of working.
• Evaluate customer experience initiatives and provide analytical recommendations to support prioritization and business decisions.
• Lead and contribute to customer insight projects, ensuring insights drive meaningful business actions.
• Partner with stakeholders across the organisation to understand needs and deliver reports and insight; proactively share findings to drive action and data-driven decisions.
• Continuously improve analytical approaches, measurement frameworks, and insight generation practices.

Our expectations:

• Master’s degree or equivalent in relevant field.
• Minimum 3 years in an analytical role, preferably in customer experience, customer research and/or insight, or equivalent demonstrated capability.
• Proven analytical capability and experience in using quantitative research methods, analysing numerical data and working across multiple data sources and tools is required.
• Experience in collecting and analysing qualitative data is a merit.
• Working knowledge of AI / advanced analytics methods and tools, with the ability and curiosity to apply them to insight generation, customer profiling and reporting.
• Solid experience with CX metrics, Voice of the Customer and development practices.
• Comfortable working with large datasets and experience in finding insights that uncover drivers of customer satisfaction.
• Ability to translate data into clear findings, insight and recommendations; experience in building reports and data visualisations is important for succeeding in the role.
• Attention to detail and a continuous-learning mindset.
• Ability to own work end-to-end.
• Fluency in English with strong communication and collaboration skills, with the ability to influence stakeholders.
• Fluency in Finnish is considered a minor advantage.

Working at Finnair:

We offer you an exciting opportunity to work in the fast-changing aviation and international travel industry in a culture that drives and enables professional development and continuous improvement.

We are happy to enable our employees to enrich their lives and fulfill their travel dreams by offering a wide leisure travel benefit.

We also support the health and wellbeing of our employees through our own Sickness Fund insurance benefit, Epassi sport (culture, health & wellbeing or commuting benefit), gyms around the Finnair campus and activities organized by our hobby clubs.

Our people are key to our success and the foundation that makes Finnair unique.

We are committed to creating a safe work environment where all our people can thrive and succeed.

We cherish diversity and strive to employ people with different backgrounds and experiences, to bring together multiple views to foster our business success.

According to our employee survey, respecting diversity is at a high level in our work community. You are welcome to join Finnair as your authentic self.

Finnair is a network airline that specialises in passenger and cargo traffic between Europe, North America and Asia. It also offers package tours under its Aurinkomatkat-Suntours brand. Finnair offers direct flights to approximately 40 countries and over 100 destinations.