Join to apply for the Ground Experience Specialist role at Vueling Airlines
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Join to apply for the Ground Experience Specialist role at Vueling Airlines
Welcome to this recruitment process with Vueling!
Applying is your first step to having the opportunity to join the first Top Employer airline in Europe. We hope the information you find here encourages you to apply so we can get to know you and stay connected.
Let's start by getting to know us better!
At Vueling, we love things to happen. We always do our best to go one step further and do it better. We invite our people to celebrate their unique strengths, work as a team to overcome challenges and achieve their goals for the greater good.
Our team is made of great professionals. Great and passionate people who collaborate, support and complement each other's skills.
We are one of Europe's leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy.
Job Purpose
To develop, implement, and monitor a seamless, efficient, cost-focused, and customer-centric ground experience strategy across all physical and digital airport touchpoints, ensuring alignment with operational standards, accessibility, and customer satisfaction.
Main Accountabilities
* Establish and enhance a customer-centric, cost-effective, and efficient ground experience aligned with strategic objectives.
* Maintain high service standards by defining performance benchmarks, monitoring compliance, and implementing corrective measures.
* Facilitate structured oversight and cross-functional collaboration, enabling continuous improvement and accountability in ground service delivery.
* Create a consistent, intuitive, and high-quality physical airport experience that enhances passenger navigation, improves communication, and optimizes baggage flow to minimize disruptions.
* Improve customer autonomy and operational efficiency by integrating digital innovations that provide seamless self-service options and a uniform digital experience across all locations.
* Influence airport infrastructure decisions, securing enhancements in passenger flow, signage, and overall facilities to align with customer experience priorities.
* Ensure equitable and dignified travel experiences for passengers requiring assistance through compliant infrastructure and well-trained staff.
* Uphold consistent service excellence by proactively addressing weaknesses, responding to passenger feedback, and enhancing operational efficiency in real time.
* Ensure a structured and effective response to airport disruptions by maintaining a well-trained support team capable of minimizing the impact on passengers and operations.
* Contribute to a robust emergency management framework by integrating ground experience protocols into crisis response strategies, ensuring timely and effective intervention in critical scenarios.
Main Responsibilities - Tasks
* Design and optimize the ground experience strategy for both physical and digital touchpoints. This includes supporting business case development and conducting trials to validate improvements.
* Develop and ensure compliance with Service Level Agreements (SLAs) for ground experience, including auditing within assigned areas of responsibility.
* Provide input and support for the governance framework for ground experience performance, ensuring regular monitoring and tracking.
* Assist in the development and implementation of the strategy for the physical ground experience across all airports globally, standardizing signage, PA systems, and baggage handling.
* Support the strategy for the digital ground experience at all airports globally, ensuring consistency in biometric technology, self-service kiosks, online check-in systems, and baggage tracking solutions.
* Collaborate with Aena and other relevant airport authorities on infrastructure development to ensure facilities support customer experience objectives.
* Work closely with the Customer Standards Team to implement and enforce the accessibility strategy across all relevant ground experience touchpoints.
* Continuously monitor all ground experience touchpoints within assigned areas, identifying service gaps and implementing corrective actions.
* Assist in the management of the Airport Disruptions Support Team, overseeing training, volunteer coordination, and activation procedures during operational disruptions.
* Participate in the Customer Experience emergency response team, ensuring readiness for crisis situations affecting ground experience.
Main Relationships
* Internal departments: including Ground, Operations, Procurement, IAG, Commercial, Network, and Finance.
* External providers: like airport authorities (e.g., Aena), digital solution suppliers, and baggage handling companies.
Education
* Bachelor’s degree in Business, Hospitality, Aviation Management, or a related field, or equivalent professional experience in ground operations or customer experience.
Experience
* Proven experience in ground experience management, airport operations, or customer experience roles, with a minimum of 3–5 years in a relevant position.
* Ground and Airport Operations, with solid understanding of airport processes, baggage handling, passenger flows, signage, and public announcement (PA) systems.
* Customer Experience and Service Standards, with expertise in enhancing passenger touchpoints, ensuring a seamless, efficient, and cost-focused ground experience.
* Digital and Physical Ground Experience, with knowledge of biometric solutions, selfservice kiosks, online check-in systems, and baggage tracking technologies.
* Regulatory Frameworks and Industry Standards, with familiarity with aviation regulations, including EU261 and standard service protocols.
Competencies
* Be proactive with the ability to coordinate, plan, prioritize and handle changing priorities.
* Good communication and interpersonal skills
* Proactivity and ability to work in dynamic and high-pressure environments.
* Analytic profile with attention to detail.
Languages
English – C1 (Advanced proficiency).
Spanish – C1 (Advanced proficiency).
Location
Barcelona - Viladecans, Spain.
Level
Individual Contributor 5
We are the only Top Employer airline in Europe
For the second year running, Vueling is the only European airline and the only low-cost airline in the world to obtain this certification. The Top Employers Institute programme certifies organisations based on the participation and results of their HR Best Practices Survey. This survey covers six HR domains consisting of 20 topics including People Strategy, Work Environment, Talent Acquisition, Learning, Diversity, Equity & Inclusion, Wellbeing and more.
???? #FlyToYourFullPotential
Every single person who works with us is unique. Join us is accepting the invite to fly to your full potential through self-development and pursuing your professional passion. Our employee value proposition and benefits include staff travel, discounts, a flexible working model, and more! Want to learn more? Click here.
???? Our Culture
We thrive on teamwork and collaboration. Joining our team means being part of a cohesive unit that works together, shares knowledge, and supports each other.
Our positive working atmosphere is unique and essential to our productivity and growth. You'll be surrounded by diverse and dynamic professionals. We are passionate about what we do: Connecting People and Places! Learn more about our Mission, Vision, & Values.
???? Our Recruitment Process
Your experience as a candidate is critical for us. We firmly believe that understanding our process will alleviate anxiety and ignite your passion for this extraordinary experience! Please take a closer look at how our process works.
Seniority level
* Seniority levelNot Applicable
Employment type
* Employment typeOther
Job function
* Job functionOther
* IndustriesAirlines and Aviation
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