Welcome to this recruitment process with Vueling!
Applying is your first step to joining the first Top Employer airline in Europe. We hope the information 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 to make things happen. We always strive 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 consists of great professionals—passionate people who collaborate, support, and complement each other's skills.
We are one of Europe's leading low-cost airlines, with strong presence 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, 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 developing and implementing 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 airport authorities like Aena to ensure infrastructure supports 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, identify service gaps, and implement corrective actions.
* Assist in managing 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: Ground, Operations, Procurement, IAG, Commercial, Network, and Finance.
* External providers: 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.
* Knowledge of airport processes, baggage handling, passenger flows, signage, and PA systems.
* Expertise in enhancing passenger touchpoints, ensuring a seamless, efficient, and cost-focused ground experience.
* Familiarity with biometric solutions, self-service kiosks, online check-in systems, and baggage tracking technologies.
* Understanding of aviation regulations, including EU261, and industry standards.
Competencies
* Proactive with strong coordination, planning, prioritization, and adaptability skills.
* Excellent communication and interpersonal skills.
* Ability to work in dynamic, high-pressure environments.
* Detail-oriented with an analytical mindset.
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 consecutive year, Vueling is the only European airline and the only low-cost airline worldwide to receive this certification. The Top Employers Institute certifies organizations based on HR best practices across six domains, including People Strategy, Work Environment, Talent Acquisition, Learning, Diversity, Equity & Inclusion, Wellbeing, and more.
#FlyToYourFullPotential
Join us to fly to your full potential through self-development and pursuing your passions. Our benefits include staff travel, discounts, flexible working, and more! Learn more .
Our Culture
We thrive on teamwork and collaboration. Joining us means being part of a cohesive team that shares knowledge and supports each other. We value a positive working atmosphere, surrounded by diverse professionals. We are passionate about Connecting People and Places! Learn more about our Mission, Vision, & Values .
Our Recruitment Process
Understanding our process will help you feel prepared and excited. See how it works for more details.
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