Icelandair is a lively workplace with operations in Iceland, Europe, and North America. We are one of Icelands largest and most diverse companies and work in an international, ever-changing environment. We fly to multiple cities in Europe, the United States, and Canada, as well as destinations within Iceland and in Greenland.

The Product and Service Excellence Team is responsible for shaping, managing, and elevating Icelandair’s customer experience strategy including product and service offerings across the entire Customer journey. The team consists of product owners, customer experience specialists, and service development leads who develop and deliver on our customer ambition to deliver easy and caring travel experiences with an Icelandic touch that reflects Icelandair’s brand promise and drives customer satisfaction and loyalty.

The Customer Experience & Service Quality Manager will act as the quality control function across customer touchpoints, ensuring that our inflight and ancillary products, as well as service experiences, align with customer expectations and Icelandair’s overall strategy. This role will work in close collaboration with Product Managers, Ancillary teams, Service Experience leads, Operations, Ground Services and Marketing to ensure consistency, drive continuous improvement, and proactively enhance the travel experience.

Responsibilities:

• Quality control lead across inflight, ancillary, and service-related products.
• Coordinate the end-to-end travel experience for specific passenger groups.
• Monitor and analyze customer feedback, operational reports, and service failures to drive improvements.
• Develop and implement Customer Experience KPIs and quality benchspans.
• Lead cross-functional collaboration to align touchpoints across the customer journey.
• Conduct quality assessments and audits, ensuring consistency and service excellence.
• Act as a change agent for customer-centric transformation, embedding service quality into product and process development.
• Elevate and lead the company’s internal Customer Experience Ambassador program, fostering a culture of service excellence across departments.
• Support training development initiatives to drive frontline service consistency.

Qualifications:

• Higher education fit for purpose e.g. business administration
• Experience in customer experience, service quality, product management, or a related role.
• Strong analytical skills with experience in interpreting customer insights and operational performance data.
• Proven ability to drive cross-functional collaboration and lead change initiatives.
• Excellent communication and stakeholder engagement skills.
• Passion for Service Excellence

Icelandair‘s policy promotes equality and diversity among employees and encourages individuals of all genders to apply.

Please submit your application along with a CV and cover letter no later than 22nd of May 2025.

For further information, please contact:

Kolbrún Ýr Jónsdóttir, Manager Product & Service Excellence, kolbrunjicelandair.is

Auður Sigvaldadóttir, People Manager, audursiicelandair.is