Customer Standards & Training Specialist

Location: Viladecans - Barcelona, Spain

Company

hirify.global is a European airline within the IAG Group, serving around 250 routes across 30 countries with more than 5,000 employees.

What you will do

• Develop, document, manage, and continuously update customer service standards, service level agreements, and operational guides across the end-to-end customer journey.
• Coordinate with business areas on new products, seasonal initiatives, campaigns, and operational changes affecting customer experience.
• Analyse NPS, CSAT, customer comments, complaints, accessibility cases, operational KPIs, and quality observations to identify improvement opportunities.
• Translate customer and performance insights into prioritised recommendations, service improvements, and training needs.
• Design, pilot, and evaluate customer service and soft-skills training for frontline teams, including cabin crew, airport handling, contact centre, and other operational employees.
• Collaborate with internal teams and external service providers to maintain consistent service standards and support service continuity during disruptions and emergency response preparation.

Requirements

• Bachelor’s degree in Business Administration, Hospitality Management, Human Resources, Aviation Management, or a related field; equivalent professional experience in customer experience, customer training, service standards, quality management, or airline operations is also considered.
• Advanced English and Spanish proficiency, with a minimum C1 level in both languages.
• 3–5 years of relevant experience in customer experience, customer service standards, training and development, quality management, or airline/frontline operations.
• Experience developing, documenting, and implementing customer service standards, procedures, guidelines, or service level agreements.
• Experience identifying learning needs and designing customer service or soft-skills training programmes and materials.
• Experience analysing customer, operational, or performance data and translating findings into recommendations, training initiatives, or service improvements.
• Experience collaborating with multidisciplinary teams, business stakeholders, and external service providers.
• Strong presentation and facilitation skills, including experience delivering workshops, briefings, or train-the-trainer sessions.

Culture & Benefits

• Values include making things happen and better, safety, cost focus, customer orientation, and teamwork.
• Commitment to a diverse and inclusive workplace with consideration for all qualified applicants.
• Work in an aviation environment focused on innovation, collaboration, sustainability, and customer experience.