**Job Title:** **High-Value (HV) Customer Communication Analyst** ============================================================== Date: Sep 2, 2026 Location: Madrid, M, ES, 28079 About Our Company We are Spain’s largest airline and the leading carrier between Europe and Latin America; we belong to the IAG airline group and are part of the oneworld alliance. Our goal is to always be our customers’ top choice for travel, ensuring they feel that their safety—and the quality and experience of their journey—are our highest priorities. In addition to our airline business, aircraft maintenance is one of our complementary businesses. At Iberia, we value professionals who exemplify desired behaviors—not only toward our customers but also within their teams. We expect all new hires to embody these values. Your Role: **As a High-Value (HV) Customer Communication Analyst (GSGT), your responsibilities will include:** Supporting the design, implementation, and continuous improvement of the premium customer (Business and top-tier) communication model by developing a proactive and differentiated contact strategy across the entire customer journey. This role will contribute to: * Designing a consistent, personalized, and Iberia-brand-aligned premium customer communication experience. * Translating the global contact model into principles, criteria, and use cases applicable to premium customers. * Ensuring operational and commercial communications reflect the service level expected by high-value customers. Your Key Challenges: * **Translate the premium experience strategy into customer communications** Adapt the premium value proposition into communications across all stages of the customer journey. * **Design for a highly demanding customer** Define communications that meet the highest expectations in terms of personalization, anticipation, and relevance. * **Collaborate cross-functionally without hierarchy** Work closely with Experience, Loyalty, Digital, and CRM teams—without direct authority. * **Integrate into a global framework** Work within an existing global communication framework, adapting it while preserving global coherence. * **Balance customer value vs. business value** Design communications that enhance customer experience while also driving revenue and engagement. Your Qualifications: * **Academic Background** Bachelor’s degree in Business Administration, Economics, Communications, Marketing, or related field. Customer Experience or data analytics training is a plus. Advanced English proficiency. * **Professional Experience** 1\-4 years of experience in consulting, customer experience, or communications. Experience in service-oriented sectors (e.g., airlines, tourism, premium brands, etc.) is desirable. Talent at Iberia: We value professionals who exemplify desired behaviors—not only toward our customers but also within their teams. We expect all new hires to embody these values. * **One and Diverse**: You work collaboratively, openly, and cohesively toward shared goals in a diverse and inclusive environment. * **Heart and Passion**: You drive results by fully engaging in everything you do. * **Reinventing Tomorrow**: You seek fresh, innovative ideas to solve problems. * **Connecting with Customers and Colleagues**: You consistently go the extra mile—with a smile and friendly demeanor—exceeding expectations. * **Simple and Efficient**: You focus on what matters most, analyzing situations and eliminating non-value-adding activities. * **Safety Is in Our DNA**: From day one, we prioritize attention and care—in every ground operation and every flight. We know our processes and apply them rigorously. Our Commitment to Diversity and Inclusion At Iberia, we are One and Diverse. We faithfully reflect today’s society, and our diverse teams enrich us—making us more creative and innovative. We believe in talent without labels and are fully committed to offering equal professional opportunities to everyone. Therefore, all decisions in our selection processes are based exclusively on the competencies, skills, and knowledge required for successful job performance.
David Muñoz
Indeed · HR
David Muñoz
Indeed · HR
