Icelandair er líflegur vinnustaður með starfstöðvar á Íslandi, Evrópu og Norður-Ameríku. Við erum einn stærsti og fjölbreyttasti vinnustaður landsins og vinnum í alþjóðlegu og síbreytilegu umhverfi. Við fljúgum til fjölda stórborga í Evrópu, Bandaríkjunum og Kanada, og til áfangastaða innanlands og á Grænlandi.

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

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Digital Operations&nbsp;leitast vi&eth; a&eth; sty&eth;ja vi&eth; rekstur f&eacute;lagsins me&eth; sveigjanleika, hagr&aelig;&eth;ingu og t&aelig;kif&aelig;ri a&eth; lei&eth;arlj&oacute;si.
Vi&eth; leitum a&eth; &ouml;flugum og metna&eth;arfullum einstaklingi til a&eth; vinna &iacute; Infrastructure teymi Digital Operations.&nbsp; Sem hluti af teyminu kemur &thorn;&uacute; til me&eth; a&eth; leggja okkur li&eth; vi&eth; a&eth; tryggja &aacute;rei&eth;anleika &iacute; stafr&aelig;num umhverfum Icelandair og sj&aacute; til &thorn;ess a&eth; l&aacute;gmarka &aacute;hrif rekstrarfr&aacute;vika gegnum frams&yacute;na &thorn;r&oacute;un ferla, vinnubrag&eth;a og vi&eth;brag&eth;s&aacute;&aelig;tlana.
Vi&eth; bj&oacute;&eth;um spennandi og krefjandi starf &iacute; al&thorn;j&oacute;&eth;legu og skemmtilegu starfsumhverfi &thorn;ar sem sj&aacute;lfst&aelig;&eth;i og skipulagsh&aelig;fileikar f&aacute; a&eth; nj&oacute;ta s&iacute;n. L&ouml;g&eth; er &aacute;hersla &aacute; v&ouml;ndu&eth; og n&aacute;kv&aelig;m vinnubr&ouml;g&eth;.

Icelandair


Digital Operations
leitast við að styðja við rekstur félagsins með sveigjanleika, hagræðingu og tækifæri að leiðarljósi.

Við leitum að öflugum og metnaðarfullum einstaklingi til að vinna í Infrastructure teymi Digital Operations.
 Sem hluti af teyminu kemur þú til með að leggja okkur lið við að tryggja áreiðanleika í stafrænum umhverfum Icelandair og sjá til þess að lágmarka áhrif rekstrarfrávika gegnum framsýna þróun ferla, vinnubragða og viðbragðsáætlana.

Við bjóðum spennandi og krefjandi starf í alþjóðlegu og skemmtilegu starfsumhverfi þar sem sjálfstæði og skipulagshæfileikar fá að njóta sín. Lögð er áhersla á vönduð og nákvæm vinnubrögð.
Stefna Icelandair er að stuðla að jafnrétti og fjölbreytileika á meðal starfsfólks og hvetur einstaklinga af öllum kynjum til að sækja um.



Nánari upplýsingar veita:


Guðmundur Kristinn Ögmundsson, Manager Infrastructure &amp; DevOps,
gummikr@icelandair.is

Elmar Bergþórsson, People &amp; Talent Manager,
elmarb@icelandair.is

Active

System Administrator

The Product and Service Excellence teymi&eth; ber &aacute;byrg&eth; &aacute; a&eth; m&oacute;ta, &thorn;r&oacute;a og efla &thorn;j&oacute;nustustefnu og upplifun vi&eth;skiptavina Icelandair, &thorn;ar me&eth; tali&eth; v&ouml;ru- og &thorn;j&oacute;nustuframbo&eth;. Teymi&eth; samanstendur af &ouml;flugum v&ouml;rustj&oacute;rum, s&eacute;rfr&aelig;&eth;ingum &iacute; upplifun vi&eth;skiptavina og verkefnastj&oacute;rum &iacute; &thorn;j&oacute;nustu&thorn;r&oacute;un, sem sj&aacute; til &thorn;ess a&eth; heildarupplifun far&thorn;ega standist &thorn;j&oacute;nustustefnu Icelandair og uppfylli markmi&eth; um &aacute;n&aelig;gju og trygg&eth; vi&eth;skiptavina.&nbsp;&nbsp;
&nbsp;
Customer Experience &amp; Service Quality Manager kemur til me&eth; a&eth; bera &aacute;byrg&eth; &aacute; g&aelig;&eth;a eftirliti me&eth; fer&eth;alagi vi&eth;skiptavina og tryggja a&eth; &thorn;j&oacute;nustustefna okkar og upplifun far&thorn;ega samr&aelig;mist v&aelig;ntingum og heildarstefnu Icelandair. Hlutverki&eth; krefst n&aacute;ins samstarfs vi&eth; v&ouml;ru-og &thorn;j&oacute;nustustj&oacute;ra,&nbsp; &aacute;samt annarra teyma &thorn;vert &aacute; fyrirt&aelig;ki&eth;, me&eth; &thorn;a&eth; markmi&eth; a&eth; tryggja samr&aelig;mi, efla st&ouml;&eth;ugar umb&aelig;tur og b&aelig;ta upplifun vi&eth;skiptavinna.&nbsp;&nbsp;&nbsp;
&nbsp;
&Aacute;byrg&eth;arsvi&eth;:&nbsp;
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1">
Lei&eth;a g&aelig;&eth;aeftirlit fyrir v&ouml;rur og &thorn;j&oacute;nustu.&nbsp;&nbsp;
</li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1">
Fylgjast me&eth; og greina &aacute;bendingar vi&eth;skiptavina, rekstrarsk&yacute;rslur og &thorn;j&oacute;nustufr&aacute;vik til a&eth; kn&yacute;ja fram umb&aelig;tur.&nbsp;
</li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1">
M&oacute;ta og innlei&eth;a lykilm&aelig;likvar&eth;a (e. KPI) og vi&eth;mi&eth;unargildi fyrir &thorn;j&oacute;nustug&aelig;&eth;i.&nbsp;
</li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1">
Lei&eth;a &thorn;verfaglega samvinnu til a&eth; samr&aelig;ma alla tengipunkta &iacute; fer&eth;alagi vi&eth;skiptavinarins.&nbsp;
</li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" aria-setsize="-1" data-aria-posinset="5" data-aria-level="1">
Framkv&aelig;ma g&aelig;&eth;a&uacute;ttektir og &thorn;j&oacute;nustum&aelig;lingar til a&eth; tryggja samr&aelig;mi og fram&uacute;rskarandi &aacute;rangur.&nbsp;
</li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" aria-setsize="-1" data-aria-posinset="6" data-aria-level="1">
Gegna lykilhlutverki &iacute; breytingastj&oacute;rnun me&eth; &aacute;herslu &aacute; vi&eth;skiptavininn og innlei&eth;a &thorn;j&oacute;nustug&aelig;&eth;i &iacute; v&ouml;ru- og ferla&thorn;r&oacute;un.&nbsp;
</li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" aria-setsize="-1" data-aria-posinset="7" data-aria-level="1">
St&yacute;ra og efla sendiherra &thorn;j&oacute;nustu Icelandair fyrir upplifun vi&eth;skiptavina (e. Customer Experience Ambassador program) me&eth; &thorn;a&eth; a&eth; markmi&eth;i a&eth; skapa &thorn;j&oacute;nustumenningu innan fyrirt&aelig;kisins.&nbsp;
</li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" aria-setsize="-1" data-aria-posinset="8" data-aria-level="1">
Sty&eth;ja vi&eth; &thorn;r&oacute;un framl&iacute;nu&thorn;j&aacute;lfunar til a&eth; tryggja samr&aelig;mi &iacute; &thorn;j&oacute;nustu.&nbsp;
</li>
</ul>
&nbsp;
H&aelig;fni og menntun:&nbsp;
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" aria-setsize="-1" data-aria-posinset="9" data-aria-level="1">
H&aacute;sk&oacute;lamenntun sem n&yacute;tist &iacute; starfi&nbsp;
</li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" aria-setsize="-1" data-aria-posinset="10" data-aria-level="1">
Reynsla af &thorn;v&iacute; a&eth; m&oacute;ta upplifun vi&eth;skiptavina, &thorn;j&oacute;nustueftirlit,&nbsp; v&ouml;rustj&oacute;rnun e&eth;a samb&aelig;rilegu.&nbsp;
</li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" aria-setsize="-1" data-aria-posinset="11" data-aria-level="1">
Sterk greiningarf&aelig;rni og geta til a&eth; vinna me&eth; inns&yacute;n vi&eth;skiptavina&nbsp;
</li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" aria-setsize="-1" data-aria-posinset="12" data-aria-level="1">
Sterk lei&eth;togah&aelig;fni og f&aelig;rni til a&eth; vinna me&eth; hagsmunaa&eth;ilum &thorn;vert &aacute; fyrirt&aelig;ki&eth;.&nbsp;
</li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" aria-setsize="-1" data-aria-posinset="13" data-aria-level="1">
Fram&uacute;rskarandi samskiptah&aelig;fni og geta til a&eth; virkja og efla hagsmunaa&eth;ila.&nbsp;&nbsp;
</li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" aria-setsize="-1" data-aria-posinset="14" data-aria-level="1">
&Aacute;str&iacute;&eth;a fyrir fram&uacute;rskarandi &thorn;j&oacute;nustu&nbsp;
</li>
</ul>
Stefna Icelandair er a&eth; stu&eth;la a&eth; jafnr&eacute;tti og fj&ouml;lbreytileika &aacute; me&eth;al starfsf&oacute;lks og hvetur einstaklinga af &ouml;llum kynjum til a&eth; s&aelig;kja um.

Ums&oacute;knir &aacute;samt kynningarbr&eacute;fi og ferilskr&aacute; &oacute;skast eigi s&iacute;&eth;ar en 22. ma&iacute; 2025.

***
The Product and Service Excellence Team&nbsp;is responsible for shaping, managing, and elevating Icelandair&rsquo;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&rsquo;s brand promise and drives customer satisfaction and loyalty.

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

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

Icelandair&lsquo;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.<a href="mailto:audursi@icelandair.is" target="_blank" rel="noopener"></a>


The Product and Service Excellence teymið ber ábyrgð á að móta, þróa og efla þjónustustefnu og upplifun viðskiptavina Icelandair, þar með talið vöru- og þjónustuframboð. Teymið samanstendur af öflugum vörustjórum, sérfræðingum í upplifun viðskiptavina og verkefnastjórum í þjónustuþróun, sem sjá til þess að heildarupplifun farþega standist þjónustustefnu Icelandair og uppfylli markmið um ánægju og tryggð viðskiptavina.






Customer Experience &amp; Service Quality Manager kemur til með að bera ábyrgð á gæða eftirliti með ferðalagi viðskiptavina og tryggja að þjónustustefna okkar og upplifun farþega samræmist væntingum og heildarstefnu Icelandair. Hlutverkið krefst náins samstarfs við vöru-og þjónustustjóra,
 ásamt annarra teyma þvert á fyrirtækið, með það markmið að tryggja samræmi, efla stöðugar umbætur og bæta upplifun viðskiptavinna.







Ábyrgðarsvið:



 - 

Leiða gæðaeftirlit fyrir vörur og þjónustu.






 - 

Fylgjast með og greina ábendingar viðskiptavina, rekstrarskýrslur og þjónustufrávik til að knýja fram umbætur.





 - 

Móta og innleiða lykilmælikvarða (e. KPI) og viðmiðunargildi fyrir þjónustugæði.





 - 

Leiða þverfaglega samvinnu til að samræma alla tengipunkta í ferðalagi viðskiptavinarins.





 - 

Framkvæma gæðaúttektir og þjónustumælingar til að tryggja samræmi og framúrskarandi árangur.





 - 

Gegna lykilhlutverki í breytingastjórnun með áherslu á viðskiptavininn og innleiða þjónustugæði í vöru- og ferlaþróun.





 - 

Stýra og efla sendiherra þjónustu Icelandair fyrir upplifun viðskiptavina (e. Customer Experience Ambassador program) með það að markmiði að skapa þjónustumenningu innan fyrirtækisins.





 - 

Styðja við þróun framlínuþjálfunar til að tryggja samræmi í þjónustu.







Hæfni og menntun:



 - 

Háskólamenntun sem nýtist í starfi





 - 

Reynsla af því að móta upplifun viðskiptavina, þjónustueftirlit,
 vörustjórnun eða sambærilegu.





 - 

Sterk greiningarfærni og geta til að vinna með innsýn viðskiptavina





 - 

Sterk leiðtogahæfni og færni til að vinna með hagsmunaaðilum þvert á fyrirtækið.





 - 

Framúrskarandi samskiptahæfni og geta til að virkja og efla hagsmunaaðila.






 - 

Ástríða fyrir framúrskarandi þjónustu




Stefna Icelandair er að stuðla að jafnrétti og fjölbreytileika á meðal starfsfólks og hvetur einstaklinga af öllum kynjum til að sækja um.



Umsóknir ásamt kynningarbréfi og ferilskrá óskast eigi síðar en 22. maí 2025.



***

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 &amp; 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 benchmarks.

 - 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.