Customer Experience Regulatory Compliance Manager

Wizz Air is a leading European low-cost airline. Our mission is to provide affordable and reliable air travel to everyone, everywhere, while minimizing our environmental impact. We are proud to foster a diverse and inclusive team of over 8,000 employees from more than 110 nationalities, who share our values of inclusivity, positivity, dedication, integrity, and sustainability.

As a rapidly expanding airline, we offer exciting career opportunities across a range of functions, from flight operations to engineering, customer experience, finance, and more. We provide extensive training and development opportunities to help our employees grow and succeed in their roles. Joining Wizz Air means joining a team that is passionate about aviation, dedicated to excellence, and committed to making air travel accessible and sustainable for all. If you are looking for a challenging and rewarding career in the aviation industry, we welcome you to explore our job opportunities and become a part of our success story.

Customer Experience Regulatory Compliance Manager 

Based in Budapest 

The Customer Experience Regulatory Compliance Manager supports the development and integration of departmental processes and policies to ensure regulatory compliance. Working closely with the CX Regulatory Compliance Team Manager, the role helps ensure Wizz Air adheres to external legal requirements and internal policies. It also plays a key part in managing relationships with legal bodies such as Civil Aviation Authorities, Customer Protection Authorities, and arbitration boards regarding customer claims. 

• Maintain an excellent relationship with Authorities assisting the Customer Experience Regulatory Compliance Team Manager and Head of Customer; 
• Ensuring legal compliance with authority standards for official claim handling;  
• Working closely with Disruption Control Center and Evidence Collection team, supervising daily reporting of disrupted flights; 
• Monitor defence strategies and tendencies in different jurisdictions and shape defence strategies optimizing cost-benefit ratio; 
• Contribute to identify new functional opportunities to reduce human interactions in favour of self-service and automation; 
• Provide data and assist Regulatory Compliance Team Manager to draft responses to RFIs (Requests for Information) received from Authorities; 
• Monitor and integrate internal and regulatory requirement to departmental processes; 
• Maintain, standardize, and update departmental process flows and procedures;  
• Create and update departmental manuals for relevant area of responsibility; 
• Organize and lead trainings about compliance and the regulatory background of each jurisdiction; 
• Compliance reviews in collaboration with LEGAL department; 
• Assist Customer Experience Regulatory Compliance Team Manager in tasks related to budget-reporting; 
• Build and maintain good work relationship with dedicated agents of contracted providers; 
• Provide information and regularly distribute processes, policies, manuals to peer functions and external partners as applicable; 
• Provide input for reports and regularly report on area of responsibility; 
• Prepare weekly, monthly, quarterly revision of actions for area of responsibility and present on company level; 
• Participating in strategic projects to improve departmental performance and customer satisfaction metrics;  
• Identify new functional opportunities that will strengthen customer engagement; 
• Participate in cross-functional projects; 
• Responding to ad hoc requests for management information; 
• Liaising with other departments within the organization; 
• Deputize peer functions within department when required; 
• Being up-to-date in relevant WIZZ policies and procedures as well as on-going campaigns. 

• 3-5+ years working experience with at least 2 years of relevant experience 
• Experience in aviation, operations in aviation, compliance, communications is preferred 

• Above average written and verbal communication skills. 
• Strong analytical skills. 
• Advanced computer literacy. 

Bachelor's or Master's degree or equivalent 

• Fluent in English  
• Arabic is a plus 

• Strong organizational skills. 
• Ability to work independently or as part of a team. 
• Ability to work under time pressure. 
• Willingness to travel occasionally. 
• Cultural awareness regarding MENA region is a plus. 

When applying, please only provide valid information regarding your educational background and certificates, as the original documents will be requested during the hiring process.

We look forward to meeting you and learning more about your skills and experience. Join the Wizz Air team and discover the world of opportunities.