Heida Njola Gudbrandsdottir | Director Customer Experience
Icelandair

Heida Njola Gudbrandsdottir is Director of Customer Experience at Icelandair, where she works across customer experience, product strategy and service development. She brings a strong aviation background to the role, having previously held senior leadership positions in Icelandair’s operations, including Deputy COO and Director Integrated Operations. Her current focus is on strengthening Icelandair’s service positioning and shaping customer experience priorities based on a deeper understanding of customer needs and key moments in the travel journey. Her operational background gives her a practical perspective on how to translate those priorities into real improvements across teams, systems and frontline environments - especially in disruption communication, self-service and digital customer solutions.