Cabin Experience Standards Lead

British Airways PLC; London Borough of Hillingdon; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Staff travel benefits

Discounted standby airfares for you, a

family and friends

Job summary

British Airways is seeking a Cabin Product Standards Lead to shape how cabin products perform in service. You will synthesize customer, crew and operational insights to identify issues, set priorities and drive improvements across the product lifecycle.

You will own governance for cabin product standards, represent the customer perspective in decisions, and collaborate with Engineering, Operations and other partners to deliver meaningful value.

Qualifications

• Experience of managing products, standards, performance or customer experience in a complex operational environment.
• Experience of using customer and operational insight to identify issues, set priorities and drive improvement.
• Experience of working across multiple functions and influencing technical and operational stakeholders.
• Experience of managing competing priorities and making balanced decisions across customer, commercial and operational considerations.
• Experience of aviation, cabin products, engineering or another safety‑critical environment would be beneficial.

Responsibilities

• Lead the in-service performance and standards of our cabin products, ensuring they continue to deliver the experience our customers expect.
• Use customer, crew and operational insight to identify recurring issues, trends and opportunities for improvement.
• Set priorities and drive action with partners to resolve systemic cabin product issues.
• Own the customer standards and governance used to assess cabin product condition and performance.
• Represent the customer perspective in decisions affecting in-service cabin products.
• Maintain a portfolio-wide view of product lifecycle health, identifying ageing, obsolescence and emerging performance risks.
• Define and prioritise product improvements, ensuring investment and interventions deliver meaningful customer value.
• Feed learning from products in service into future product requirements and specifications.

Skills

Customer mindset

Leadership

Influencing

Data & insight

Communication

Continuous improvement

Job description

British Airways is seeking a Cabin Product Standards Lead to shape how cabin products perform in service. You will synthesize customer, crew and operational insights to identify issues, set priorities and drive improvements across the product lifecycle.

You will own governance for cabin product standards, represent the customer perspective in decisions, and collaborate with Engineering, Operations and other partners to deliver meaningful value.