Customer Delivery Lead

British Airways; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Staff travel benefits

Discounted standby tickets

Job summary

British Airways is seeking a Customer Delivery Lead on a 12-month fixed-term contract to join the Customer Transformation team. You will bring together diverse teams across the organisation, partners and external collaborators to deliver a seamless and valuable customer experience.

You will shape the customer roadmap, influence senior stakeholders and champion continuous improvement across end-to-end journeys.

Qualifications

• Demonstrable experience in transformation, customer experience or business change within a complex organisation.
• Strong end-to-end customer journey expertise across touchpoints, propositions and channels.
• Proven ability to influence senior leaders and cross-functional teams without direct authority.
• Excellent communication and storytelling skills for papers and presentations.
• Evidence of analysing data and turning customer insight into actionable recommendations.

Responsibilities

• Partner with areas across Customer and Brand to identify and prioritise customer experience opportunities across the end-to-end journey.
• Define problems, assess options and translate strategy into prioritised roadmaps and investment recommendations.
• Develop executive communications, papers and recommendations articulating a cohesive customer narrative.
• Build relationships and influence across the organisation to align priorities and deliver momentum.
• Provide regular updates with progress, risks, and decisions needed.
• Manage risks, dependencies and trade-offs across multiple initiatives.

Skills

Transformation experience

Customer journey expertise

Stakeholder influence

Strategic thinking

Data-driven decision making

Communication & storytelling

Microsoft Office (Outlook, Word, Power

Job description

A career without limits

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.

We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

The role: Customer Delivery Lead

Fixed term contract 12 months

An exciting opportunity has arisen to join the Customer Transformation team as a Customer Delivery Lead, where you will help turn our customer vision into meaningful action and help shape the priorities that will create a Better BA for our customers. You will bring teams together to deliver improvements that create a more seamless, consistent and memorable experience.

Working across British Airways, IAG and our external partners, you’ll help maintain a clear and cohesive customer roadmap, ensuring both planned and emerging initiatives deliver genuine customer value. This is an exciting opportunity to advocate for our customers, influence senior stakeholders and bring innovative ideas to life. You’ll play a central role in shaping the customer transformation portfolio, helping the business decide where to invest, what to prioritise and how to deliver the greatest customer and business impact.

We’re looking for someone who combines strong customer journey expertise with strategic thinking, stakeholder influence and delivery excellence. You’ll be comfortable operating across multiple priorities, navigating ambiguity and bringing diverse teams together to deliver meaningful customer and business outcomes.

Responsibilities

• Partner with areas across Customer and Brand, to proactively identify, shape and prioritise customer experience opportunities across the end-to-end journey in line with the Customer vision
• Define customer problems, assess options and translate strategy into prioritised portfolios, roadmaps and investment recommendations ensuring delivery remains pragmatic and executable
• Develop compelling executive communications, papers and recommendations that articulate a cohesive customer narrative, strategic choices and decisions required.
• Build trusted relationships across the organisation and influence without authority to align competing priorities and create momentum around a joined-up customer experience.
• Provide regular, clear updates to stakeholder with concise insight on progress, performance, strategic risks, trade-offs, recommendations and decisions required.
• Manage risks, issues, dependencies and delivery trade-offs across multiple initiatives, intervening and escalating early to protect outcomes.
• Use customer insight and wider business data to shape priorities, challenge assumptions, measure impact and influence investment decisions.
• Bring external thinking, customer evidence and a holistic journey perspective to challenge and identify new opportunities.
• Work with the Alliances team to create a seamless experience for customers travelling with our partners.
• Champion continuous improvement and constructively challenge the status quo, building the case for change and bringing business owners with you through clear benefits and supporting effective planning and day-to-day delivery

What you’ll bring

• Demonstrable experience in transformation, customer experience or business change within a complex organisation
• Strong end-to-end customer journey expertise and the ability to think holistically across touchpoints, propositions and channels
• Proven ability to influence senior leaders and cross-functional teams without direct authority
• The ability to build relationships, create alignment and bring others with you.
• Proven experience of innovative thinking and creative problem-solving.
• Evidence of analyising and interogating data, turning customer insight into recommendations, to shape priorities, support problem solving, planning and influence decisions
• Strong strategic prioritisation skills, balancing customer needs with business objectives, operational constraints, cost, risk and feasibility
• Ability to combine strategic thinking with practical execution and accountability for outcomes
• Strong planning, organisation and delivery skills by managing portfolios, roadmaps, governance forums, dependencies and risks across multiple initiatives
• Strong ability to balance attention to detail and quality with the pace needed to make progress.
• The ability to adapt quickly and flex approach when circumstances or priorities change.
• Excellent communication and storytelling skills, including clear papers, presentations, options and recommendations with the ability to adapt to different audiences, issues and situations
• Strong capability across Microsoft Outlook, Word, PowerPoint, Excel and Teams.

We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.

At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don’t expect our people to either.

Inclusion & Diversity

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain