Customer Delivery Lead, Driving Seamless Journeys

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

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.