Customer Transformation & Delivery Lead

British Airways PLC; London Borough of Hillingdon; Sur place; GBP 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Staff travel benefits

Discounted airfares

Résumé du poste

British Airways plc in London is seeking a Customer Delivery Lead on a fixed-term 12-month contract. You will join the Customer Transformation team to turn our customer vision into actionable initiatives, shaping priorities to deliver a better customer experience across BA and partner activities.

You will unite cross-functional teams, influence senior stakeholders, and lead a cohesive customer roadmap from strategy through delivery, balancing risks and opportunities to drive meaningful outcomes.

Qualifications

• Experience in transformation, customer experience or business change within a complex organisation.
• Strong end-to-end customer journey expertise and holistic thinking across touchpoints.
• Proven ability to influence senior leaders and cross-functional teams without authority.
• Excellent relationship-building and alignment skills across the organisation.
• Creative problem solving and innovative thinking with data-based insight.
• Strategic prioritisation balancing customer needs with business goals and risks.

Responsabilités

• Partner with Customer and Brand areas to identify and prioritise opportunities across the end-to-end journey.
• Translate strategy into prioritised portfolios, roadmaps, and investment recommendations.
• Develop executive papers and recommendations articulating a cohesive customer narrative.
• Build trusted relationships and influence stakeholders to align priorities.
• Provide regular updates on progress, risks, trade-offs and decisions.
• Manage risks, issues, dependencies, and delivery across multiple initiatives.
• Use customer insights to shape priorities and investment decisions.
• Collaborate with Alliances to create a seamless partner-customer experience.
• Champion continuous improvement and drive value through clear benefits.

Connaissances

Transformation experience

Customer journey expertise

Stakeholder influence

Delivery excellence

Strategic thinking

Data analysis

Program governance

Cross-functional teamwork

Decision making

Storytelling & papers

Formation

Bachelor’s degree or equivalent

Outils

Outlook

Word

PowerPoint

Excel

Teams

Description du poste

British Airways plc in London is seeking a Customer Delivery Lead on a fixed-term 12-month contract. You will join the Customer Transformation team to turn our customer vision into actionable initiatives, shaping priorities to deliver a better customer experience across BA and partner activities.

You will unite cross-functional teams, influence senior stakeholders, and lead a cohesive customer roadmap from strategy through delivery, balancing risks and opportunities to drive meaningful outcomes.