Customer Transformation Lead — Shape Seamless Journeys

British Airways; Hounslow; Presencial; GBP 60 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Staff travel benefits

Discounted fares

Resumo da oferta

British Airways is seeking a Customer Delivery Lead to join the Customer Transformation team on a 12-month fixed-term contract. You will help translate the customer vision into actionable initiatives and manage a cohesive roadmap across BA, IAG, and partners.

You will unite cross-functional teams to deliver customer value, influence senior stakeholders, and shape prioritised portfolios for a more seamless and memorable customer experience.

Qualificações

• 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 analysing and interrogating 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 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.

Responsabilidades

• 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

Conhecimentos

Transformation experience

Customer journey expert

Influence senior leaders

Stakeholder management

Problem solving

Data analysis

Strategic prioritisation

Execution and delivery

Communication and storytelling

MS Office Suite

Ferramentas

Microsoft Office Suite

Descrição da oferta de emprego

British Airways is seeking a Customer Delivery Lead to join the Customer Transformation team on a 12-month fixed-term contract. You will help translate the customer vision into actionable initiatives and manage a cohesive roadmap across BA, IAG, and partners.

You will unite cross-functional teams to deliver customer value, influence senior stakeholders, and shape prioritised portfolios for a more seamless and memorable customer experience.