Delivery and Optimisation Lead

British Airways; Hounslow; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading airline in the UK is looking for a Delivery & Optimisation Lead to drive transformative initiatives within Customer Care. The successful candidate will lead change management and continuous improvement efforts aimed at enhancing customer experience and operational performance. Strong skills in change methodologies, excellent interpersonal communication, and a deep understanding of data analytics are essential. The role offers competitive travel benefits and opportunities for personal development in a dynamic environment.

Benefits

Unlimited standby tickets

Discounted 'Hotline' airfares

Personal development opportunities

Qualifications

• Deep commercial awareness aligning initiatives with strategic priorities.
• Demonstrated capability in leading through ambiguity and driving change.
• Proficiency in AI-driven data analysis to identify improvements.

Responsibilities

• Lead change and continuous improvement initiatives within the organization.
• Act as an advisor and collaborate with business areas to embed change.
• Utilize standardized processes to manage change and ensure colleague engagement.

Skills

Change management

Agile methodologies

Continuous improvement

Interpersonal skills

Commercial awareness

Data analytics

Innovation culture

Tools

Microsoft Copilot

PowerBI

CRM

Portfolio management tools

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 at the end of a phone, a smile at the door, an operative 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: Delivery & Optimisation Lead

As a Delivery & Optimisation Lead, you will lead the end-to-end implementation of transformation initiatives and continuous improvement efforts that enhance customer experience, optimise performance and support Customer Care’s transformation into a product-led, multichannel, customer first operation. You’ll champion a culture of agility, collaboration and innovation, ensuring that Customer Care is equipped to lead and adapt in a fast‑paced evolving environment.

Please note, this role is not approved for an international assignment.

What you’ll do:

Change & Improvement Delivery – Act as a leader in establishing a transformation capability programme within Customer Care, building internal expertise in change leadership, agile delivery and continuous improvement. Lead the delivery of change and continuous improvement initiatives across Customer Care, including the delivery of planning and mobilisation phases and work with stakeholders, operations, and business teams to seamlessly transition People, Process and Technology changes in a structured and organised manner.

Collaboration & Advisory – Act as an advisor to business and operations teams, sharing expertise in transformation techniques and continuous improvement methodologies. Partner with adjacent business areas to influence and embed change impacting Customer Care from outside in. Strategic connector between Customer Care and wider business functions, aligning transformation initiatives with business priorities and customer experience goals. Chair appropriate Risk & Governance Boards for Customer Care, ensuring compliance, risk mitigation and alignment with enterprise transformation standards.

Change Management & Engagement – Adopt and utilise standardised change processes and tools, including the development of storyboards which articulate rationale for change, the creation of communication and engagement strategies, the implementation of end‑to‑end change strategies encompassing communications, training and reward, and support for business areas in the recruitment and engagement of change champions and Subject Matter Experts (SME’s). Ensures colleagues are equipped and engaged throughout the transformation lifecycle.

Continuous Improvement & Analytics – Use AI and data and analytics to identify improvement opportunities investigate root causes and implement sustainable solutions. Champion a culture of continuous improvement and agility across global teams and be accountable for the delivery of measurable business outcomes across the change portfolio, including cost reduction, customer satisfaction uplift, and operational.

What you’ll bring to British Airways:

• Deep commercial awareness with ability to align change and improvement initiatives to BA’s strategic priorities and evolving customer expectations.
• Demonstrated ability to lead through ambiguity and drive behavioural change at scale, using structured change methodologies (eg ADKAR).
• Proficient in using AI‑driven data and analytics to identify improvement opportunities, measure impact and inform decision‑making.
• Excellent interpersonal skills with a proven track record to communicate, influence and negotiate.
• Proven ability to lead cross‑functional change forums, ensuring consistent execution and adaptation of transformation strategies across diverse markets and supplier ecosystems.
• Comfortable working with digital tools and platforms (eg Microsoft Copilot, PowerBI, CRM) to support transformation delivery and continuous improvement.
• Drives a culture of innovation and continuous improvement, establishing and leading innovation labs within Customer Care to pilot emerging technologies, AI‑driven solutions and new service models.
• Technical expertise in contact deflection & containment

Your experience:

• Proficient in change methodologies (eg PROSCI, ADKAR).
• Proficient in agile methodologies (eg SAFE)
• Proficient in continuous improvement methodologies (eg Lean Six Sigma).
• Successful application of delivering tangible benefits into the organisation by applying change management techniques.
• Experience in using portfolio management tools (e.g. WAVE) – desired
• Track record of delivering effective containment and deflection

What we offer:

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