Head of AI-Driven Customer Experience

British Airways PLC; Greater London; On-site; GBP 110,000 - 140,000; Full time

Benefits offered by this job

Staff travel benefits (unlimited basic

Discounted airfares

Job summary

British Airways is seeking a visionary Head of Innovation and Agentic Experience to drive the next generation of digital customer interactions across BA.com, the app, and partner platforms.

You will lead the strategy for AI-powered and conversational experiences, collaborate with Commercial, Customer, Digital and Technology teams, and translate ideas into scalable products that delight millions of customers worldwide.

Qualifications

• Significant experience leading digital products, innovation programmes or emerging technology initiatives.
• Experience delivering customer-facing digital experiences at scale.
• Knowledge of AI, automation, conversational interfaces and next-generation digital interaction models.
• Proven track record of turning innovative concepts into measurable business outcomes.
• Experience working across business, customer and technology domains.
• Airline, travel, retail or large-scale digital experience (Essential)

Responsibilities

• Define and lead British Airways' strategy for conversational, AI-powered and agentic customer experiences.
• Own the roadmap for future digital customer interaction channels, enabling customers to shop, book and manage their journeys through AI-powered platforms and emerging technologies.
• Work with other Product Leads to define and deliver innovative customer experiences across BA.com, the mobile app, conversational interfaces, travel trade tools and partner ecosystems.
• Working alongside Architecture, identify emerging technologies, market trends and changing customer behaviours to inform future investment decisions.
• Lead experimentation, proof-of-concepts and innovation initiatives, taking ideas from concept through to readiness for implementation or scaled roll‑out.
• Work closely with Technology teams to translate new capabilities into scalable customer solutions.
• Build strategic partnerships with technology providers and industry innovators.
• Promote a culture of curiosity, innovation and continuous improvement across the Ecommerce and Platform organisation.
• Collaborate with Digital to define, test and ultimately roll out the Agentic Product Lifecycle (PDLC)
• Deliver measurable outcomes that improve customer experience, customer engagement and commercial performance.

Skills

Leadership

Emerging tech interest

Commercial judgement

Cross-functional collaboration

Ambiguity handling

Team motivation

Job description

British Airways is seeking a visionary Head of Innovation and Agentic Experience to drive the next generation of digital customer interactions across BA.com, the app, and partner platforms.

You will lead the strategy for AI-powered and conversational experiences, collaborate with Commercial, Customer, Digital and Technology teams, and translate ideas into scalable products that delight millions of customers worldwide.