Head of AI-Driven Customer Experience & Innovation

British Airways

Greater London

Hybrid

GBP 120.000 - 160.000

Vollzeit

Vor 3 Tagen

Sei unter den ersten Bewerbenden

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Benefits dieser Stelle

Staff travel benefits

Discounted standby tickets

Zusammenfassung

British Airways is seeking a Head of Innovation and Agentic Experience to shape the next generation of digital customer experiences. You will lead AI-powered and agentic strategies, partnering with Commercial, Customer, Digital and Technology teams to turn ideas into valuable products across BA.com, the app, and partner platforms.

You will collaborate with Architecture to identify trends, run experiments, and translate concepts into scalable solutions, delivering measurable improvements in

Qualifikationen

Strong leadership in digital product, innovation or emerging tech.
Experience delivering customer-facing digital experiences at scale.
Knowledge of AI, automation, and conversational interfaces.
Proven track record turning innovative concepts into measurable outcomes.

Aufgaben

Define and lead BA's strategy for conversational, AI-powered experiences.
Own the roadmap for future digital customer interaction channels.
Collaborate with Product Leads to deliver innovations across BA.com and app.
Identify technologies, trends and customer behaviors to guide investments.
Lead experiments, proofs-of-concept, and scaled roll-outs.
Translate new capabilities into scalable customer solutions with Tech teams.
Build partnerships with technology providers and industry innovators.
Promote curiosity and continuous improvement across Ecommerce and Platform org.

Kenntnisse

Leadership

Digital product

Emerging tech

Commercial judgement

Cross-functional teamwork

Ausbildung

Experience in digital experiences at scale

Jobbeschreibung