Head of AI-Driven Customer Experience & Innovation

British Airways; Hounslow; On-site; GBP 120,000 - 180,000; Full time

Benefits offered by this job

Staff travel benefits (unlimited basic

Premium standby tickets

Discounted airfares (up to 30 per year

Job summary

British Airways is seeking a visionary leader to drive innovation and agentic experiences across BA.com, the mobile app and partner platforms. You will shape strategy, partner with Commercial, Customer, Digital and Technology teams, and turn new ideas into practical, customer-focused products that scale globally.

You will manage a portfolio of AI-powered channels and emerging technologies, delivering measurable improvements in customer journeys and business performance while guiding teams

Qualifications

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

Responsibilities

• Define and lead BA's strategy for conversational, AI-powered, and agentic customer experiences.
• Own the roadmap for future digital customer interaction channels and AI-powered platforms.
• Collaborate with product leads to deliver innovative customer experiences across BA.com and the app.
• Identify emerging technologies and market trends to inform investment decisions.
• Lead experiments, proofs-of-concept and innovation initiatives end-to-end.
• Work with Technology teams to translate capabilities into scalable solutions.
• Build strategic partnerships with technology providers and industry innovators.
• Promote curiosity, innovation and continuous improvement across Ecommerce and Platform teams.
• Collaborate to roll out the Agentic Product Lifecycle (PDLC) with Digital teams.
• Deliver measurable outcomes improving customer experience, engagement and commercial performance.

Skills

Leadership

Digital product

Innovation

Emerging technology

Commercial judgment

Cross-functional collaboration

Ambiguity tolerance

Inspiring teams

Job description

British Airways is seeking a visionary leader to drive innovation and agentic experiences across BA.com, the mobile app and partner platforms. You will shape strategy, partner with Commercial, Customer, Digital and Technology teams, and turn new ideas into practical, customer-focused products that scale globally.

You will manage a portfolio of AI-powered channels and emerging technologies, delivering measurable improvements in customer journeys and business performance while guiding teams