Head of Innovation and Agentic Experience

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

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.

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 on the end of a phone, a smile at the door, 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

Head of Innovation and Agentic Experience

As technology continues to advance, so do customer expectations. Passengers want travel experiences that are simpler, more intuitive and more personalised. From searching for a flight, to managing their journey, customers expect a service relevant to their needs. AI-powered assistants, conversational experiences and emerging digital channels are creating new opportunities to meet those expectations. At British Airways, we're investing in the future of digital customer experience, and we're looking for a leader who can turn new ideas into products and services that customers genuinely value. As Head of Innovation and Agentic Experience, you'll lead our approach to emerging customer technologies, identifying opportunities, testing new concepts and bringing the most promising ideas into everyday use. Working across Commercial, Customer, Digital and Technology teams, you'll partner with other Product Managers to define and deliver the next generation of customer experiences across BA.com, our app, conversational channels, travel trade tools and partner platforms. This is an opportunity to work at the forefront of AI, digital innovation and customer experience, influencing products and services that will be used by millions of customers around the world.

What You'll Do

• 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.

What You'll Bring

• Strong leadership experience in digital product, innovation or emerging technology environments.
• A deep interest in emerging technologies and how they can improve customer experiences.
• Commercial judgement and the ability to balance innovation with measurable business value.
• Experience working across customer, commercial and technology teams to deliver complex initiatives.
• Comfort working in ambiguous environments where not all the answers are known from the outset.
• The ability to inspire teams and build momentum around new ideas.

Qualifications / Experience

• 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, conversational interfaces and next-generation digital interaction models. (Essential)
• 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)
• SAFe knowledge (desirable)

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.