Hospitality Design Executive

British Airways; Hounslow; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Staff travel benefits

Discounted hotline fares

Job summary

British Airways is seeking a Hospitality Design Executive to shape onboard customer experiences, working within the Customer Experience team. You will develop differentiated hospitality standards and design end-to-end experiences across cabins, partnering with inflight and ground teams to deliver on-brand service.

Your background in luxury hospitality and airline experience, plus strong project management, data analysis and collaboration skills, will help translate ideas into scalable customer

Qualifications

• Diploma level qualification in Hotel Management or related discipline.
• Hospitality industry experience in luxury or premium environments.
• Experience delivering exceptional guest experiences in hospitality or customer-focused industries.
• Airline experience with knowledge of product lifecycle preferred.
• Leadership experience in cabin crew is beneficial.
• Strong knowledge of food and beverage operations and hospitality standards.
• Experience leading complex change or transformation projects with business impact.
• Demonstrated project management skills and ability to multitask to deadlines.
• Experience using data, reporting and analysis to inform decisions.
• Proficiency in Microsoft Office; Figma is advantageous.

Responsibilities

• Develop differentiated hospitality standards and service propositions aligned to the customer experience vision.
• Design end-to-end hospitality experiences across premium or non-premium cabins with inflight and ground teams.
• Collaborate with development teams to define onboard soft product experiences within budgets.
• Provide hospitality insights to Aircraft Interiors teams to ensure consistency and reduce complexity.
• Support development and delivery of internal and external communication plans for designed experiences.
• Participate in change programmes and business improvement projects delivering customer and commercial value.
• Analyse customer feedback and data to identify opportunities to improve satisfaction and revenue.

Skills

Confident communicator

Stakeholder management

Project management

Analytical thinking

Hospitality knowledge

Education

Diploma in Hotel Management

Tools

Microsoft Office (Word, PowerPoint, Excel)

Figma

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: Hospitality Design Executive

At British Airways, we believe exceptional hospitality has the power to turn a journey into a memorable experience. We're looking for a passionate and innovative Hospitality Design Executive to help shape the future of our onboard customer proposition. Working as part of our Customer Experience team, you'll play a pivotal role in designing the holistic end-to-end in-flight hospitality experiences that millions of customers enjoy every year across our global network. From premium dining concepts and service standards to customer experience innovations, you'll help create distinctive moments that strengthen our reputation as one of the world's leading airlines. If you're passionate about hospitality, thrive on bringing ideas to life, and want to influence how customers experience British Airways in the air, this is an exciting opportunity to make a real impact!

What You'll Do

• Develop differentiated hospitality standards and service propositions aligned to our customer experience vision and strategy.
• Design the end-to-end hospitality experience across either premium or non-premium cabins, working closely with both inflight and ground-based teams.
• Work closely with development teams to define onboard soft product experiences and ensure consistent delivery within agreed budgets.
• Provide hospitality insight to Aircraft Interiors teams on customer-facing cabin products, helping drive consistency and reduce operational complexity.
• Support the development and delivery of internal and external communication plans relating to designed experiences.
• Participate in change programmes and business improvement projects, ensuring solutions are operationally deliverable and support desired customer and commercial outcomes.
• Analyse customer feedback, competitor activity and commercial performance data to identify opportunities that enhance customer satisfaction and revenue performance.

What You’ll Bring To British Airways

You bring a passion for exceptional hospitality and customer experience, with a genuine desire to create memorable moments for customers. You are a confident communicator who can build strong relationships across a wide range of stakeholders and influence positive outcomes. Your experience will be evident through your ability to balance creativity with operational practicality, ensuring ideas can be translated into consistent and scalable customer experiences. As someone who thrives in a fast-paced environment you will confidently manage multiple priorities while maintaining attention to detail. You are comfortable analysing data and customer insights to inform decisions and improve performance. Above all, you'll share our commitment to putting customers at the heart of everything we do and will be excited by the opportunity to shape hospitality experiences that reinforce British Airways' position as a premium global airline.

Your Experience

• Ideally qualified to diploma level in Hotel Management or a related discipline.
• Strong hospitality industry experience, ideally within luxury hotels, premium restaurants or other high-quality service environments.
• Experience delivering exceptional guest experiences within hospitality or customer-focused industries.
• Airline experience, including leadership responsibility and knowledge of the product lifecycle, would be advantageous.
• Previous cabin crew leadership experience would be beneficial.
• Strong knowledge of food and beverage operations, trends and hospitality standards.
• Good understanding of quality management and risk management principles.
• Experience working on complex change or transformation projects that deliver customer and commercial value.
• Demonstrated project management skills with the ability to manage multiple priorities and deliver to agreed timescales.
• Experience using data, reporting and analysis to support decision-making and drive improvements.
• Proficient in Microsoft Office applications, including Word, PowerPoint and Excel. Figma would be advantageous.
• Understanding of digital technologies, platforms and data-driven solutions that enhance customer experience and operational effectiveness.

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.