In-Flight Hospitality Experience Architect

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

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