Customer Experience Lead

This is your chance to become part of the newest airline within the British Airways family. 

BA Euroflyer was launched in 2022, serving a short-haul network of some of Europe’s most popular destinations from London’s Gatwick Airport. 

It’s an exciting and fast-paced life when you’re working in one of the world’s most important travel hubs, and you’ll be part of a global gateway connecting with people from all walks of life and helping to make each and every journey original and unique.

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 exciting places, a job at BA Euroflyer is yours to make.

This is an airline where you’ll be able to create a real impact, right from the moment you join us.

The role:

Customer Experience Lead

Salary: £47,000 - £51,000

Our Customer team is responsible for shaping and improving the end-to-end journey for BA Euroflyer customers. Using customer insight, operational performance and cross-functional collaboration, the team delivers initiatives that enhance satisfaction, strengthen loyalty and support the airline's strategic objectives.

What you’ll do:

• Lead the delivery and continuous improvement of the BA Euroflyer customer experience strategy.
• Use customer insight, feedback and performance data to identify opportunities and drive measurable improvements.
• Own and deliver customer-focused projects and initiatives that enhance the end-to-end customer journey.
• Build strong relationships across operational, commercial and supplier teams to ensure customer priorities are embedded in decision-making.
• Manage customer governance activities, performance reviews and service standards to support consistent delivery of a premium customer experience.
• Act as a customer advocate, bringing the voice of the customer into key business discussions and decisions.

What you’ll bring to British Airways:

• A passion for delivering exceptional customer experiences and driving continuous improvement.
• Strong stakeholder management and influencing skills, with the ability to engage and align diverse teams.
• A data-led approach, using customer insight and performance metrics to identify issues and opportunities.
• Excellent communication and presentation skills, with the ability to translate complex information into clear actions.
• Strong organisational skills and the ability to manage multiple priorities in a fast-paced environment.
• A proactive, collaborative mindset with the confidence to challenge and drive change.

Your experience:

• Experience in customer experience, customer insight, service delivery, product, commercial or operational environments.
• A track record of delivering customer-focused improvements, projects or change initiatives.
• Experience analysing customer feedback, satisfaction metrics and operational performance data.
• Experience working with multiple stakeholders and influencing outcomes across teams.
• Experience managing supplier or partner relationships and holding teams accountable for performance.
• Previous experience within aviation, travel, hospitality, retail or other customer-centric industries would be advantageous.

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. You will also receive many other perks such as Voluntary Private Healthcare, Cycle to Work, Electric Car Scheme, BA Euroflyer Pension Scheme, Free Eye Test, Access to Perks at Work, Travel Industry discounts and many more!

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.