Customer Delivery Lead

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: Customer Delivery Lead

An exciting opportunity to join the Customer Strategy & Transformation team as a Customer Delivery Lead has arisen.

Working with the wider Customer and Brand directorate, this role will play a pivotal role in ensuring the total customer experience is integrated across the customer touchpoints and in line with our vision to building a Better BA as well as fostering an environment of innovation and creativity. 

What you’ll do:

• You will work proactively with customer-facing areas to create and align customer experience improvements in line with the Customer and Brand vision. This includes supporting the development of an internal and external communication plan that presents a cohesive customer experience narrative for each focus area

• Build strong stakeholder relationships to support the delivery of a cohesive and consistent customer experience according to the plan

• Provide regular updates to senior stakeholders on the progress of various initiatives, ensuring transparency and alignment with strategic objectives by managing risks, issues, and interdependencies within the team and escalating as needed 

• Work with the Customer Insights team to track initiative impacts against key KPIs, using data identify areas for improvement and recommending actionable solutions to drive better customer outcomes 

• Fostering an environment of innovation and creativity within teams, encouraging them to think outside the box and deliver exceptional customer experiences 

• Promoting and driving a culture of continuous improvement, working with business owners who resist change by highlighting benefits and providing support to drive planning and day-to-day delivery

What you’ll bring to British Airways:

• Strong attention to detail with a strong focus on quality balanced with pace, always maintaining high quality of output and accuracy

• A highly proactive approach with creative problem-solving skills

• Strong analytical skills and the ability to interpret and synthesise data to recommend insights that drive decision-making

• Organised and the ability to plan, prioritise and hold others to account

• Solid interpersonal skills with the ability to build strong relationships and collaborate at all levels, balancing and finding compromises between opposing views and opinions with a willingness to challenge decisions made for the customer

• Ability to overcome obstacles and achieve goals

• Clear and articulate communication

• Comfortable working with ambiguity 

Your experience:

• Experience in stakeholder management, including influencing cross-functionally and bringing people along 

• Strong background in customer experience

•  Proven experience in innovative thinking and creative problem-solving

• Passion and appreciation of the customer service environment and culture at both a premium and non-premium level

• Excellent communicator who has experience in sharing vision and plans and bringing people with you

• The ability to prioritise when faced with multiple issues and to flex the approach as needed

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.