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

(Please note this role may be offered as a 12 month FTC with potential for the role to become permanent)

An exciting opportunity has arisen to join the Customer Strategy & Transformation team as a Customer Delivery Lead, where you’ll play a central role in shaping and evolving the British Airways customer experience!

Working in close partnership with the wider Customer and Brand directorate, you’ll help drive innovation across key customer touchpoints, ensuring our end‑to‑end experience is seamless, forward‑thinking and aligned to our ambition of building a Better BA. You’ll translate bold strategic intent into clear, prioritised and deliverable plans, while championing new ideas, creative thinking and continuous improvement to challenge the status quo and deliver meaningful change for our customers.

What you’ll do:

• Work proactively with customer‑facing areas to shape and align customer experience improvements in line with the Customer and Brand vision, translating that vision into clear priorities, roadmaps and outcomes across priority focus areas

• Shape problem statements, define success measures and sequence initiatives to maximise customer and business impact, ensuring delivery remains pragmatic and executable

• Support the development of internal and external communication plans that articulate a compelling and cohesive customer experience narrative

• Build strong stakeholder relationships to support the delivery of a consistent, joined‑up end‑to‑end customer experience

• Provide regular, clear updates to senior stakeholders on progress across initiatives, ensuring transparency and alignment with strategic objectives

• Actively manage risks, issues and interdependencies, escalating where appropriate to maintain momentum and delivery

• Work closely with the Customer Insights team to track initiative impacts against key KPIs, using data to identify opportunities for improvement and recommend actionable solutions

• Foster a culture of innovation and creativity, encouraging teams to think differently and deliver exceptional customer experiences

• Promote and drive a culture of continuous improvement, constructively working with business owners who may resist change by clearly articulating benefits and supporting effective planning and day‑to‑day delivery

What you’ll bring to British Airways:

You’ll bring strong attention to detail, balancing quality with pace to consistently deliver accurate, high‑quality outcomes. Proactive and solutions‑focused, with a creative approach to problem‑solving, you’re able to link day‑to‑day delivery to wider customer and business objectives.

With well‑developed analytical skills, you can interpret and synthesise data into clear insights that inform decision‑making. You’re highly organised, able to plan, prioritise and hold yourself and others to account, while building strong relationships and collaborating effectively at all levels. Comfortable navigating differing perspectives, you confidently advocate for the customer, communicate clearly and professionally, and demonstrate the resilience and determination needed to succeed in complex, fast‑moving and sometimes ambiguous environments.

Your experience:

• Experience in stakeholder management, including influencing cross-functionally and bringing people on the journey

• Experience turning strategy into clear, actionable plans and maintaining momentum in complex environments

• 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 service environments

• Excellent communicator who has experience in sharing vision and plans clearly, engaging others and driving alignment

• Ability to prioritise effectively when faced with multiple competing demands and to flex 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