Customer Experience Planning Lead (12 Month Fixed Term)

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 Experience Planning Lead 

An exciting opportunity to join the Customer Strategy & Planning team as Customer Experience Planning Lead has arisen

Working with the wider Customer and Brand directorate, this 12-month secondment/fixed term contract 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.

What you’ll do:

• Work proactively with customer facing areas to create and align customer experience improvements relevant for the area 
• Support on-going alignment with the people organisation to ensure our customer and people plans are fully integrated for example performance, recognition, onboarding, learning etc.
• Work with Brands &Customer Experience teams who are designing elements of the customer experience such as ground, lounges, GEC and inflight to ensure our customer experiences are designed through the lens of our strategic pillars, service and accessibility principles
• Support the team to develop an internal and external communication plan that communicates a motivating and joined up customer experience narrative for each focus area
• Work closely with analytics and research teams to produce required reporting to track impact of customer, service and accessibility initiatives versus NPS targets and use the data to influence & improve the customer experience
• Build strong stakeholder relationships and influence to deliver a integrated customer experience in line with our customer experience plan
• Foster a continuous improvement mindset across Customer Teams

What you’ll bring to British Airways:

• 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
• Ability to overcome obstacles and achieve goals.

Your experience:

• Strong background in customer experience
• 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

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