Customer Reporting Manager- 12 Month FTC

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 Reporting Manager- 12 Month Fixed Term

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

Working with the wider Customer and Brand directorate, this role will play a pivotal role in driving continuous improvement across Customer and Brand to deliver the transformation objectives and support change. This role will provide key oversight and reporting on the customer and brand portfolio and support the delivery of our vision.

What you’ll do:

• Proactively look for ways to improve how the business operates for customers and colleagues, and build strong cases to get senior leaders on board with new ideas.
• Work closely with the Head of Customer Transformation to manage a large portfolio aimed at improving customer and colleague experiences.
• Take the lead in monitoring and reporting on the status of all transformation initiatives by tracking milestones, deliverables, risks, issues, dependencies, KPIs, and financials. Escalating concerns and conducting reviews to ensure benefits are realised.
• Set and uphold high standards for project management, ensuring all initiatives follow consistent processes and are delivered efficiently and use transformation tools to keep initiatives on track, making sure they meet deadlines, stay within budget, and deliver expected outcomes.
• Act as a role model and mentor for business owners, helping them develop transformation skills and adopt best practices.
• Collaborate with analytics and research teams to measure the impact of initiatives, using data to challenge and influence stakeholders to improve key metrics like NPS and customer satisfaction.
• Work with the Head of Transformation to prepare materials and updates for senior forums such as the Board, IAG, and BA SteerCo.

What you’ll bring to British Airways:

• Strong communicator and influencer, able to shape decisions at senior levels both inside and outside the organization.
• Thrives under pressure, managing multiple projects and tight deadlines effectively, maintaining performance under pressure.
• 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 advanced problem-solving skills and a strong understanding of broader business context
• Strong analytical skills and the ability to interpret and synthesise data to recommend insights that drive decision-making
• Solid interpersonal skills with the ability to build strong relationships and collaborate at all levels, balancing differing perspectives to reach effective compromises.
• Comfortable working with ambiguity
• Clear and articulate communication
• Innovative and agile with the ability to translate industry trends into practical and scalable solutions

Your experience:

• Educated to degree level or equivalent experience
• Strong analysis experience
• Experience working in/with analytics, finance, consulting, corporate strategy or strategic transformation.
• Thorough understanding of the key business drivers across the airline
• Appreciation of the customer service environment and culture at both a premium and non-premium level
• Understanding and interest in airline services, and hospitality environments.
• Effective communicator who has experience in sharing vision and plans and bringing people with me.
• Effective working with external and internal partners

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.