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Director of Customer Experience


Reference 9724 Closing date 15/7/2024 Brand British Airways Career area Head Office Business area Operations, Planning & Strategy Contract type Permanent Full Time Location Waterside, British Airways Head Office, London Download job description

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Director of Customer Experience

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.

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

Director of Customer Experience

The Director of Customer Experience, is a unique opportunity for an exceptional leader to hold strategic accountability for the end-to-end onboard and ground experience across British Airways mainline.

Capable of delivering in a complex airline operational environment and building strategic relationships with suppliers that optimise the premium proposition of our brand, the post holder will create and execute transformational strategy that delivers a differentiated customer experience and improved return on investment.


Product Strategy and Management -Delivery of a product portfolio including catering (food, beverage and retail), cabin interiors, and lounges. Drive strategic investment decisions which reflect the British Airways brand, maintains premium proposition, meet customer expectations, achieve industry recognition and delivers the best possible commercial return.

Transformation -Make use of British Airways assets, resources and business infrastructure to drive and lead strategic change. Influence the evolution of strategic priorities by challenging the status quo, identifying commercial growth opportunities that evolve the strategies for ground, onboard and digital customer experience

Planning -Provide oversight and leadership in the production and delivery of operational departmental plans. Use analytics and evidence-based data to drive investment across the areas British Airways customers identify as being the most important to them.

Customer experience -Deliver sustainable year-on-year increases across all customer metrics to include NPS and customer experience performance, bringing the brand to life through the customer journey underlining our premium proposition.

Commercial and Strategic Supplier Management - ensure British Airways derives long-term commercial value through strategic suppliers, with brand and premium proposition central to all sourcing decisions. Lead and challenge teams to derive quality and optimal costs from the ground, digital and onboard supply-chain network.

Operational excellence -Create a culture that enables and empowers the customer experience team to maintain safe, secure and high-quality delivery of a global 24/7 operation to include the supply chain network: contributing to performance and service excellence.

Sustainability -Leads a strategy that contributes to the achievement of key metrics including carbon emissions, waste, single-use plastic, diversity and inclusion.

People leadership -Act as a trusted people leader, guides and inspires the Customer Experience team creating a strong and empowered culture where colleagues can thrive as part of an inclusive and diverse team


  • Deep capability of delivering in an airline operational environment and ability to use multiple data sources to make decisions
  • Extensive experience of leading customer experience development and delivery at a strategic level in a large complex organisation
  • Financially astute, with experienced of managing significant capital and operating budgets
  • Extensive business planning and execution 
  • Extensive experience of strategic supplier relationship management (experience within airline catering and/or aircraft interiors is preferred)
  • Contract negotiation experience, working knowledge of airline and hospitality operations, product development
  • Exceptional leadership capabilities with the ability to influence, inspire and motivate at all levels
  • Able to create, deliver and lead long term strategy gaining buy in from stakeholders
  • Able to prioritise operational, urgent and strategic business issues effectively
  • Experienced delivering transformational change in a complex environment

 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.

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


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