Head of Cabin Crew Strategy & Delivery

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:

Head of Cabin Crew Strategy and Delivery

At British Airways, our people are at the heart of everything we do and nowhere is this more visible than in our Cabin Crew. We’re looking for a Head of Cabin Crew Strategy and Delivery to lead the development and implementation of our medium to long-term Cabin Crew strategy. Working alongside senior leadership and partners across the business, you will play a central role in guiding the direction of one of our most essential frontline teams, ensuring they’re set up for success today and into the future.

This is a strategic leadership role designed for someone who thrives in data-rich environments, is comfortable taking calculated risks, and brings a fresh, forward-thinking approach to complex challenges. We’re looking for someone who isn’t afraid to question the norm, drive change, and deliver measurable impact.

What You’ll Do:

• Lead the development and delivery of the Cabin Crew strategy in alignment with our overall brand and customer goals.
• Monitor performance across strategic and operational plans, driving continuous improvement and innovation.
• Use data and insights to influence Cabin Crew’s Customer Experience investment and business case development.
• Manage cross-departmental projects, resource planning, and financial forecasting to ensure delivery against targets.
• Partner with key stakeholders across the business, including Finance, Strategy, Operations, and the wider Cabin Crew Leadership team.
• Drive performance against critical KPIs including CSAT, NPS, CASK/RASK, engagement scores, and productivity.
• Ensure strategic alignment with resourcing, financial, and industrial planning frameworks.

What You’ll Bring to British Airways:

• A collaborative leadership style, able to work across functional areas and inspire high performance.
• Strong analytical and commercial acumen, with a structured and strategic mindset.
• Excellent interpersonal and communication skills, able to influence and engage senior stakeholders.
• Passion for continuous improvement, data-led decision making, and creating meaningful change in large-scale environments.

Your Experience:

• Proven experience of working closely with senior leaders to develop and deliver business strategies (essential).
• Experience of proactively mitigating risk and delivering change in complex, fast-moving environments (essential).
• Expertise in using insights to assess performance and lead improvements in service and cost outcomes (essential).
• Previous experience in corporate strategy (essential).
• Experience managing people and leading high-performing teams (essential).
• Background in highly industrial or unionised environments (desirable).

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.