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British Airways Logo British Airways · Customer Service

Customer Delivery Lead

United Kingdom, London · Job Posted April 05, 2026
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Job Description

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.

Job Responsibility

  • 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

Requirements

  • 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

  • Unlimited basic and premium standby tickets on British Airways flights
  • Up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family
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