Delivery & Optimisation Lead

• Act as a leader in establishing a transformation capability programme within Customer Care, building internal expertise in change leadership, agile delivery and continuous improvement
• Lead the delivery of change and continuous improvement initiatives across Customer Care, including the delivery of planning and mobilisation phases and work with stakeholders, operations, and business teams to seamlessly transition People, Process and Technology changes in a structured and organised manner
• Act as an advisor to business and operations teams, sharing expertise in transformation techniques and continuous improvement methodologies
• Partner with adjacent business areas to influence and embed change impacting Customer Care from outside in
• Strategic connector between Customer Care and wider business functions, aligning transformation initiatives with business priorities and customer experience goals
• Chair appropriate Risk & Governance Boards for Customer Care, ensuring compliance, risk mitigation and alignment with enterprise transformation standards
• Adopt and utilise standardised change processes and tools, including the development of storyboards which articulate rationale for change, the creation of communication and engagement strategies, the implementation of end-to-end change strategies encompassing communications, training and reward, and support for business areas in the recruitment and engagement of change champions and Subject Matter Experts (SME’s)
• Ensures colleagues are equipped and engaged throughout the transformation lifecycle
• Use AI and data and analytics to identify improvement opportunities investigate root causes and implement sustainable solutions
• Champion a culture of continuous improvement and agility across global teams add be accountable for the delivery of measurable business outcomes across the change portfolio, including cost reduction, customer satisfaction uplift, and operational

• Deep commercial awareness with ability to align change and improvement initiatives to BA’s strategic priorities and evolving customer expectations
• Demonstrated ability to lead through ambiguity and drive behavioural change at scale, using structured change methodologies (eg ADKAR)
• Proficient in using AI-driven data and analytics to identify improvement opportunities, measure impact and inform decision-making
• Excellent interpersonal skills with a proven track record to communicate, influence and negotiate
• Proven ability to lead cross-functional change forums, ensuring consistent execution and adaptation of transformation strategies across diverse markets and supplier ecosystems
• Comfortable working with digital tools and platforms (eg Microsoft Copilot, PowerBI, CRM) to support transformation delivery and continuous improvement
• Drives a culture of innovation and continuous improvement, establishing and leading innovation labs within Customer Care to pilot emerging technologies, AI-driven solutions and new service models
• Technical expertise in contact deflection & containment
• Proficient in change methodologies (eg PROSCI, ADKAR)
• Proficient in agile methodologies (eg SAFE)
• Proficient in continuous improvement methodologies (eg Lean Six Sigma)
• Successful application of delivering tangible benefits into the organisation by applying change management techniques
• Experience in using portfolio management tools (e.g. WAVE) – desired
• Track record of delivering effective containment and deflection

Experience in using portfolio management tools (e.g. WAVE)

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