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Design Lead

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British Airways

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Location:
United Kingdom , London

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

As a Design Lead, you’ll turn our customer care strategy into real, impactful experiences, designing journeys that are insight-led, scalable, and aligned with business goals. You’ll work across teams to embed design thinking and ensure the voice of the customer drives decision-making. As the strategy matures, you’ll evolve the build function into a continuous capability, using AI and new technologies to build intelligent, adaptive, and future-ready experiences.

Job Responsibility:

  • Translate CX Strategy into Actionable Design Initiatives - Lead the design and delivery of customer journeys aligned with strategic goals and ensure customer care principles are embedded across all touchpoints
  • Cross-Functional Collaboration - Partner with Product, Tech, Ops, and Care teams to co-create solutions that meet customer needs and act as a bridge between strategic intent and operational execution
  • Customer Insight Integration - Use qualitative and quantitative data to inform design decisions and champion voice-of-the-customer programmes and ensure feedback loops are closed
  • Design Governance & Standards - Establish and maintain CX design principles, toolkits, and frameworks and ensure consistency and quality across all customer-facing experiences
  • Prototyping & Testing - Lead rapid prototyping and testing of new experiences and validate builds through customer testing and iterate based on insights
  • Operational Resilience - Be an advocate for the operation by supporting in times of disruption in a way determined to your location

Requirements:

  • Expertise in CX, service design, and journey mapping
  • Strong data literacy and customer insight integration
  • Skilled in engaging and influencing collaborators
  • Proficient in prototyping or testing
  • Awareness and practice in tech trends (AI, automation, etc.)
  • Agile approach and experience in iterative delivery
  • Clear communicator and confident design leader
  • Ability to define and track CX metrics (e.g. NPS, CSAT, CES)
  • Proactive by nature
  • Excellent communication skills, both written and verbal
  • Excellent resilience and can cope well with pressure
  • Strong people management including ability to manage indirect teams & stakeholders
  • Excellent interpersonal skills – able to influence stakeholders (including at senior levels)
  • Strong team worker with strong influencing and negotiation skills
  • Proven experience in CX, service design, or experience strategy roles
  • Strong track record of leading cross-functional design initiatives
  • Familiarity with agile delivery and working in tech-enabled environments
  • Familiar with working within and creating governed environments
  • Track record of implementing service design changes that have driven measurable improvements in CX, commercial outcomes, productivity etc

Additional Information:

Job Posted:
February 16, 2026

Expiration:
February 27, 2026

Employment Type:
Fulltime
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