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