Customer Experience Planning Lead

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: Customer Experience Planning Lead

At British Airways, we pride ourselves on delivering exceptional customer experiences, and we’re looking for individuals with the vision and drive to help us plan and deliver BA’s customer strategy! If you’re ready to make an impact, apply now to join our team of professionals!

The Role: Customer Experience Planning Lead

As a Customer Experience Planning Lead, you will play a key role in supporting the planning and delivery of BA’s customer strategy. Reporting to the Strategy Manager, you will contribute to strategic projects, perform detailed analysis, and help deliver recommendations that enhance the customer experience while meeting BA’s business objectives. This role requires analytical rigour, excellent communication skills, and the ability to collaborate across multiple teams.

What You’ll Do:

• Conduct analysis to support key customer strategy decisions, including analysing customer investment plans and benchmarking BA’s performance against competitors.
• Monitor industry trends, conduct competitive analysis, and identify risks and opportunities to inform customer experience initiatives.
• Provide support for the development of the Customer and Brand business plan, ensuring the customer experience strategy is embedded throughout.
• Build and maintain strong relationships with cross-functional teams, including insight, analytics, transformation, and Customer and Brand teams, to ensure alignment on strategy and plans.
• Prepare and deliver clear, concise, and impactful presentations to stakeholders up to Director level, distilling complex analysis into actionable insights.

What You’ll Bring to British Airways:

• Strong analytical skills, with experience in data analysis, forecasting, and translating insights into actionable recommendations
• Proficiency in using data tools (Excel, PowerPoint) and presenting findings effectively
• Clear, logical thinker, able to shape a project and formulate methodologies from basic descriptions
• Self-starter with ability to work with limited support, owning issues and tackling them pro-actively
• A collaborative mindset, with proven experience building relationships and working across multiple teams and stakeholders
• Excellent communication skills, including the ability to create and deliver presentations to senior audiences.
• Flexibility in a rapidly changing and developing environment
• A good understanding of the airline industry would be helpful

Your Experience:

• Strong analytical experience and desirably previously worked in Consulting, Strategy, Analytics, Finance
• Educated to degree level or equivalent experience
• Experienced in planning, achieving change, and building insights to drive improved decision-making
• Understanding of the aviation business, airline economics and competitor activity an advantage

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.

if you wish to find out more about the role please contact Elizabeth Pearson elizabeth.pearson@ba.com