Head of Transformation - Customer Heathrow, England
Job description
This is a key time to be joining British Airways as we Build a Better BA. We take huge pride in our past – but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and warmth are the same special qualities that make us who we are. If you’re made of the same qualities as us, you could soon be part of the next chapter of our story. Together as one team, we’re connecting Britain with the world and the world to Britain like no one else
This role will be responsible for managing fundamental change from inception to delivery. Head of Transformation, Customer will lead the delivery of the Customer Transformation plan, working with senior leadership teams across the business to support change . The role will be accountable for driving continuous improvement to deliver the BA and IAG Customer transformation programmes and objectives. They will provide key oversight and strategic direction to a wide range of senior internal and external stakeholders as well as the wider Transformation team.
Duties will include -
- Enabling delivery of the Customer Transformation plan with BA Customer Experience Leadership Team, working collaboratively with stakeholders to deliver the customer transformation outlined to BA and IAG board.
- Identifying and demonstrating the need for innovative changes that will transform the BA operating environment, and deliver the required senior stakeholder buy in for implementation.
- Accountable for the Customer transformation agenda, ensuring that the transformation programme meets the fundamental change pillars endorsed by Management Committee.
- Demonstrating agile approach to transformation with deep understanding of area within business and ability to provide transformational solutions to current working practices.
Previous experience of programme and transformation change management, and a thorough understanding of the key business drivers across the airline will ensure you are seen as the internal Transformation expert within our Customer directorate
Our Corporate and Support roles come with big potential to make your mark on our business. The airline industry changes so fast that we’re constantly evolving and finding new ways to impress customers and get ahead of our competitors. If you’re an innovator and brave and bold thinker, you will be in your element at British Airways.
Your impact on British Airways will be rewarded with a competitive rewards package plus the opportunity to develop and progress your career in many directions.
Not only will you have the chance to further your career development within BA, you’ll have access to our competitive reward and benefits package. This includes core company paid benefits such as a Defined Contribution pension scheme, generous Life Assurance cover and a whole host of options to support your physical, mental and financial wellbeing. You can also sign up for a range of voluntary benefits such as Private Medical cover, Dental and Critical Illness cover, Technology Scheme, Cycle to Work and Electric Car Scheme. And of course, you’ll be able to enjoy the benefit of staff travel as soon as you join us
We are an equal opportunities employer and value diversity at British Airways. We do not discriminate on the basis of race, religion, age, marital status, veteran status or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities
