Lounge Development Executive 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
Exciting opportunity to join our Brand and Customer Team as our Lounge Development Executive, to improve BA’s lounges worldwide and enhance the customer experience.
Collaborating with various internal and external partners, you will be involved with leading a variety of lounge projects from long term strategic refurbishments to tactical quick wins. This involves balancing the needs of different stakeholder groups, and ensuring the customers’ needs are prioritised. Accountable for gaining agreement for initiatives, developing business cases, and ensuring projects are delivered on time, to budget and meet the necessary success criteria.
Note, role requires some international travel.
Duties will include -
- Accountable for owning the delivery of lounge improvement initiatives aimed at delivering a seamless customer experience, including lounge redevelopments, lounge refreshes and tactical improvements.
- Handles the continuous improvement of products, processes and services across the lounge experience, seeing opportunities and gaps.
- Acts as point of contact for lounge development across the company, helping to ensure the customer experience is consistent across the world.
- Builds strong collaborative working relationships with both internal and external partners, ensuring agreement is received from all key stakeholder groups and their needs are met.
- Works effectively with partners to ensure projects are delivered on time and meet the success criteria.
- Works effectively with the Finance Department to ensure projects are delivered to budget, improving value for the customer.
- Ability to extrapolate key customer insights and market trends from data, developing these into innovative, yet attainable solutions.
- Ability to identify strength and weaknesses within potential initiatives, making trade offs where required to deliver the best solution for the customer.
- Ability to mentor and develop team members to ensure knowledge is shared, enabling a flexible team and an optimised customer lounge experience.
The successful postholder will be customer advocates, have an interest in design, hold the ability to manage stakeholder relationships, and have the tenacity to manage projects through to completion.
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
