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.
Are you passionate about influencing exceptional customer experiences and driving transformational change? We are seeking a strategic-minded individual to join our team as a Global Customer Care – Customer Proposition Lead at British Airways. In this role, you will play an important part in defining and executing our customer care policies, propositions, and strategies while ensuring alignment with our overarching business goals.
As a Global Customer Care – Customer Proposition Lead, you will report directly to the Customer Care Manager, accountable for the development, evolution, and governance of British Airways customer care policies and propositions, ensuring customer focus and commercial benefit. The current vacancy is for an individual able to support the evolvement of our channel strategy for Customer Care. You will play a key part in shaping the vision for the channels we will use for Customer Care in the future and determining the sequencing of how we make the transformation needed.
Key accountabilities include –
- Collaborating with cross-functional teams to represent Global Customer Care and ensure that our propositions align with strategic objectives.
- Driving the vision and strategy for servicing, selling through service, and service recovery within Global Customer Care.
- Monitoring the implementation of strategic initiatives and measuring their success against predefined outcomes and success metrics.
- Keeping ahead of industry best practices and market trends to inform our service strategy and maintain competitiveness.
- Championing continuous improvement and efficiency while adhering to compliance and legal requirements.
- Engaging stakeholders and subject matter experts to advocate for customer-centric decisions that drive commercial benefits and support transformation goals.
- Leading initiatives aimed at delivering new or enhanced customer propositions, leveraging technology and process capabilities.
Key experience –
- Demonstrated ability to make sound decisions in dynamic environments.
- Proven track record of driving change on a large scale and implementing continuous improvement initiatives.
- Experience in maintaining an external perspective to inform strategic recommendations and ensure competitiveness.
- Strong problem-solving skills with a proactive approach to finding solutions.
- Proficiency in operational management, people leadership, and stakeholder engagement.
- Technical or service proposition experience and knowledge.
Please also be aware that should you be successful, the first stage of assessment will take place on Wednesday 13th March.
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.