At a Glance
- Tasks: Lead and improve the customer experience strategy for BA Euroflyer.
- Company: Join the newest airline in the British Airways family.
- Benefits: Enjoy staff travel perks, competitive salary, and various employee benefits.
- Other info: Be part of a diverse team committed to innovation and inclusion.
- Why this job: Make a real impact on customer journeys in a fast-paced environment.
- Qualifications: Experience in customer experience and strong stakeholder management skills.
The predicted salary is between 47000 - 51000 £ per year.
BA Euroflyer
This is your chance to become part of the newest airline within the British Airways family.
BA Euroflyer was launched in 2022, serving a short-haul network of some of Europe’s most popular destinations from London’s Gatwick Airport.
It’s an exciting and fast-paced life when you’re working in one of the world’s most important travel hubs, and you’ll be part of a global gateway connecting with people from all walks of life and helping to make each and every journey original and unique.
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 exciting places, a job at BA Euroflyer is yours to make.
This is an airline where you’ll be able to create a real impact, right from the moment you join us.
The role
Customer Experience Lead
Our Customer team is responsible for shaping and improving the end-to-end journey for BA Euroflyer customers.
Using customer insight, operational performance and cross-functional collaboration, the team delivers initiatives that enhance satisfaction, strengthen loyalty and support the airline's strategic objectives.
What you’ll do
- Lead the delivery and continuous improvement of the BA Euroflyer customer experience strategy.
- Use customer insight, feedback and performance data to identify opportunities and drive measurable improvements.
- Own and deliver customer-focused projects and initiatives that enhance the end-to-end customer journey.
- Build strong relationships across operational, commercial and supplier teams to ensure customer priorities are embedded in decision-making.
- Manage customer governance activities, performance reviews and service standards to support consistent delivery of a premium customer experience.
- Act as a customer advocate, bringing the voice of the customer into key business discussions and decisions.
What you’ll bring to British Airways
- A passion for delivering exceptional customer experiences and driving continuous improvement.
- Strong stakeholder management and influencing skills, with the ability to engage and align diverse teams.
- A data-led approach, using customer insight and performance metrics to identify issues and opportunities.
- Excellent communication and presentation skills, with the ability to translate complex information into clear actions.
- Strong organisational skills and the ability to manage multiple priorities in a fast-paced environment.
- A proactive, collaborative mindset with the confidence to challenge and drive change.
Your experience
- Experience in customer experience, customer insight, service delivery, product, commercial or operational environments.
- A track record of delivering customer-focused improvements, projects or change initiatives.
- Experience analysing customer feedback, satisfaction metrics and operational performance data.
- Experience working with multiple stakeholders and influencing outcomes across teams.
- Experience managing supplier or partner relationships and holding teams accountable for performance.
- Previous experience within aviation, travel, hospitality, retail or other customer-centric industries would be advantageous.
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.
You will also receive many other perks such as Voluntary Private Healthcare, Cycle to Work, Electric Car Scheme, BA Euroflyer Pension Scheme, Free Eye Test, Access to Perks at Work, Travel Industry discounts and many more!
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.
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Customer Experience Lead in Crawley Down employer: British Airways
At British Airways, we pride ourselves on being an exceptional employer, offering a dynamic work environment where innovation and collaboration thrive. As a Lead Network Engineer, you'll enjoy unparalleled staff travel benefits, opportunities for professional growth, and a commitment to inclusion and diversity that ensures every voice is heard. Join us in shaping the future of air travel while enjoying a fulfilling career that truly takes you places.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Lead in Crawley Down
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at British Airways. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like British Airways before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Lead in Crawley Down
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to British Airways:Your cover letter is your chance to shine! Tell us why you want to work at British Airways specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at British Airways!
How to prepare for a job interview at British Airways
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
