Customer Reporting Manager- 12 Month FTC
Customer Reporting Manager- 12 Month FTC

Customer Reporting Manager- 12 Month FTC

Hounslow Full-Time 36000 - 60000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Drive customer and brand transformation initiatives, improving experiences for customers and colleagues.
  • Company: Join British Airways, the nation's flag carrier with over 100 years of history.
  • Benefits: Full-time role with opportunities for professional growth in a dynamic environment.
  • Why this job: Be part of a team that shapes the future of customer service in aviation.
  • Qualifications: Degree level education and strong analytical skills required.
  • Other info: Inclusive culture valuing diverse backgrounds and perspectives.

The predicted salary is between 36000 - 60000 £ per year.

Overview

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 Reporting Manager – 12 Month Fixed Term

An exciting opportunity to join the Customer Strategy & Transformation team as a Customer Reporting Manager has arisen. Working with the wider Customer and Brand directorate, this role will play a pivotal role in driving continuous improvement across Customer and Brand to deliver the transformation objectives and support change. This role will provide key oversight and reporting on the customer and brand portfolio and support the delivery of our vision.

What You’ll Do

  • Proactively look for ways to improve how the business operates for customers and colleagues, and build strong cases to get senior leaders on board with new ideas.
  • Work closely with the Head of Customer Transformation to manage a large portfolio aimed at improving customer and colleague experiences.
  • Take the lead in monitoring and reporting on the status of all transformation initiatives by tracking milestones, deliverables, risks, issues, dependencies, KPIs, and financials. Escalate concerns and conduct reviews to ensure benefits are realised.
  • Set and uphold high standards for project management, ensuring initiatives follow consistent processes and are delivered efficiently; use transformation tools to keep initiatives on track, meet deadlines, stay within budget, and deliver expected outcomes.
  • Act as a role model and mentor for business owners, helping them develop transformation skills and adopt best practices.
  • Collaborate with analytics and research teams to measure the impact of initiatives, using data to challenge and influence stakeholders to improve metrics like NPS and customer satisfaction.
  • Work with the Head of Transformation to prepare materials and updates for senior forums such as the Board, IAG, and BA SteerCo.

Your Experience

  • Educated to degree level or equivalent experience
  • Strong analysis experience
  • Experience working in/with analytics, finance, consulting, corporate strategy or strategic transformation
  • Thorough understanding of the key business drivers across the airline
  • Appreciation of the customer service environment and culture at both a premium and non-premium level
  • Understanding and interest in airline services, and hospitality environments
  • Effective communicator who has experience in sharing vision and plans and bringing people with me
  • Effective working with external and internal partners

What You’ll Bring To British Airways

  • Strong communicator and influencer, able to shape decisions at senior levels both inside and outside the organization
  • Thrives under pressure, managing multiple projects and tight deadlines effectively, maintaining performance under pressure
  • Strong attention to detail with a focus on quality balanced with pace, always maintaining high quality of output and accuracy
  • Proactive approach with advanced problem-solving skills and a strong understanding of broader business context
  • Strong analytical skills to interpret and synthesise data to drive insights and decision-making
  • Solid interpersonal skills with the ability to build strong relationships and collaborate at all levels
  • Comfortable working with ambiguity
  • Clear and articulate communication
  • Innovative and agile with the ability to translate industry trends into practical and scalable solutions

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 important, and we recognise that all 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 a culture where everyone can be themselves. We’re looking for people from all backgrounds and cultures to join us and be part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.

Seniority level

  • Mid-Senior level

Employment type

  • Full-time

Job function

  • Research, Analyst, and Information Technology
  • Industries: Airlines and Aviation

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Customer Reporting Manager- 12 Month FTC employer: British Airways

At British Airways, we pride ourselves on fostering a dynamic and inclusive work environment where innovation thrives. As a Customer Reporting Manager, you will be part of a team that values your insights and encourages professional growth, all while contributing to our mission of connecting Britain with the world. With a commitment to employee development and a culture that celebrates diversity, British Airways offers a unique opportunity to make a meaningful impact in the aviation industry.
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Contact Detail:

British Airways Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Customer Reporting Manager- 12 Month FTC

✨Tip Number 1

Network like a pro! Reach out to current or former employees at British Airways on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.

✨Tip Number 2

Prepare for the interview by knowing your stuff! Research British Airways' recent initiatives and be ready to discuss how your skills can help improve customer experiences. Show them you’re not just another candidate!

✨Tip Number 3

Practice makes perfect! Get a friend to do mock interviews with you. Focus on articulating your experience in analytics and transformation clearly, as these are key for the Customer Reporting Manager role.

✨Tip Number 4

Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the British Airways team.

We think you need these skills to ace Customer Reporting Manager- 12 Month FTC

Analytical Skills
Project Management
Communication Skills
Problem-Solving Skills
Data Analysis
Stakeholder Management
Attention to Detail
Collaboration
Influencing Skills
Customer Service Understanding
Change Management
Strategic Thinking
Interpersonal Skills
Ability to Work Under Pressure

Some tips for your application 🫡

Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Reporting Manager role. Highlight your relevant experience in analytics and project management, and show how your skills align with our transformation objectives.

Showcase Your Communication Skills: As a strong communicator, it’s essential to demonstrate this in your written application. Use clear and concise language, and don’t shy away from sharing examples of how you've influenced decisions or collaborated with teams in the past.

Highlight Your Analytical Prowess: We’re looking for someone with solid analytical skills, so make sure to include specific instances where you’ve used data to drive insights or improve customer experiences. This will help us see how you can contribute to our goals.

Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows your enthusiasm for joining British Airways as we continue to connect Britain with the world.

How to prepare for a job interview at British Airways

✨Know Your Numbers

As a Customer Reporting Manager, you'll need to demonstrate strong analytical skills. Brush up on key metrics like NPS and customer satisfaction scores. Be ready to discuss how you've used data in the past to drive insights and influence decisions.

✨Showcase Your Project Management Skills

This role requires high standards in project management. Prepare examples of how you've successfully managed multiple projects under tight deadlines. Highlight your experience with transformation tools and how you ensure initiatives stay on track.

✨Communicate Effectively

Effective communication is crucial for this position. Practice articulating your vision and plans clearly. Think about how you can bring people along with you, especially when discussing complex ideas with senior leaders.

✨Emphasise Your Collaborative Spirit

Collaboration is key in this role. Be prepared to share examples of how you've worked with both internal and external partners to achieve common goals. Show that you can build strong relationships and navigate ambiguity with ease.

Customer Reporting Manager- 12 Month FTC
British Airways
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  • Customer Reporting Manager- 12 Month FTC

    Hounslow
    Full-Time
    36000 - 60000 £ / year (est.)

    Application deadline: 2027-10-16

  • B

    British Airways

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