Head of Customer Service Experience (18-months) in Hounslow

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. 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.

At British Airways, we're focused on delivering a customer experience that matches the quality of our brand. As customer expectations continue to evolve, we're looking for a strategic leader to redefine how service is experienced across every stage of the customer journey. This is a high-profile role with the opportunity to lead the future direction of service across the airline.

Working with senior stakeholders from across customer-facing teams, you'll define a clear service strategy and create the frameworks, standards and principles that bring our brand promise to life in a consistent and meaningful way. You'll combine customer insight, service design thinking and practical business experience to translate service theory into an approach that works in the real world, helping teams across the business deliver a more joined-up experience for customers.

A key focus of the role will be identifying and closing the gap between what customers expect from the British Airways brand and what they experience across our products, digital channels and service touchpoints. This role would suit someone who has successfully developed and embedded customer experience or service design frameworks within a complex, matrix organisation, working across multiple stakeholders, customer-facing teams and regulated environments to deliver lasting change.

What You'll Do

• Define and evolve British Airways' customer service strategy and service framework, creating a consistent approach to service across the end-to-end customer journey.
• Identify opportunities to improve customer experience, close expectation gaps and drive measurable improvements in customer outcomes, service performance and NPS.
• Translate customer experience, service design and service excellence principles into practical standards, tools and guidance that can be adopted across customer-facing teams.
• Build strong relationships with senior stakeholders across Customer, Digital, Operations and frontline teams, creating alignment behind a shared vision for service.
• Lead the governance, continuous improvement and change activity required to embed service standards, behaviours and ways of working across British Airways.

What You'll Bring To British Airways

• Strong strategic thinking combined with the ability to turn ideas into practical, business-focused solutions.
• Excellent stakeholder management and influencing skills, with the confidence to engage effectively at senior levels.
• A strong customer focus, with a passion for improving experiences and delivering meaningful outcomes.
• Experience leading change and building commitment across multiple teams and business areas.
• Strong communication and analytical skills, using insight and performance data to inform decisions and drive improvement.

Your Experience

• Significant experience in Customer experience / service transformation (desirable).
• Operations, hospitality, airline or similar service-led environments (essential).
• Proven track record delivering measurable improvements in customer outcomes (essential).
• Experience influencing and operating at senior leadership / executive level (essential).
• Strong understanding of airline operations and customer journeys (desirable).
• Experience working with third-party providers and managing service standards (desirable).

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.