Knowledge & Process Executive in Newcastle upon Tyne

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.

What you’ll do:

• Designs and maintains the Customer Care knowledge bases and process library. Ensures content is accurate, accessible, and structured to deliver exceptional customer experiences through agent support and AI-enabled ‘next best action’ tool.
• Publish clear, concise, and accurate knowledge articles for use by contact centre agents and AI platforms and develop and maintain end-to-end process flows and ‘decision trees’ to support AI decision-making and agent guidance tools.
• Uses Contact Centre insight tools to continually improve knowledge articles and process efficiencies, ensuring documentation remains current.
• Collaborate with SMEs, operational teams, and compliance to validate, test and refine content for digital and automated channels.
• Analyse content performance data, agent feedback, and AI analytics to identify gaps and enhance knowledge efficiency.
• Support training teams by ensuring knowledge articles are aligned with learning materials. Closing the feedback loop and work with stakeholders to upkeep policy documentation.
• Support the implementation of new initiatives and changes to customer policy are properly formed, delivered, and embedded into our Contact Centre processes, ensuring the resulting policy is clearly understood by both customers and colleagues.
• Contributor on Knowledge and Process on projects to ensure BA is compliant and to support colleagues in the operation.
• Using AI-driven data and analytics to identify improvement opportunities, measure impact and inform decision making.
• Support automation and AI initiatives by ensuring processes are well-defined and suitable for digital enablement.
• Builds and maintains face-to-face relationships with advisors/Team leaders in order to improve knowledge for the whole airline.

The position can be based in either Newcastle or Manchester.

What you’ll bring to British Airways:

• Proficient at using AI-driven data and analytics to identify improvement opportunities, measure impact and inform decision making.
• Ability to significantly improve and simplify processes.
• Ability to analyse and interrogate data to provide informed customer centric actions and outcomes.
• Resourceful in finding solutions.
• Skilled in writing/documenting clear, concise, and structured knowledge articles/process maps.
• Skilled in building and nurturing strong cross-functional relationships to foster collaboration and shared understanding.
• Proactively connects teams and insights across the airline.
• Technical expertise in customer contact deflection & containment.

Your experience:

• Experience with knowledge management systems (e.g., SharePoint, Salesforce Knowledge, Zendesk Guide).
• Process mapping and improvement skills e.g DPAStrong experience with AI and automation concepts.
• Innovative thinking and creative problem solving.
• Experience in delivering continuous improvement.
• Track record of delivering effective containment and deflection.

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.