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For Companies At a Glance
- Tasks: Lead customer experience planning and support strategic projects to enhance BA's customer strategy.
- Company: Join British Airways, a leading airline committed to delivering exceptional customer experiences.
- Benefits: Enjoy a collaborative work environment with opportunities for professional growth and development.
- Why this job: Make a real impact on customer experience while working with diverse teams and stakeholders.
- Qualifications: Strong analytical skills and experience in data analysis; degree level education preferred.
- Other info: Flexibility and adaptability are key in this fast-paced airline industry role.
The predicted salary is between 43200 - 72000 £ per year.
As a Customer Experience Planning Lead, you will play a key role in supporting the planning and delivery of BA’s customer strategy. Reporting to the Strategy Manager, you will contribute to strategic projects, perform detailed analysis, and help deliver recommendations that enhance the customer experience while meeting BA’s business objectives. This role requires analytical rigour, excellent communication skills, and the ability to collaborate across multiple teams.
What You’ll Do:
- Conduct analysis to support key customer strategy decisions, including analysing customer investment plans and benchmarking BA’s performance against competitors.
- Monitor industry trends, conduct competitive analysis, and identify risks and opportunities to inform customer experience initiatives.
- Provide support for the development of the Customer and Brand business plan, ensuring the customer experience strategy is embedded throughout.
- Build and maintain strong relationships with cross-functional teams, including insight, analytics, transformation, and Customer and Brand teams, to ensure alignment on strategy and plans.
- Prepare and deliver clear, concise, and impactful presentations to stakeholders up to Director level, distilling complex analysis into actionable insights.
What You’ll Bring to us:
- Strong analytical skills, with experience in data analysis, forecasting, and translating insights into actionable recommendations
- Proficiency in using data tools (Excel, PowerPoint) and presenting findings effectively
- Clear, logical thinker, able to shape a project and formulate methodologies from basic descriptions
- Self-starter with ability to work with limited support, owning issues and tackling them pro-actively
- A collaborative mindset, with proven experience building relationships and working across multiple teams and stakeholders
- Excellent communication skills, including the ability to create and deliver presentations to senior audiences.
- Flexibility in a rapidly changing and developing environment
- A good understanding of the airline industry would be helpful
Your Experience:
- Strong analytical experience and desirably previously worked in Consulting, Strategy, Analytics, Finance
- Educated to degree level or equivalent experience
- Experienced in planning, achieving change, and building insights to drive improved decision-making
- Understanding of the aviation business, airline economics and competitor activity an advantage
Customer Experience Planning Lead employer: DiverseJobsMatter
Contact Detail:
DiverseJobsMatter Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Planning Lead
✨Tip Number 1
Familiarize yourself with the latest trends in the airline industry. Understanding current market dynamics and competitor strategies will help you stand out during discussions and interviews.
✨Tip Number 2
Practice your analytical skills by working on real-world case studies or simulations related to customer experience. This will not only enhance your problem-solving abilities but also give you concrete examples to discuss during your interview.
✨Tip Number 3
Network with professionals in the airline and customer experience sectors. Building relationships can provide you with insights into the role and may even lead to referrals, increasing your chances of landing the job.
✨Tip Number 4
Prepare to showcase your presentation skills. Since the role involves delivering impactful presentations, consider creating a mock presentation based on a customer strategy topic to demonstrate your ability to distill complex information into actionable insights.
We think you need these skills to ace Customer Experience Planning Lead
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Customer Experience Planning Lead position. Highlight key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to emphasize your analytical skills and experience in data analysis, forecasting, and strategic planning. Use specific examples that demonstrate your ability to translate insights into actionable recommendations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the airline industry and your collaborative mindset. Mention how you can contribute to BA’s customer strategy and provide examples of past experiences where you successfully worked across teams.
Prepare for Presentations: Since the role involves preparing and delivering presentations, practice summarizing complex analyses into clear, concise insights. Be ready to discuss how you would approach presenting findings to senior stakeholders.
How to prepare for a job interview at DiverseJobsMatter
✨Showcase Your Analytical Skills
Be prepared to discuss your experience with data analysis and how you've used it to drive decision-making in previous roles. Bring examples of how you've translated complex data into actionable insights.
✨Demonstrate Communication Prowess
Since the role requires excellent communication skills, practice delivering a concise presentation on a relevant topic. Focus on how you can distill complex information into clear, impactful messages for stakeholders.
✨Highlight Collaborative Experiences
Prepare to share specific examples of how you've successfully collaborated with cross-functional teams. Emphasize your ability to build relationships and align strategies across different departments.
✨Stay Informed About Industry Trends
Research current trends in the airline industry and be ready to discuss how these could impact customer experience initiatives. Showing that you're knowledgeable about the industry will demonstrate your commitment to the role.
