Head of Governance & Customer Disruption - 12 Months FTC

Head of Governance & Customer Disruption – 12 Month Fixed Term Contract

We are easyJet – a FTSE listed, multi‑billion low‑cost airline serving tens of millions of customers each year.

Overview

We fly more than 1,207 routes, connecting 38 countries across Europe and employ over 18,000 colleagues. Our mission is to make low‑cost travel easy and to connect millions of people to what they love using Europe’s best airline network, great value fares and friendly service.

Read on if you

• Have strong leadership experience within a complex operational or aviation environment
• Enjoy driving continuous improvement, governance and transformation at pace
• Thrive on managing disruption and delivering the best outcomes for customers
• Can influence senior stakeholders and lead cross‑functional collaboration
• Can be at our Luton head office 3 × per week

The Team

You will be part of our Integrated Control Centre within the Network Control Team, the heartbeat of our day‑to‑day operation. This team keeps our network running smoothly by coordinating aircraft, crew, schedules and customer experience in real time while planning ahead to ensure resilience across future operations.

You will work closely with teams across Flight Operations, Scheduling, Ground Operations, Customer Experience, Safety and Engineering, delivering a safe, compliant and reliable operation for our customers.

The Role

As Head of Governance & Customer Disruption you will report to the Director of Network Control, lead the strategy and delivery of customer disruption management and governance across the function, and ensure robust, compliant and efficient operations.

You will oversee disruption handling on the day of operation – including customer communications, hotel and transport logistics, minimising EU261 exposure and managing associated costs – and lead governance frameworks, audit activity, safety and quality processes, continuous improvement and Network Control training programmes.

This high‑impact role has accountability for leadership, capability and transformation across a team of around 65 colleagues, driving continuous improvement and shaping the future of Network Control.

Key Responsibilities

• Lead and develop teams across Training, Customer Disruption, Continuous Improvement, Safety & Quality and Data Analysis
• Own customer disruption performance, ensuring effective decision making and strong customer outcomes during operational challenges
• Drive governance frameworks to ensure compliance with safety, regulatory and operational standards
• Oversee quality monitoring procedures, audit activity, safety reporting and risk management, including departmental risk registers and mitigation strategies
• Manage service level agreements, ensuring performance is monitored and improved where required
• Lead recruitment, training, succession planning and capability development across the function
• Drive continuous improvement initiatives and contribute to the wider Network Control strategy
• Partner with technology and business change teams to deliver operational and digital transformation
• Support business continuity and crisis management planning

Requirements of the Role

What we’re looking for

• Proven leadership experience within aviation or a highly regulated operational environment
• Strong understanding of airline operations and relevant regulations including EASA and EU261
• Demonstrated experience delivering large‑scale change and transformation programmes
• Excellent analytical skills with a track record of improving processes and performance
• Strong communication and influencing skills, with the ability to engage at all levels
• Ability to make decisions and perform under pressure in a fast‑paced environment
• Experience managing complex stakeholder relationships and cross‑functional programmes
• A proactive, self‑starting approach with the ability to balance strategic thinking and operational delivery
• A passion for developing teams and building capability for the future

What you’ll get in return

• Up to 30% maximum bonus
• PMI
• 7% pension contributions
• Excellent staff travel benefits
• 25 days of annual leave plus bank holidays
• Annual credit towards an easyJet holiday
• Various flexible benefits and extras

Practicalities

This full‑time role will be based in Luton and will be 40 hours per week. We support hybrid working and spend 60% of our time per month in the office.

Reasonable Adjustments

At easyJet we are dedicated to fostering an inclusive workplace that reflects the diverse customers we serve across Europe. We welcome candidates from all backgrounds. If you require specific adjustments or support during the application or recruitment process, such as extra time for assessments or accessible interview locations, please contact us at ma.recruitment@easyjet.com. We are committed to providing reasonable adjustments throughout the recruitment process to ensure accessibility and accommodation.