At a Glance
- Tasks: Lead governance and customer disruption management for a major airline.
- Company: Join easyJet, a leading low-cost airline connecting millions across Europe.
- Benefits: Enjoy competitive salary, bonus potential, staff travel perks, and generous leave.
- Other info: Hybrid working model with excellent career development opportunities.
- Why this job: Make a real impact in aviation while driving continuous improvement and transformation.
- Qualifications: Proven leadership in aviation or regulated environments with strong analytical skills.
The predicted salary is between 75000 - 90000 £ per year.
We are easyJet – a FTSE listed, multi‑billion low‑cost airline serving tens of millions of customers each year. 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.
Overview
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. We are committed to providing reasonable adjustments throughout the recruitment process to ensure accessibility and accommodation.
Head of Governance & Customer Disruption - 12 Months FTC in London employer: Easyjet
easyJet is an exceptional employer, offering a dynamic work environment where innovation and sustainability are at the forefront of our mission. As a Future Fuels Manager based in Luton, you'll benefit from a strong focus on employee growth, competitive bonuses, and excellent travel perks, all while contributing to our ambitious sustainability goals. Our collaborative culture encourages you to build meaningful relationships with industry leaders, ensuring your role is both impactful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Governance & Customer Disruption - 12 Months FTC in London
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We think you need these skills to ace Head of Governance & Customer Disruption - 12 Months FTC in London
Some tips for your application 🫡
Show Us Your Leadership Skills:In the corporate leadership and management field, it's essential to highlight your leadership experience. Use your CV to flesh out examples of how you've led teams to success or managed significant projects. We want to see specific instances where your actions made a tangible difference in your previous roles!
Quantify Your Achievements:Numbers talk, especially in management! When detailing your achievements in your CV or cover letter, don’t just say you improved team performance. Instead, say you boosted productivity by 30% over six months through effective strategy implementation. This makes your application pop and shows us what you can bring to Easyjet.
Craft a Compelling Cover Letter:Your cover letter is your chance to narrate your professional journey. We’re looking for motivation and a clear understanding of what corporate leadership means to you. Dive into your aspirations and how they align with the values and vision of Easyjet. Make it personal – we want to get to know you!
Tailor Your CV for Management Roles:Ensure your CV reflects the management skills that are essential for this role. Focus on competencies like strategic planning, team building, and problem-solving. Use a clean layout, and don’t forget to align your experiences with those keywords mentioned in the job listing. This will help you stand out from the crowd!
How to prepare for a job interview at Easyjet
✨Showcase Your Leadership Style
You’ll want to thoroughly convey your unique approach to leadership. During the interview with Easyjet, be ready to share real-life examples of how you've inspired and motivated teams in the past. Think about specific achievements that illustrate your strategic thinking and your ability to drive results.
✨Brush Up on Management Theories
Expect some technical questions related to management theories and practices. Brush up on concepts like transformational leadership, servant leadership, or situational leadership. Be prepared to discuss how you would apply these theories to the role at Easyjet, especially in the specific context of the challenges they’re currently facing.
✨Craft Your Vision for the Company
Since this is a full-time leadership role, spending time thinking about your vision for Easyjet could really set you apart. Consider potential strategies for growth and how you would lead teams towards achieving them. This shows not just enthusiasm, but also strategic foresight that they’ll likely be looking for in a candidate.
✨Emphasise Team Dynamics and Culture
In corporate leadership, team dynamics and organisational culture are everything. Be ready to discuss how you've fostered a positive work environment in previous roles. Bring up examples of how you've managed diverse teams effectively—this will resonate well at Easyjet as they’re likely seeking a candidate who can enhance their workplace culture.
