The Heathrow development function acts on the direction set by the Strategy team, informed by data/insight, to determine, develop, deliver and measure the best solutions to meet business needs, be it through People, Process, Technology or Infrastructure change. The development team shapes, improves and influences the experience of millions of passengers who pass through the airport every year.
Managing a team of Process Improvement leads, the Process Improvement Manager works across the complex Heathrow environment to deliver process improvement initiatives that improve efficiency, quality, service and value for customers, while developing and delivering the Process Improvement Strategy. The role works collaboratively across the development team and the wider business to understand business process challenges/ inefficiencies, influencing and shaping solutions spanning technology, infrastructure, people and process change for the benefit of the Heathrow operation.
Responsibilities
- Shape and deliver process improvements that improve efficiency, service and value
- Identify process challenges and turn them into clear, practical improvements
- Work across teams to embed consistent and effective ways of working
- Use data and insight to measure progress and support decision‑making
- Manage a pipeline of improvement activity to deliver measurable results
Qualifications
- Experience delivering process or operational improvement activity
- Ability to work with a wide range of teams and stakeholders
- Ability to review data and draw clear, practical insights
- Experience using process mapping or similar tools
- Understanding of improvement methods such as Lean or similar approaches
- Experience supporting or managing team delivery and outcomes
- Lean Six Sigma certification required, Black Belt preferred or Green Belt with strong background and experience utilising tools and methodology.
Ideally, you will also have
- Experience in a complex operational environment
- Experience balancing cost, pace and service outcomes
