Process Improvement Manager in London

Together, we’re working to welcome millions more passengers, while ensuring aviation can continue to be a force for good by leading global efforts in sustainability. Join Heathrow’s Development team and you’ll be part of this, making every journey better for millions each year, now and in the future. We’re the team that’s responsible for our multi‑billion pound programmes to successfully transform Heathrow into an extraordinary airport, whilst delivering outstanding value for passengers and airlines. Development covers project management, process improvement, business change, master‑planning, infrastructure and our ambitious capital investment programmes. This includes Heathrow Expansion, the UK’s biggest privately funded infrastructure project and flagship for delivering lasting economic growth.

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.

Your role will involve:

• 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

These Skills Are Essential:

• 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

Heathrow is an amazing backdrop to a career filled with unique opportunities. Every day, you’ll discover a world full of fresh possibilities and end the day buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.

Our rewards include competitive salaries and excellent benefits that will support you now and in the future. As well as performance‑based annual bonuses and our longer‑term Share in Success Bonus plans, we also offer generous annual leave allowances and market‑leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we’ll support you to be at your best inside and outside work. And of course, we’ll provide varied learning and development opportunities too.

Our Hybrid working approach offers the opportunity for colleagues in some roles to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of Heathrow. Working arrangements vary from team to team and will be confirmed during the recruitment process. You’ll need to be based in the UK and within a commutable distance to Heathrow.

As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger – not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With five diversity networks, we champion inclusivity and celebrate individuality.