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3 months ago
British Airways
Location: London, London Heathrow Airport
Job type: Permanent
Contact: Recruitment
Category: Customer Service Jobs, Executive Positions Jobs, Senior Manager Jobs

Head of Ground Experience

Competitive salary + excellent benefits

Heathrow

Role summary

At British Airways, we aim to delight our customers long before they’re in the air. Taking on the high-profile role of the Head of Ground Experience at Heathrow, you’ll thrive on the challenge of delivering an innovative, digitally minded, best-in-class, arrival-to-departure Ground experience within viable financial and operational parameters.

We put customers at the heart of everything we do. So you’ll ensure their views are heard as you design and develop a Ground proposition that exceeds expectations. You’ll also work with our Marketing & Brand and other teams to deliver a range of initiatives. It’s the ideal role for a true customer champion with outstanding project management skills, strong commercial acumen and broad financial understanding.

Main responsibilities

Aligning all aspects of the Ground experience to our Masterbrand, customer segment strategies and customer experience objectives, you’ll deliver a range of compelling product and service initiatives that harness customer insight and intelligence. The commercialisation of 32 British Airways’ lounges and 150 third-party lounges worldwide – as well as the development and on-budget delivery of the global lounge hospitality, food and beverage proposition – will be a prime focus. Our arrivals service, check-in and innovations such as bio-boarding and digital bag-tagging will also be on your radar.

This is a very much a ‘lead-from-the-front’ role. You’ll define the capital investment strategy and set a clear CAPEX plan, as well as taking ownership of business cases for new Ground initiatives. We’ve fostered a culture of collaboration at British Airways, and you’ll work closely with our Operations, Properties, Finance and Customer Programmes teams to ensure that projects are completed to budget, specification and the highest standards of customer satisfaction.

About you

Of graduate calibre, you’ll need extensive, relevant experience that demonstrates your ability to shape strategy and carry it forward to deliver practical and compelling commercial solutions to complex, cross-functional issues. Digitally savvy, you’ll have business flair in abundance, detailed understanding of premium customer experience and hospitality, plus knowledge of financial metrics and processes.

You’ll be an inspirational leader, an accomplished project/programme manager, an innovative thinker and a creative problem solver. Strong influencing, supplier management and stakeholder relationship-building skills will be key, as will experience of using data to support decision-making and first-hand knowledge of a continuous improvement environment.

If you can influence our customers’ complete journey with us, this could be the opportunity to take a quantum leap in your career. Find out more and apply below

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