Ground Experience Executive

3 weeks ago

Heathrow, United Kingdom British Airways Full time

This is a key time to be joining British Airways as we Build a Better BA. We take huge pride in our past - but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and warmth are the same special qualities that make us who we are. If you’re made of the same qualities as us, you could soon be part of the next chapter of our story. Together as one team, we’re connecting Britain with the world and the world to Britain like no one else

**ROLE INFORMATION**

We’re looking for a customer centric individual to ensure the delivery and innovation of a world class seamless airport ground experience.

This is a really exciting role that holds a huge amount of autonomy to improve the ground proposition utilising customer insight, internal/external experiences and creativity. The scope enables a varied portfolio of work and opportunity to work with a variety of stakeholders both internally and externally.

A proactive and creative approach are a must for this role, along with a proven ability to influence, enabling the delivery of projects to improve the customer ground experience. To succeed, you will need to work collaboratively across a wide range of stakeholders to drive continuous improvement to meet our customers needs.

A degree of travel may be required to better understand the British Airways Ground Experience.

Key accountabilities include:

- Accountable for building creative and strategic plans to innovate the customer experience across our global airports.
- Leads the delivery of ground initiatives aimed at driving a seamless customer experience e.g., check-in, boarding, arrivals and connections.
- Builds strong collaborative relationships with key stakeholders across UK and Worldwide Airports, ensuring maximum buy in from both groups by helping to fix problems and drive consistency in the ground experience.
- Acts as the point of contact for global ground experience across the company, helping to ensure consistency across the world.
- Is the gatekeeper for ground standards, ensuring they are in line with customer needs and delivered to Ground Specification by our airports teams.
- Accountable for the improvement of touchpoint customer satisfaction and NPS results globally.
- Manages the continuous improvement of products, processes and services across the global ground experience proposition.
- Works effectively with the Finance Department to ensure projects are delivered to budget, maximising value for the customer.
- Ability to package and present customer data and trends, into strategic plans and presentations.

Our Corporate and Support roles come with big potential to make your mark on our business. The airline industry changes so fast that we’re constantly evolving and finding new ways to impress customers and get ahead of our competitors. If you’re an innovator and brave and bold thinker, you will be in your element at British Airways.

Your impact on British Airways will be rewarded with a competitive rewards package plus the opportunity to develop and progress your career in many directions.

Not only will you have the chance to further your career development within BA, you’ll have access to our competitive reward and benefits package. This includes core company paid benefits such as a Defined Contribution pension scheme, generous Life Assurance cover and a whole host of options to support your physical, mental and financial wellbeing. You can also sign up for a range of voluntary benefits such as Private Medical cover, Dental and Critical Illness cover, Technology Scheme, Cycle to Work and Electric Car Scheme. And of course, you’ll be able to enjoy the benefit of staff travel as soon as you join us
- We are an equal opportunities employer and value diversity at British Airways. We do not discriminate on the basis of race, religion, age, marital status, veteran status or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position._

N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.

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