Customer Proposition Lead

It’s an exciting time to join 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 these same qualities, you could soon join us and be part of the next chapter of our story. Together as one team, we’re connecting Britain with the world and the world with Britain.

Are you passionate about shaping customer proposition?

We have an exciting and ambitious transformation agenda within Customer Care. It’s an agenda that will see us significantly improve the experience for both customers and colleagues, as well as delivering on our operational and sustainability goals.

This role will play a pivotal part in shaping the customer proposition for our Global Engagement Centres when it comes to our channel strategy. It’s an opportunity to help us shape our channel strategy for the future by playing a key role in defining both the channels we use for service and the level of service we deliver on each. If you enjoy working in a dynamic, fast paced environment and you’re passionate about digital service and change, this could be the role for you. We’re looking for an experienced customer proposition lead to handle a diverse portfolio of work and help us to shape our service standards for our channels in the Engagement Centres.

The role will be accountable for the development, evolution and governance of our customer service proposition. You will work collaboratively with key stakeholders and the wider proposition team to shape our future proposition. You will bring an external view of innovative practice and knowledge of where digital and channel advancements are heading for customer service. You'll help us ensure what we develop is compelling and competitive.

This exciting opportunity will allow you to develop a variety of key skills, as well as being at the forefront of crafting our future.

Who we’re looking for:

- Excellent communication skills, both verbal and written
- Strong people management skills including providing guidance to indirect teams and departments
- Strong interpersonal skills with the ability to influence and collaborate
- Ability to plan, organise and manage against fluctuating plans and demands
- Strong team player and strong customer orientation
- Good relationship building skills
- Disciplined eye for detail to anticipate issues and instigate mitigating actions
- Strong decision maker able to balance customer, business and colleague needs

The airline industry changes so fast that we’re constantly evolving and finding new ways to improve and enhance our customer service and push ahead of our competitors. If you’re an innovator and brave, bold thinker, you will very much enjoy this role at British Airways and really be able to make a difference.

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. The rewards package 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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