Delivery & Optimisation Lead

A Career Without Limits

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice at the end of a phone, a smile at the door, an operative under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.

We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

As a Delivery & Optimisation Lead, you will lead the end-to-end implementation of transformation initiatives and continuous improvement efforts that enhance customer experience, optimise performance and support Customer Care’s transformation into a product-led, multichannel, customer first operation. You’ll champion a culture of agility, collaboration and innovation, ensuring that Customer Care is equipped to lead and adapt in a fast‑paced evolving environment.

Please note, this role is not approved for an international assignment.

Change & Improvement Delivery – Act as a leader in establishing a transformation capability programme within Customer Care, building internal expertise in change leadership, agile delivery and continuous improvement. Lead the delivery of change and continuous improvement initiatives across Customer Care, including the delivery of planning and mobilisation phases and work with stakeholders, operations, and business teams to seamlessly transition People, Process and Technology changes in a structured and organised manner.

Collaboration & Advisory – Act as an advisor to business and operations teams, sharing expertise in transformation techniques and continuous improvement methodologies. Partner with adjacent business areas to influence and embed change impacting Customer Care from outside in. Strategic connector between Customer Care and wider business functions, aligning transformation initiatives with business priorities and customer experience goals. Chair appropriate Risk & Governance Boards for Customer Care, ensuring compliance, risk mitigation and alignment with enterprise transformation standards.

Change Management & Engagement – Adopt and utilise standardised change processes and tools, including the development of storyboards which articulate rationale for change, the creation of communication and engagement strategies, the implementation of end‑to‑end change strategies encompassing communications, training and reward, and support for business areas in the recruitment and engagement of change champions and Subject Matter Experts (SME’s). Ensures colleagues are equipped and engaged throughout the transformation lifecycle.

Continuous Improvement & Analytics – Use AI and data and analytics to identify improvement opportunities investigate root causes and implement sustainable solutions. Champion a culture of continuous improvement and agility across global teams and be accountable for the delivery of measurable business outcomes across the change portfolio, including cost reduction, customer satisfaction uplift, and operational.

• Deep commercial awareness with ability to align change and improvement initiatives to BA’s strategic priorities and evolving customer expectations.
• Demonstrated ability to lead through ambiguity and drive behavioural change at scale, using structured change methodologies (eg ADKAR).
• Proficient in using AI‑driven data and analytics to identify improvement opportunities, measure impact and inform decision‑making.
• Excellent interpersonal skills with a proven track record to communicate, influence and negotiate.
• Proven ability to lead cross‑functional change forums, ensuring consistent execution and adaptation of transformation strategies across…