Head of Innovation and Agentic

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 on the end of a phone, a smile at the door, 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.

The role:

Head of Innovation and Agentic Experience As technology continues to advance, so do customer expectations. Passengers want travel experiences that are simpler, more intuitive and more personalised. From searching for a flight, to managing their journey, customers expect a service relevant to their needs. AI-powered assistants, conversational experiences and emerging digital channels are creating new opportunities to meet those expectations.

At British Airways, we're investing in the future of digital customer experience, and we're looking for a leader who can turn new ideas into products and services that customers genuinely value.  As Head of Innovation and Agentic Experience, you'll lead our approach to emerging customer technologies, identifying opportunities, testing new concepts and bringing the most promising ideas into everyday use. Working across Commercial, Customer, Digital and Technology teams, you'll partner with other Product Managers to define and deliver the next generation of customer experiences across , our app, conversational channels, travel trade tools and partner platforms.

This is an opportunity to work at the forefront of AI, digital innovation and customer experience, influencing products and services that will be used by millions of customers around the world.

What you'll do Define and lead British Airways' strategy for conversational, AI-powered and agentic customer experiences.

Own the roadmap for future digital customer interaction channels, enabling customers to shop, book and manage their journeys through AI-powered platforms and emerging technologies.

Work with other Product Leads to define and deliver innovative customer experiences across , the mobile app, conversational interfaces, travel trade tools and partner ecosystems.

Working alongside Architecture, identify emerging technologies, market trends and changing customer behaviours to inform future investment decisions.

Lead experimentation, proof-of-concepts and innovation initiatives, taking ideas from concept through to readiness for implementation or scaled roll-out.

Work closely with Technology teams to translate new capabilities into scalable customer solutions.

Build strategic partnerships with technology providers and industry innovators.

Promote a culture of curiosity, innovation and continuous improvement across the Ecommerce and Platform organisation.

Collaborate with Digital to define, test and ultimately roll out the Agentic Product Lifecycle (PDLC)
Deliver measurable outcomes that improve customer experience, customer engagement and commercial performance.

What you'll bring

Strong leadership experience in digital product, innovation or emerging technology environments.

A deep interest in emerging technologies and how they can improve customer experiences.

Commercial judgement and the ability to balance innovation with measurable business value.

Experience working across customer,…