Head of Governance & Customer Disruption - FTC

Head of Governance & Customer Disruption

12 Month Fixed Term Contract (17105)

We are easy

Jet – a FTSE listed, £multi‑billion low‑cost airline that serves tens of millions of customers every year. If you’re reading this, you have probably already been an easy

Jet customer, and you’ll know that there is no more iconic (or Orange!) travel brand in Europe. We fly more than 1,207 routes, connecting 38 countries across Europe, and employ more than 18,000 colleagues. We’re on a mission to make low‑cost travel easy – and whatever your role here, you’ll connect millions of people to what they love using Europe’s best airline network, great value fares, and friendly service.

What makes us easy

Jet? Our Promise Behaviours – we are Safe, Bold, Welcoming and Challenging. Four Behaviours. One Spirit. One easy

Jet.

• Have strong leadership experience within a complex operational or aviation environment
• Enjoy driving continuous improvement, governance and transformation at pace
• Thrive on managing disruption and delivering the best outcomes for customers
• Can influence senior stakeholders and lead cross‑functional collaboration
• Can be at our fantastic Luton head office 3× per week

You’ll be part of our Integrated Control Centre within the Network Control Team, the heartbeat of our day‑to‑day operation. This team is responsible for keeping our network running smoothly, coordinating aircraft, crew, schedules and customer experience in real time, while also planning ahead to ensure resilience across future operations.

Working closely with teams across Flight Operations, Scheduling, Ground Operations, Customer Experience, Safety and Engineering, Network Control is critical to delivering a safe, compliant and reliable operation for our customers.

As Head of Governance & Customer Disruption, you’ll play a pivotal leadership role reporting to the Director of Network Control. You will lead the strategy and delivery of customer disruption management and governance across the function, ensuring robust, compliant and efficient operations.

You’ll oversee disruption handling on the day of operation, including customer communications, hotel and transport logistics, while minimising EU261 exposure and managing associated costs. Alongside this, you’ll lead governance frameworks, audit activity, safety and quality processes, continuous improvement and Network Control training programmes.

This is a high‑impact role with accountability for leadership, capability and transformation across a team of around 65 colleagues, driving continuous improvement and shaping the future of Network Control.

• Leading and developing teams across Training, Customer Disruption, Continuous Improvement, Safety & Quality and Data Analysis
• Owning customer disruption performance, ensuring effective decision making and strong customer outcomes during operational challenges
• Driving governance frameworks to ensure compliance with safety, regulatory and operational standards
• Overseeing quality monitoring procedures, audit activity, safety reporting and risk management, including departmental risk registers and mitigation strategies
• Managing service level agreements, ensuring performance is monitored and improved where required
• Leading recruitment, training, succession planning and capability development across the function
• Driving continuous improvement initiatives and contributing to the wider Network Control strategy
• Partnering with technology and business change teams to deliver operational and digital transformation
• Supporting business continuity and crisis management planning

• Proven leadership experience within aviation or a highly regulated operational environment
• Strong understanding of airline operations and relevant regulations including EASA and EU261
• Demonstrated experience delivering large‑scale change and transformation programmes
• Excellent analytical skills with a track record of improving processes and performance
• Strong communication and influencing skills, with the ability to engage at all levels
• Ability to make decisions and perform under pressure in a fast‑paced environment
• Experience managing…