Shape the Future of British Airways: Head of Cabin Crew Strategy and Delivery!
At British Airways, our Cabin Crew are the embodiment of our promise to the world. They are the heartbeat of the customer experience and the guardians of our brand at 35,000 feet. To ensure this vital team is equipped, inspired, and ready for the future, we are seeking a strategic and visionary leader to join us at our Waterside Head Office in London. This is more than a role; it's an opportunity to architect the long-term direction of a globally iconic team, balancing world-class service with commercial excellence.
You will be the driving force behind our medium to long-term Cabin Crew strategy, acting as a crucial linchpin between senior leadership, operational teams, and cross-functional partners. We need a leader who thinks in possibilities, makes decisions grounded in data, and possesses the courage to challenge convention. If you are motivated by complex, large-scale challenges and driven to deliver tangible, positive impact, we invite you to lead this essential mission.
Your Strategic Mission
In this role, you will translate vision into reality. You will be accountable for ensuring our Cabin Crew are not only successful today but are strategically poised for tomorrow's aviation landscape.
Your key responsibilities will include:
- Architecting, championing, and delivering the integrated Cabin Crew strategy, ensuring it is fully aligned with our overarching brand ambition and customer experience goals.
- Monitoring performance against strategic and operational plans, identifying opportunities for innovation and leading initiatives that drive continuous improvement across all aspects of Cabin Crew life.
- Leveraging deep data analytics and customer insights to shape investment decisions, build compelling business cases, and influence the evolution of our inflight experience.
- Leading complex, cross-departmental projects—overseeing resource planning, financial forecasting, and delivery to ensure we meet our strategic targets.
- Building and nurturing strong, collaborative partnerships with key stakeholders across the business, including Finance, Corporate Strategy, Flight Operations, and the Cabin Crew Leadership team.
- Owning and driving performance against a balanced scorecard of KPIs, including Customer Satisfaction (CSAT/Net Promoter Score), engagement, productivity, and key commercial metrics (CASK/RASK).
- Ensuring all strategic plans are fully integrated with our resourcing, financial, and industrial relations frameworks.
The Leader We're Looking For!
You are a strategic partner who leads with influence and insight. We are looking for a unique blend of intellectual rigour, commercial savvy, and authentic leadership.
You bring:
- A collaborative and inspiring leadership style, with a proven ability to build bridges across functions and galvanise high performance without direct authority.
- Exceptional analytical and commercial acumen, with a structured, strategic mindset that can navigate complexity.
- Outstanding interpersonal and communication skills, capable of engaging, influencing, and building trust with senior executives and frontline teams alike.
- A genuine passion for using data to illuminate the path forward, championing meaningful change, and improving outcomes at scale.
Your Professional Foundation
To be successful, you will have:
- A proven track record of developing and delivering business strategy in close partnership with senior leadership.
- Demonstrable experience in proactively managing risk and leading change within complex, fast-paced, and often ambiguous environments.
- Expertise in using data-driven insights to diagnose performance and lead improvements in both service quality and cost efficiency.
- Direct experience in a corporate strategy function.
- Experience in managing people and leading high-performing teams.
- Highly Desirable: A background operating within highly industrialised or unionised environments.
Why British Airways?
We believe in valuing every individual for the unique contribution they make. From your first day, you'll be welcomed into a community that supports your growth and rewards your dedication.
- Unrivalled Travel: Enjoy our famous staff travel benefits, including unlimited standby travel on British Airways flights and up to 30 discounted 'Hotline' airfares a year for you and your nominated friends and family.
- Growth & Mobility: We actively encourage you to explore opportunities across our global business, supporting your development and helping you build a career that feels right for you.
- Dynamic Environment: We are a business that never stands still. We are constantly evolving, and we seek leaders who are energized by progress and ready to shape what comes next.
Ready to Shape the Future of Flight?
If you are ready to step into a role where your strategic vision will directly empower thousands of colleagues and redefine the journey for millions of customers, we would be delighted to receive your application.
