Customer Design Lead

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!

Are you a clear communicator and confident design leader , passionate about our customers experience?

As
Customer Design Lead
, you'll bring our customer care strategy to life-shaping meaningful, end to end experiences that make a real difference for our customers and our business. You'll design date driven journeys that are scalable, commercially grounded, and built around genuine customer needs, working collaboratively across teams to embed design thinking and ensure the customer voice is central to every decision.

As our customer care strategy evolves, you'll play a pivotal role in transforming the build function into a continuous, always on capability, harnessing AI and emerging technologies. You will help create intelligent, adaptive, and future ready experiences that continually learn, improve, and set new standards for customer care.

Do you have several years working in customer experience journeys, designing and implementing for success? Is something that excites you we would welcome your experience to join us here at British Airways!

Translate CX Strategy into Actionable Design Initiatives - Lead the design and delivery of customer journeys aligned with strategic goals and ensure customer care principles are embedded across all touchpoints.

Cross-Functional Collaboration - Partner with Product, Tech, Ops, and Care teams to co-create solutions that meet customer needs and act as a bridge between strategic intent and operational execution.

Customer Insight Integration - Use qualitative and quantitative data to inform design decisions and champion voice-of-the-customer programmes and ensure feedback loops are closed.

Design Governance & Standards - Establish and maintain CX design principles, toolkits, and frameworks and ensure consistency and quality across all customer-facing experiences.

Prototyping & Testing - Lead rapid prototyping and testing of new experiences and validate builds through customer testing and iterate based on insights.

Operational Resilience - Be an advocate for the operation by supporting in times of disruption in a way determined to your location

• Expertise in CX, service design, and journey mapping
• Strong data literacy and customer insight integration
• Skilled in engaging and influencing collaborators
• Proficient in prototyping or testing to ensure we're getting the best results possible
• Awareness and practice in tech trends (AI, automation, etc.)
• Agile approach and experience in iterative delivery
• Clear communicator and confident design leader
• Ability to define and track CX metrics (e.g. NPS, CSAT, CES) to ensure benefit realisation
• Proactive by nature, with the presence of mind to intercept problems before they become anything bigger
• Excellent communication skills, both written and verbal
• Excellent resilience and can cope well with pressure
• Strong people management including ability to manage indirect teams & stakeholders.
• Excellent interpersonal skills - able to influence stakeholders (including at senior levels)
• Strong team worker with strong influencing and negotiation skills

• Ideally 3-5 years in
  customer experience
  , service design
  , or experience strategy roles
• Strong track record of leading cross-functional design initiatives
• Familiarity with agile delivery and working in tech-enabled environments
• Familiar…