The Heathrow Solutions function acts on the direction set by the Strategy team, informed by data/insight, to determine, develop, deliver, embed, and measure the best solutions to meet business needs through Process, Technology or Infrastructure. The Solutions team influences the experience of the tens of millions of passengers who pass through the airport every year.

The Process Improvement Lead works across Heathrow’s complex operating environment, both independently and as part of a team, developing, leading, delivering, and measuring the process improvement initiatives set out in the Process Improvement Strategy by the Head of Process & Data Analytics. 

The role collaborates with the Process Improvement Managers, Solutions team colleagues and the wider business, using Lean/Six Sigma techniques to understand business process challenges/ inefficiencies, shape and lead the delivery and embedding of process change to unlock sustained improvements and benefits for our passengers, stakeholders, and colleagues alike. Effectively engaging with stakeholders, while embedding, documenting and reporting on the effectiveness of process change and business benefits are key to success. 

• End-to-end planning, delivery and embedding of Process Improvement initiatives aligned to Heathrow and functional objectives
• Creating and maintaining excellent cross-functional relationships with internal/external teams and leaders across the business to promote and help embed the Process Improvement team narrative
• Represent the voice of the customer and understand the impact on the customer of both the current process and any proposed changes, confirming changes add customer value
• Recognised as a go-to person for information and/or advice in the context of business process review and continuous improvement​
• Communicating the need for process change and process improvement & Lean/Six Sigma methodologies clearly and simply in a way that engages the audience
• Using insight and data to inform process/CI initiatives and track, document and report on progress/business benefits, whilst driving data-led decision making
• Champion a Continuous Improvement culture throughout the business​ to help colleagues understand the value it can bring, driving & supporting a standardised and consistent approach to projects & documentation, modelling best practice

• Demonstrable experience in Process Improvement with progress towards or existing accreditation in Lean Sigma Certification
• Natural ability to collaborate, establish and maintain excellent working relationships
• Confident communicator with excellent written and oral communication skills, tailoring messaging to the audience
• Ability to motivate stakeholders to embrace change and drive improvement
• Previous experience with Process improvement and Mapping using Lean/Six Sigma Methodologies 

Ideally you'll also have: 

• Experience of working in and understanding a complex operational environment​, with appreciation of its interdependencies

There’s something so special about working at the world’s most iconic airport. Its sights. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities.

Every day, you’ll discover a world full of fresh possibilities and end the day buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.

It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we’re working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability.

Join us on that journey and we'll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there’s no place like Heathrow. 

Our rewards

We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we’ll support you to be at your best inside and outside work. And of course, we’ll provide varied learning and development opportunities too. Here you’ll find everything you need for a fulfilling career journey that can take you in exciting directions. 

Working Location

Our agile approach offers the opportunity to combine home working with meetings, events and training at the airport. All roles involve some on-site working each week, so you’ll need to be based in the UK and within a commutable distance to Heathrow.

Sustainable Travel to work

Heathrow’s Sustainable Travel Guide sets out easy and sustainable travel options that everyone can access.
 
Equal Opportunities

As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger – not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With four diversity networks, we champion inclusivity and celebrate individuality.