Company Description

The British Airways (BA) Delivery team is part of BA Digital within the International Airlines Group (IAG), one of the world’s leading airline groups and owner of some of the biggest brands in the sky.

Our vision is to become the most trusted digital airline. We seek to delight our customers, enable our colleagues, accelerate business performance, increase shareholder value, and protect our business through the innovative and agile use of technology and data.

To harness our full potential across our customer, operational and colleague journeys, as well as our enabling domains, platforms and programmes, we are changing our ways of working and transitioning into a product-led organisation at scale.

Together we are building a better BA (British Airways).

Job Description

As a Service Optimisation Lead, you will play a critical role in driving continuous improvement, enhancing service quality, and ensuring that services align with the strategic goals of BA Digital.

Purpose of the role

s a Service Optimisation Lead, you will be responsible for enhancing the efficient, quality, and overall effectiveness of an organisation’s service delivery. This role involves analysing service processes, identifying areas for improvement, implementing optimisation strategies, and ensuring that service levels meet or exceed customer expectations.

Accountabilities

• Analyse end-to-end service delivery processes to identify inefficiencies and areas for improvement.
• Develop and implement strategies to optimize service processes, reduce operational costs, and enhance overall efficiency.
• Define and monitor key performance indicators (KPIs) to measure and evaluate the effectiveness of service delivery.
• Establish benchmarks and targets for service levels and work with teams to achieve and exceed these goals.
• Collaborate with various departments, including IT, customer support, and operations, to align service optimization efforts with overall business objectives.
• Facilitate communication and cooperation among teams to ensure a unified approach to service improvement.
• Utilize data analytics to identify trends, patterns, and areas for improvement in service delivery.

This role may require some travel and working from multiple sites/locations within UK and internationally. You must be willing and able to travel to participate in meetings, workshops and other related activities.

Qualifications

• Educated to degree level or equivalent experience

Skills

• Strong analytical and problem-solving skills to assess service processes, identify improvement opportunities, and make data-drive decisions
• Experience in leading and managing projects, including the ability to prioritize tasks, meet deadlines, and manage resources effectively
• Excellent communication and interpersonal skills to collaborate with diverse teams and stakeholders
• Strong leadership skills to guide teams through change and foster a culture of continuous improvement
• Ability to adapt to evolving business requirements and industry trends, ensuring service optimisation efforts remain aligned with organisation goals
• Fluent written and spoken English

Experience

• Proven experience of working as a Service Optimisation Lead in digital product and product teams
• Experience of working in agile environments, exposure to SAFe Agile is advantageous
• Demonstratable experience of leading projects and guiding teams through change
• Collaboration and communication with a variety of teams and stakeholders