Customer and Personalisation Planning Lead

  • Salary:
  • Careers Site Category:
    Professional Services and Business Support
  • Location:
    Waterside, British Airways Head Office, London
  • Working Pattern:
    Permanent Full Time
  • Closing Date:
    2 August 2017

Giving our customers individualised attention creates powerful emotional connections to the British Airways brand.  The Customer Value Management (CVM) department gives us the ability to use our customer data intelligently, enabling us to tailor our products and services and give our customers the personalised service they expect.

Sitting within this department, your role as a Customer and Personalisation Planning Lead will be to work with line areas to create a joined up and personalised customer experience across multiple touchpoints to deliver customer and business objectives.

You’ll work closely with our Research and Insight and Analytics teams to understand our customers, what they are saying and doing- using our 360 view of customer insight to identify key customer pain points across the customer journey.  You’ll be responsible for designing and maintaining customer plans and contact strategies, which ensure we protect our most valuable customers- and grow those who have potential. And you’ll play a critical role in supporting the implementation of iKnow Technology, our Best Next Action engine- which enables us to deliver a seamless omni-channel customer experience.

When you apply, please submit your updated CV, along with a Covering Letter that outlines your relevant experience.  Please highlight examples of when you have used data and insight to design bespoke communication programmes and customer experience interventions that deliver key commercial and customer outcomes. For example, supporting commercial sales targets, or increasing retention rates from customers.


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Waterside, British Airways Head Office, London
Waterside, Speedbird Way, Harmondsworth, Middlesex, United Kingdom, UB7 0GA

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