As a Customer Experience Planning Lead, you will play a key role in supporting the planning and delivery of BA’s customer strategy. Reporting to the Strategy Manager, you will contribute to strategic projects, perform detailed analysis, and help deliver recommendations that enhance the customer experience while meeting BA’s business objectives. This role requires analytical rigour, excellent communication skills, and the ability to collaborate across multiple teams. What You’ll Do: Conduct analysis to support key customer strategy decisions, including analysing customer investment plans and benchmarking BA’s performance against competitors. Monitor industry trends, conduct competitive analysis, and identify risks and opportunities to inform customer experience initiatives. Provide support for the development of the Customer and Brand business plan, ensuring the customer experience strategy is embedded throughout. Build and maintain strong relationships with cross-functional teams, including insight, analytics, transformation, and Customer and Brand teams, to ensure alignment on strategy and plans. Prepare and deliver clear, concise, and impactful presentations to stakeholders up to Director level, distilling complex analysis into actionable insights. What You’ll Bring to us: Strong analytical skills, with experience in data analysis, forecasting, and translating insights into actionable recommendations Proficiency in using data tools (Excel, PowerPoint) and presenting findings effectively Clear, logical thinker, able to shape a project and formulate methodologies from basic descriptions Self-starter with ability to work with limited support, owning issues and tackling them pro-actively A collaborative mindset, with proven experience building relationships and working across multiple teams and stakeholders Excellent communication skills, including the ability to create and deliver presentations to senior audiences. Flexibility in a rapidly changing and developing environment A good understanding of the airline industry would be helpful Your Experience: Strong analytical experience and desirably previously worked in Consulting, Strategy, Analytics, Finance Educated to degree level or equivalent experience Experienced in planning, achieving change, and building insights to drive improved decision-making Understanding of the aviation business, airline economics and competitor activity an advantage