Description In a complex environment, this role involves collaboration and managing relationships across Heathrow Express, HAL Commercial, HAL Rail, suppliers, strategic partners, and other railway bodies. Operating within a matrix structure, it requires presenting compelling business cases and visible leadership. The role ensures project delivery aligns with strategic goals and KPIs, identifying solutions for performance improvement where needed. It oversees capital, process, and technological changes to support evolving business needs, coordinates, monitors, and reports on business KPIs. The Strategy & Business Delivery Lead shapes passenger travel experiences with Heathrow Express, ensuring world-class service. Responsibilities Formulating and organisation of the project portfolio through the identification, planning, coordination, and reporting of the entire programme of Heathrow Express improvement projects – liaising closely with the HAL Solutions team. Using a strong cross-functional network and awareness of Heathrow’s pan-functional business planning activities and funded programmes to overcome existing barriers and drive through change necessary to achieve the Heathrow Express vision. Leading the process to review and update Heathrow Express’s business strategy, engaging colleagues and inspiring change. Leading and deliver specific business change projects and initiatives as well as ensuring overall delivery and performance against our strategy. Creating and maintain reporting documents as required to interface with other parts of the business on a regular and ad-hoc basis. Creating and maintain effective programme management processes to ensure achievement of outputs, outcomes and benefits to the required timescales, budget and quality. Developing and leverage senior stakeholder relationships with key stakeholders both within the airport and the wider railway industry. Influencing a matrix team to engender collaboration and creativity, co-ordinating all the business change activity to maximise productivity and drive focused performance towards delivering the best airport transfer service in the world to passengers Acting as Crisis Response Lead on-call. Managing relationships with contract partners to ensure business resilience processes and procedures align and minimise impact of safety and operational incidents on the HEx customers and reputation. Qualifications Excellent problem-solving skills are of high importance. Programme Management or Project Management qualification or equivalent experience. Exceptional networking skills, with a broad range of contacts across Heathrow and the broader airport community. Excellent analytical and data management skills – experience of writing strategic documents and plans. Strong stakeholder management and communication skills and experience of leading communications across diverse stakeholder groups. Excellent IT skills. Knowledge of end-to-end passenger journey processes. Experience of leading projects with a strong ability to create compelling business case. Ideally you will have Experience of working in a safety critical environment is desirable but not essential. Experience and knowledge of railway processes are desirable but not essential. LI-Hybrid