Design & Research Manager

## A World of Opportunity: Reviewing the Design and Research Manager Role at British Airways British Airways, a name synonymous with global connectivity and a rich heritage of pioneering aviation, presents a compelling opportunity for a seasoned professional to step into the role of **Design and Research Manager – BA.com and App (12 Month Fixed-Term Contract)**. This position, situated within the dynamic Commercial directorate, offers a chance to significantly impact the digital experience of millions of customers worldwide.

For those seeking to shape the future of customer interaction for a globally recognized brand, this role promises substantial career advantages. British Airways' commitment to innovation and customer-centricity is evident in the description, highlighting a culture where ambition and originality are not just welcomed but actively encouraged. This is a chance to be at the forefront of digital transformation, contributing directly to revenue growth and customer satisfaction.

This role offers a unique blend of strategic leadership and hands-on influence:

• Leadership and Team Development: You will have the opportunity to lead and mentor a team of 6-10 talented product designers and researchers. This is an excellent platform to hone your people management skills and foster a high-performing, collaborative environment.
• Strategic Impact: As a key member of the BA.com and app Digital leadership team, you will be instrumental in defining the long-term design and research roadmap. Your insights will directly influence the strategic direction of British Airways' digital presence.
• Innovation and Growth: The role actively champions the exploration of new service and product opportunities. You'll be empowered to conduct trend analysis, synthesize insights, and identify future growth areas, making a tangible contribution to business expansion.
• Customer Advocacy: A core aspect of this position is championing user research and advocating for customer-centric design across the organization, even at the senior leadership level. This is an ideal position for someone passionate about putting the customer at the heart of every decision.
• Brand Alignment and Visionary Design: You will be responsible for ensuring design excellence aligns with the iconic British Airways brand and contributes to the development of forward-thinking concepts and service journeys.
• Global Reach and Brand Recognition: Working for the nation's flag carrier provides unparalleled exposure and the chance to leave your mark on a globally recognized brand with over 100 years of history.
• Exceptional Benefits: Beyond a competitive salary, British Airways offers attractive staff travel benefits, including unlimited standby tickets and discounted fares for friends and family. This perk is a significant advantage for individuals who enjoy exploring the world.

While the opportunities are significant, potential candidates should also consider the following aspects to ensure a strong fit and maximize their career trajectory:

• Fixed-Term Contract: This is a 12-month fixed-term contract. Candidates should assess how this aligns with their long-term career goals and be prepared for the nature of contract work.
• Agile Environment: The role operates within an agile environment. Familiarity with agile methodologies and cross-functional collaboration is essential for success.
• Balancing Ambition and Constraints: The description emphasizes balancing creative ambition with practical constraints. This requires strong problem-solving skills and the ability to deliver impactful solutions within business realities.
• Stakeholder Management: Effective communication and stakeholder management are crucial. You will need to confidently articulate design rationale and build strong relationships across various departments, including senior leadership.
• Proactive and Adaptable Mindset: A proactive, flexible, and customer-focused approach is key. The ability to adapt to evolving trends and embrace new technologies will be highly valued.
• Passion for Aviation and Travel: While not explicitly stated as a requirement, a genuine interest in the aviation industry and the customer journey of air travel can significantly enhance your engagement and impact in this role.

This Design and Research Manager position at British Airways is more than just a job; it's an invitation to be part of a legacy and shape the future of digital customer experience for one of the world's most iconic airlines. For ambitious professionals who thrive in a collaborative, innovative, and customer-centric environment, this role presents a truly exceptional opportunity to make a lasting impact.