Head of Innovation and Agentic Experience

Overview

As Head of Innovation and Agentic Experience you will shape the future of digital, AI-powered customer experiences for BA. You will lead cross-functional initiatives across Commercial, Customer, Digital and Technology to turn ideas into valuable products and services. You’ll test concepts, scale successful pilots, and partner with technology providers to impact millions of travelers. This role sits at the forefront of AI, digital innovation and customer experience at a leading airline.

Pay / Benefits

• staff travel benefits including unlimited basic and premium standby tickets
• up to 30 discounted Hotline airfares per year
• opportunities for progression across the business
• inclusive work culture
• competitive salary
• benefits beyond salary

Responsibilities

• Define and lead the strategy for conversational, AI-powered and agentic customer experiences
• Own the roadmap for future digital customer interaction channels
• Collaborate with Product Leads to deliver experiences across BA.com, app, conversational interfaces, travel trade tools and partner ecosystems
• Identify emerging technologies and trends to inform future investments
• Lead experiments and proof-of-concepts from concept to implementation or scale
• Translate new capabilities into scalable customer solutions with Technology teams
• Build strategic partnerships with technology providers and industry innovators
• Promote a culture of curiosity, innovation and continuous improvement
• Roll out the Agentic Product Lifecycle (PDLC) with Digital
• Deliver measurable improvements in customer experience, engagement and commercial performance

Key requirements

• Significant experience leading digital products, innovation programmes or emerging technology initiatives
• Experience delivering customer-facing digital experiences at scale
• Knowledge of AI, automation, conversational interfaces and next-generation digital interaction models
• Proven track record turning innovative concepts into measurable business outcomes
• Experience working across business, customer and technology domains
• Airline, travel, retail or large-scale digital experience background
• SAFe knowledge (desirable)
• Ability to work across multiple domains and diverse teams
• Strong leadership and ability to inspire teams

• leadership
• commercial judgement
• strategic thinking
• AI
• automation
• conversational interfaces

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