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Customer and Personalisation Planning Lead

Vacancy has expired

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Job Title:
Customer and Personalisation Planning Lead
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Salary Band:
Highly Competitive
Job Level:
Manager / Mid-Level
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Customer and Personalisation Planning Lead

Competitive salary

British Airways Head Office, London

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 different areas of the business 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.

Using your knowledge of Pega, 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.


IMPORTANT PLEASE READ CAREFULLY - Click on the APPLY link below where you will be re-directed to begin your application on the British Airways careers website. 

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