Programme Lead - Customer - FTC

Job Description

Description

Luton/Hybrid

Company

When it comes to innovation and achievement, there are few organizations with a better track record. Join us and you'll play a significant role in our highly successful, fast-paced business that operates across Europe, enabling people to exercise their get-up-and-go. With nearly 300 aircraft flying over 1,000 routes to more than 32 countries, we are the UK's largest airline, the fourth largest in Europe, and the tenth largest in the world. Set to fly over 90 million passengers this year, we employ over 10,000 people. It's big-scale and we're still growing.

Job Purpose

The Programme Lead is responsible for leading a set of projects and initiatives that collectively deliver defined benefits and improve business performance. The role involves working with executive sponsors and functional leads to define the desired business outcomes, benefits, and business case, supported by a clear scope and sequence of change to enable those benefits on behalf of the Programme Sponsor.

Job Accountabilities

1. Engage with the Programme Sponsor and functional leads to establish the programme benefits and business case.
2. Define the programme's governance structure and ensure alignment with the PMF framework.
3. Monitor progress proactively, resolve issues, manage risks, and report regularly to the Sponsor and the Head of Portfolio.
4. Develop and manage stakeholder engagement plans, ensuring business leads and subject matter experts are mobilized for success.
5. Plan and design the programme to meet goals, including decomposing projects and work-streams.
6. Maintain the overall programme plan and controls.
7. Establish dependency management regimes within the programme and against wider change portfolios or business priorities.
8. Manage the programme budget with a focus on value for money, tracking costs and benefits.
9. Allocate resources effectively, supporting sourcing and prioritization.
10. Provide line management to project managers and coaching to team members.
11. Work with procurement and technology suppliers to ensure value for money.
12. Coordinate with Business Change Managers and IT Service Managers for transition to business as usual.
13. Focus on continuous improvement through lessons learned and root cause analysis.

Requirements of the Role

Key Skills Required

• Experience in large, complex organizations, ideally in high-volume industries.
• Proven track record in programme management, delivering on cost, time, and quality.
• Designing change projects that align strategy, processes, systems, and organizational elements.
• Ability to lead, engage, and influence up to board level.
• Led programme teams of 50+ people.
• Strong coaching skills and knowledge transfer abilities.
• Resilient, able to work under pressure.
• Financial literacy, managing multi-million budgets.

Desirable Skills and Experience

• Experience in contact center/operations.
• Product mindset with focus on customer experience and iterative delivery.
• Experience delivering multi-outcome programmes, including SaaS integrations, application development, and process redesign.
• Experience working within agile and waterfall frameworks.

What you'll get in return

• Competitive salary
• Up to 30% bonus
• BAYE, SAYE & Performance share schemes
• Flexible benefits
• Excellent staff travel benefits

About easyJet

At easyJet, our goal is to make low-cost travel easy-connecting people to what they value through Europe's best airline network, great fares, and friendly service. It takes a team effort to carry over 90 million passengers annually across 35 countries. Whether in front-line operations or corporate functions, our team is positive, inclusive, and ready to take on challenges. We call this our 'Orange Spirit', and we hope you'll share it too.

Apply

Complete your application on our careers site. We encourage individuality, empower initiative, and support continuous learning. We value performance and potential, and are committed to diversity and inclusion, making reasonable adjustments during the interview process and employment.

Business Area Primary Location