Head of Governance & Customer Disruption - 12 Month Fixed Term Contract
INTRO
We are easyJet – a FTSE listed, £multi-billion low-cost airline that serves tens of millions of customers every single year. If you’re reading this, you have probably already been an easyJet customer, and you’ll know that there is no more iconic (or Orange!) travel brand in Europe.
We fly more than 1,207 routes, connecting 38 countries across Europe, and employ more than 18,000 colleagues. We’re on a mission to make low-cost travel easy – and whatever your role here, you’ll connect millions of people to what they love using Europe’s best airline network, great value fares, and friendly service.
What makes us easyJet? Our Promise Behaviours - we are Safe, Bold, Welcoming and Challenging. Four Behaviours. One Spirit. One easyJet.
Read on if you
> Have strong leadership experience within a complex operational or aviation environment
> Enjoy driving continuous improvement, governance and transformation at pace
> Thrive on managing disruption and delivering the best outcomes for customers
> Can influence senior stakeholders and lead cross-functional collaboration
> Can be in our fantastic Luton head office 3 x per week
THE TEAM
You’ll be part of our Integrated Control Centre within the Network Control Team, the heartbeat of our day-to-day operation. This team is responsible for keeping our network running smoothly, coordinating aircraft, crew, schedules and customer experience in real time, while also planning ahead to ensure resilience across future operations.
Working closely with teams across Flight Operations, Scheduling, Ground Operations, Customer Experience, Safety and Engineering, Network Control is critical to delivering a safe, compliant and reliable operation for our customers.
THE ROLE
As Head of Governance & Customer Disruption, you’ll play a pivotal leadership role reporting to the Director of Network Control. You will lead the strategy and delivery of customer disruption management and governance across the function, ensuring robust, compliant and efficient operations.
You’ll oversee disruption handling on the day of operation, including customer communications, hotel and transport logistics, while minimising EU261 exposure and managing associated costs. Alongside this, you’ll lead governance frameworks, audit activity, safety and quality processes, continuous improvement and Network Control training programmes.
This is a high-impact role with accountability for leadership, capability and transformation across a team of around 65 colleagues, driving continuous improvement and shaping the future of Network Control.
Key responsibilities include:
> Leading and developing teams across Training, Customer Disruption, Continuous Improvement, Safety & Quality and Data Analysis
> Owning customer disruption performance, ensuring effective decision making and strong customer outcomes during operational challenges
> Driving governance frameworks to ensure compliance with safety, regulatory and operational standards
> Overseeing quality monitoring procedures, audit activity, safety reporting and risk management, including departmental risk registers and mitigation strategies
> Managing service level agreements, ensuring performance is monitored and improved where required
> Leading recruitment, training, succession planning and capability development across the function
> Driving continuous improvement initiatives and contributing to the wider Network Control strategy
> Partnering with technology and business change teams to deliver operational and digital transformation
> Supporting business continuity and crisis management planning
Requirements of the Role
WHAT WE’RE LOOKING FOR
> Proven leadership experience within aviation or a highly regulated operational environment
> Strong understanding of airline operations and relevant regulations including EASA and EU261
> Demonstrated experience delivering large-scale change and transformation programmes
> Excellent analytical skills with a track record of improving processes and performance
> Strong communication and influencing skills, with the ability to engage at all levels
> Ability to make decisions and perform under pressure in a fast-paced environment
> Experience managing complex stakeholder relationships and cross-functional programmes
> A proactive, self-starting approach with the ability to balance strategic thinking and operational delivery
> A passion for developing teams and building capability for the future
WHAT YOU’LL GET IN RETURN
> Up to 30% maximum bonus
> PMI
> 7% pension contributions
> Excellent staff travel benefits
> 25 days of annual leave + bank holidays
> Annual credit towards an easyJet holiday
> Various flexible benefits and extras
PRACTICALITIES
This full-time role will be based in Luton and will be 40 hours per week. We support hybrid working and we spend 60% of our time per month in the office
REASONABLE ADJUSTMENTS
At easyJet, we are dedicated to fostering an inclusive workplace that reflects the diverse customers we serve across Europe. We welcome candidates from all backgrounds. If you require specific adjustments or support during the application or recruitment process, such as extra time for assessments or accessible interview locations, please contact us at [email protected]. We are committed to providing reasonable adjustments throughout the recruitment process to ensure accessibility and accommodation
