Leading digital & customer experience for British Airways / IAG

Led all strategic, digital and transformation – working with key stakeholders across parent group IAG – to innovate BA’s customer experience, mobile strategy and change programmes to capitalise on the potential of digital in a highly competitive market. Innovation process yielded 9 propositions, all of which were approved for implementation by the Chief Experience Officer. Led SapientNitro’s strategic and creative response – working with BBH and other partners – for the North Atlantic / San Jose integrated campaign (£10m budget).