Enabling British Airways to deliver enhanced customer service as they build back to becoming the World’s Favourite Airline
We helped British Airways (BA) to recover and deliver a significant global strategic programme of change to deliver effective and enhanced customer service, and reduced costs through improving employee experience. Working with the Director of Customer Care, we delivered four Global Engagement Centres, from building sites to fully fitted, connected offices, fit for modern ways of working which enable BA staff to provide a world-class customer service. Additionally, Project One has left behind the internal team with higher levels of performance in the delivery of transformation initiatives, along with collateral and approaches in planning, risk management, financial control, stakeholder engagement, governance, and team leadership.
“Project One has really helped us to embed better project and programme managment capabilities within the team, enabling us to deliver for our customers, for our colleagues and for the business.
They are professional, highly skilled outcome-focused, and they integrated really well with my team.”
Customer care Director of British Airways
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