Business Change Lead - T2 Baggage Programme

Full job description
Together, we’re working to welcome millions more passengers, while ensuring aviation can continue to be a force for good by leading global efforts in sustainability. At Heathrow, you can be part of this – providing solutions that make every journey better for millions each year. That means ensuring we meet the changing needs of the passengers, colleagues and partners who use our airport to work, travel, trade, shop, eat, explore and connect. Our Solutions team covers project management, process improvement, business change, technology, cyber defence, masterplanning, infrastructure and procurement. It brings together people with the skills to deliver prestigious and often large-scale projects, from transforming terminals to making big reductions in our carbon emissions.

Every day will test your skills and give you the opportunity to make your mark. You might be working with the technology and data that power our city within a city, driving vital commercial agreements with everyone from retailers to airlines, or improving the unique infrastructure that includes everything from 200 buildings to 250 HV substations. It’s a collaborative environment, where you can rely on the support of the experts around you as you take on projects you’ll both take pride in and feel passionate about.


The Business Change Lead can influence and shape the way millions of passengers travel through and stakeholders utilise Heathrow to ensure each one of them receives world class service and an exceptional experience.

Representing the Solutions - Process function, the individual be responsible to define, lead and successfully deliver the business change programme/projects. The primary objective and outcome is to set Heathrow up for success as we continue to realise our vision of Heathrow delivering ‘The best airport service in the world’.

The role will be responsible for delivery of process, technology, and infrastructure/asset change to support Heathrow business requirements. The post holder will own and provide assurance for solutions.

Operating in a highly complex environment, a key element of the role will be collaboration, managing relationships across the business with key stakeholders both internally and externally, including strategy, operations, suppliers, airlines, and other industry partners.

As a key part of the Solutions Process team this role will ensure portfolio delivery and alignment to strategic intent and KPIs, where shortfalls exist the role will be responsible for identifying appropriate solutions to deliver the required performance improvement.


Identifying, developing, and deploying transformative process, technology, or infrastructure-based solutions to drive measurable improvements.
Managing the seamless integration of these solutions into the operation to support enhanced service delivery.
Collaborating with internal communications and programme leads to deliver clear, consistent, and effective messaging.
Supporting programme governance by maintaining accurate records, enabling decision-making forums, and ensuring timely reporting of change activities.
Leading and delivering a defined portfolio of business change projects and initiatives, ensuring completion of all development assurance, change management, and regulatory requirements (e.g. CAA).

Strong understanding of Heathrow’s complex operating environment, both Above and Below Wing.
Adaptable and agile, with the ability to flex to changing business needs, timescales, and priorities.
Resilient, positive, and solutions-focused – brings a can-do attitude to every challenge.
Confident in engaging, influencing, and building strong relationships across a wide range of internal and external stakeholders – demonstrates excellent communication, networking, and stakeholder management at all levels.
High-level problem-solving skills, with the ability to think critically and drive effective outcomes.

There’s something so special about working at the world’s most iconic airport. Its sights. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities.

Every day, you’ll discover a world full of fresh possibilities and end the day buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.

It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we’re working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability.

Join us on that journey and we'll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there’s no place like Heathrow.

Our rewards

We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we’ll support you to be at your best inside and outside work. And of course, we’ll provide varied learning and development opportunities too. Here you’ll find everything you need for a fulfilling career journey that can take you in exciting directions.

Working Location

Our Hybrid working approach offers the opportunity for colleagues in some roles to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of Heathrow . Working arrangements vary from team to team and will be confirmed during the recruitment process. You’ll need to be based in the UK and within a commutable distance to Heathrow.

Sustainable Travel to work

Heathrow’s Sustainable Travel Guide sets out easy and sustainable travel options that everyone can access.

Equal Opportunities

As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger – not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With five diversity networks, we champion inclusivity and celebrate individuality.