Description
The Business Change Manager plays a critical role in supporting Heathrow’s transformation, which is guided by six strategic beacons: Digital Future, People and Planet, Capacity, Winning Team, Value for Customers, and Creating Capacity. Providing clear direction and priorities to make every journey better and create an extraordinary airport fit for the future. Change spans Infrastructure, Technology and Process, driving continuous improvement across all areas of the airport.
The Business Change Manager advises, facilitates and enables business teams to lead effective change across Heathrow’s airport‑wide Transformation priorities, supporting successful adoption through close collaboration with intended users, a test‑and‑learn approach across the digital portfolio, and a structured change implementation approach for infrastructure and process change. Operating in a highly complex, matrixed environment, the role works across business functions, project teams, suppliers, airlines and industry partners to deliver measurable value and sustainable outcomes for colleagues and passengers.
Responsibilities
- Advise, facilitate and enable business teams to lead and own business change across a digital or infrastructure portfolio, ensuring alignment to Heathrow’s Transformation priorities and strategic outcomes.
- Drive adoption and benefits by working closely with users and stakeholders to understand needs, behaviours and pain points, applying user‑centred, test‑and‑learn approaches for digital change and structured change‑implementation for infrastructure and process change.
- Shape and mobilise a prioritised portfolio of initiatives, contributing to service design, discovery, proposition development and operational concept definition prior to delivery.
- Act as a key partner to Product, Delivery, Data, Technology and operational functions, embedding business‑change considerations throughout the lifecycle and acting as ‘concept guardian’ to protect intent and realise benefits.
- Lead planning, coordination and reporting for business‑change activity, capturing change intent, outcomes and benefits, maintaining transparent status, risks, issues and dependencies, and supporting clear value propositions.
- Build and maintain strong cross‑functional relationships across functions, suppliers and partners, establishing change networks over time and acting as a visible advocate for change, continuous learning and long‑term adoption across Heathrow.
Qualifications
- Proven experience of advising, facilitating and enabling business teams to lead and own business change across digital products or services, infrastructure or process change, ensuring alignment to strategic priorities and measurable outcomes.
- Strong experience of working closely with users and stakeholders to understand needs, behaviours and pain points, applying user‑centred, test‑and‑learn and structured change‑implementation approaches to drive adoption and maximise realised benefits.
- Demonstrated experience of mobilising and shaping a diverse portfolio of digital, operational, infrastructure and process‑led initiatives, including early‑stage problem definition, solution shaping and readiness activities prior to formal delivery.
- Strong ability to partner effectively across diverse stakeholder groups, embedding business change considerations early and throughout the lifecycle of initiatives in complex, matrixed environments.
- Experience of capturing change intent, outcomes and benefits, and supporting the development of clear and compelling value propositions and business cases across portfolios.
- Proven capability to build and sustain strong cross‑functional relationships across business functions, suppliers and partners, and to establish change networks that foster dialogue, shared ownership and long‑term organisational change.
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