BA Sets Up Customer Experience Unit

British Airways has restructured its marketing team, according to reports, giving the new role of Head of Customer - including research and insight, customer service transformation, innovation and brand proposition - to former Head of Marketing Abigail Comber.

Comber will report to a new and as-yet unappointed Director of Customer Experience, heading up a new, standalone customer experience unit.

According to www.thedrum.com , 22-year BA veteran and Chief Commercial Officer Andrew Crawley will take oversight of all marketing communications activity, while Head of Retail and Direct Sara Dunham will take on additional responsibilities as Head of Marketing, Retail and Direct.

The moves, apparently designed to give improved co-ordination between BA's divisions, coincide with the exit of the airline's MD for Brand and Customer Experience Frank van der Post, next month.

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.