Katy Cardwell | Director of Digital Customer Experience
British Airways

Katy Cardwell is the Director of Digital Customer Experience at British Airways. She leads the teams delivering the airline’s digital and commercial platforms at a global scale.
Katy joined British Airways in 2012 and has built her career across a uniquely broad range of roles, including frontline customer service, sales account management, flying as cabin crew, and operational roles at Heathrow. These experiences have shaped her leadership style and given her a deep, practical understanding of what it means to deliver for customers and colleagues every day.
In recent years, Katy has led critical commercial capabilities including Global Payments and Global Distribution, before additionally taking responsibility for British Airways’ core digital estate — ba.com and the mobile app. Since January 2025, she has been leading British Airways’ largest‑ever commercial platform transformation, including scaling a new website and mobile app, whilst overseeing an industry step-change in Offer and Order Management across the airline, modernising NDC (New Distribution Capability) and transforming our global Payments and CRM platforms.
Alongside her executive role, Katy is a Non‑Executive Director of BA Euroflyer, contributing to governance and strategic direction.
Katy is a strong advocate for people‑first leadership. As a mother of two, she is passionate about creating environments where high performance and wellbeing go hand‑in‑hand, and where flexibility and trust enable people to thrive. She is an active mentor and coach, committed to developing talent and supporting the next generation of leaders across the organisation. Katy is also a passionate advocate for neurodiversity in the workplace, and creating high performing teams where anyone can succeed.