Louise Brown
Head of IT - Customer Products @Heathrow
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WORK HISTORY
Head of IT - Customer Products @Heathrow
Heathrow, GB
Digital Transformation | Martech Strategy & Leadership | Salesforce Platform Strategy & Management | Data & Analytics | Agile Delivery & DevOps | Customer Experience Design | Vendor Management | Stakeholder Engagement | Organisational ChangeAbout the Role:I head a 50-strong technology team, working hand-in-hand with marketing, digital & customer teams to deliver innovative solutions across surface access, cargo, aviation, customer propositions, property, retail, and the end-to-end customer journey - in a complex operating environmentsMy work centres on building scalable products & platforms, integrating data-driven decision making, and embedding ways of working that let innovation thrive without compromising safety or reliability.What I’m Driving Right Now: • Martech Strategy at Scale: Delivering a two-year roadmap across Salesforce, AWS, Data Cloud, Tableau, Adobe, and Agentforce — balancing platform exploitation and innovation. • Platform Independence: Bringing Salesforce management in-house for the first time, embedding CI/CD pipelines and building an internal release management capability. • New Product Dev: Delivering new products & platforms designed to improve efficiency, scalability, and both internal end-user & customer experience. These initiatives future-proof our capabilities, enable real-time data analytics, and lay foundation for sustained product growth • Data Cloud Implementation to enable real-time personalisation across channels. • Agile & DevOps Evolution: Shifting from project-led delivery to product-centric teams • Customer-Centric Design: Creating an entirely new airport parking experience that serves every passenger type — from frequent business travellers to families and accessibility needs.What I Believe In: • Platforms should be owned and understood by the organisations that rely on them. • Agile and DevOps are more than processes — they’re cultural shifts that bring teams closer to value
EDUCATION
King's College London
CIM Postgraduate Diploma in Marketing, Marketing
University of Derby
BA Hons, Business Studies
SKILLS
ABOUT LOUISE BROWN
Head of IT - Customer Products at Heathrow with over 20 years of experience in technology applications, product management, and IT change across aviation, telecom, and IT sectors. Currently leading a 50-member team to deliver innovative customer-facing solutions across various operational areas, leveraging expertise in digital transformation, Martech strategy, Salesforce platform management, data analytics, and agile delivery. Committed to fostering diversity and inclusion, previously served as Head of Altitude, Heathrow\'s gender equality network. Advocated for equitable policies and initiatives, including free sanitary products and a menopause guidance document, creating a supportive and inclusive workplace culture. Passionate about leveraging technology to enhance customer experiences and organizational change.
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