Ben West

Delivery Director, Manchester Airport

Ben West is a Delivery Director at Manchester Airport, with responsibility for delivering large-scale transformation programmes across airport operations and customer experience. During the Manchester Airport Transformation Programme, Ben led the technology delivery workstream, overseeing the implementation of critical digital, operational and infrastructure technologies that supported the successful opening of the expanded Terminal 2. 

Opening keynote | Transforming More Than Terminals: The Human Side of Change at Manchester Airport

In this practical case study, speakers from across the transformation programme will share how they delivered complex change in a live operational environment, bringing together Operations, Commercial, Digital and wider business functions around a common vision. The session will explore how effective stakeholder engagement, clear communication, collaborative leadership and strong change management helped embed new ways of working, maintain operational performance and achieve business outcomes at pace.

Attendees will gain insights into the realities of delivering transformation at scale, including navigating competing priorities, building trust across diverse stakeholder groups, influencing behavioural change, and leading teams through uncertainty. Through real world examples from one of the UK's busiest airports, the session will demonstrate why successful transformation is as much about people and behaviours as it is about projects, processes and technology.