Who we are
We’re IAG Loyalty - one organisation with two ambitious, growing divisions across Loyalty and Holidays. Each has its own goals, strategy and team, but together we’re united by a shared vision to create a more rewarding world of travel and experiences.
Our Loyalty division is home to Avios, the global loyalty currency, enabling millions of members to collect and spend rewards across travel, retail and financial services.
Our Holidays division including British Airways Holidays and Iberia Vacaciones, brings together trusted brands, connecting customers to thousands of destinations worldwide through seamless, end‑to‑end travel experiences.
We’re on an exciting journey of growth and transformation – we’re going places.
The opportunity
We’re looking for a Product Design Lead (Digital Channels) to define and deliver the future of our digital customer experience across the Avios ecosystem.
This is a senior leadership role where you’ll set the vision and strategy for UX across our digital channels, shaping how over 70 million members interact with Avios across travel, retail and financial services. You’ll play a critical role in embedding user‑centred design as a strategic capability, while leading and growing a high‑performing design and research team.
What you’ll be doing
- Defining and owning the end‑to‑end UX strategy and vision for our digital channels, translating this into a clear, phased roadmap
- Shaping how our digital experiences support the wider loyalty journey, enabling seamless, friction‑free customer interactions
- Embedding service design thinking to ensure a holistic, end‑to‑end view of the customer experience across all touchpoints
- Leading and developing a high‑performing team of Product Designers and Researchers, fostering a strong, collaborative design culture
- Setting design principles, standards and best practices to ensure quality, consistency and continuous improvement
- Overseeing the design of accessible, inclusive and engaging user journeys across our digital products
- Driving the evolution and adoption of our design system to support product growth and consistency across teams
- Partnering closely with Product, Engineering and Data teams to embed design into the product development lifecycle
- Using research, analytics and experimentation to inform strategy, measure impact and drive continuous improvement
- Aligning stakeholders around a shared vision of the customer experience, influencing at all levels of the organisation
- Exploring how emerging technologies, including AI, can enhance the customer experience and design process
What we need from you
- Proven experience shaping UX strategy through clear design vision, storytelling and data‑driven recommendations
- Strong track record of influencing stakeholders and translating strategy into actionable roadmaps
- Excellent communication skills, with the ability to articulate design decisions to both technical and non‑technical audiences
- Strong portfolio demonstrating measurable impact across digital products and services
- Proven experience in a UX leadership role, leading multi‑disciplinary teams to deliver high‑quality digital experiences
- Experience building, developing and scaling high‑performing design teams
- Strong understanding of design systems and how to scale them effectively
- Deep knowledge of UX research methods, analytics and data‑informed design practices
- Experience defining success metrics (e.g. OKRs) and driving measurable customer and business outcomes
- Experience working in agile, product‑led environments
- A collaborative, pragmatic approach with the ability to build trust and influence across teams
Desirable
- Experience within travel, loyalty or retail industries
- Experience designing AI‑enabled or AI‑influenced customer experiences
We might not be right for you if
- You only want to focus on your to‑do list; we’re a small, high‑performing team, we help each other to succeed.
- You value perfection over fast iteration and progress; IAG Loyalty moves fast, we learn and iterate as we go; our environment isn’t right for everyone.
- You’re looking to create but not build; this is an end‑to‑end role, you need to be comfortable owning your space, from ideation through to delivery and review.
The Blend
This role will work as part of our Loyalty Division and is based out of our London/Warrington office. We call our approach to hybrid working The Blend — it’s about giving you the flexibility to choose where you do your best work, while staying connected with your team and the wider business. This means you will be required to spend at least two days per week in the office, with the rest of the time working from home. You may also be required to work from one of our other office or partner locations, based on your role and your to‑do list.
Diversity and Inclusion
Our vision is to create a more rewarding world of travel and experiences. Delivering that requires diverse thinking and inclusive leadership.
We are committed to building a workplace where people feel they belong and are valued for their perspective. Inclusion drives better decisions, stronger performance and more innovative outcomes.
We actively encourage applications from people with different experiences and backgrounds, and are committed to ensuring our recruitment process is fair, inclusive and accessible.
#J-18808-Ljbffr