Digital Customer Experience Lead

Who we are u

We're the people behind global loyalty currency, Avios, and home to three ambitious, growing businesses; IAG Loyalty, British Airways Holidays and The Wine Flyer . Each business has its own goals and strategy, but collectively we create brilliant experiences for our global customers.

We're on a truly exciting journey of growth and transformation - we're going places! It means we have a fantastic story to tell our people and the rest of the world. This is where you come in.

The opportunity

We offer customers many ways to collect and spend Avios, from using our branded credit cards, shopping, or heading off on holiday, with over 125 different partners, and so we need to ensure the rewarding experiences we create starts from the moment those customers interact with one of our many digital channels.

As our Digital Customer Experience Lead you'll collaborate with the Product lead to shape the design vision and strategy for our digital channels, ensuring we build a delightful end-to-end experience for our customers

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You'll be leading the Digital Customer Experience team within Product, setting and leading the design strategy for our customer experience across our website and Apps, and accountable for UX Research, UX Ops and Content.

• Collaborate with teams owning other customer touchpoints (CRM, Customer Contact Centre, airline and non-airline partners) to understand and shape the overall CX and service design for Avios customers

• Oversight of our customer experience and design output across product, ensuring our products come together within and across channels to create an impactful experience for our customers, and ultimately meet partner and business goals

• Accountable for setting CX standards, communicating and driving performance against these

• Powering the development of our UX Research, UX Ops and Content strategies, capability and team growth, in line with our wider CX vision and strategy

• You're an experienced creative leader, ideally with a background in UX design and some experience across research, Design Ops and content. We're happy if this is gained in-house or within a consultancy

• You can demonstrate your passion about building excellent digital customer experiences, with an understanding of how research, design and content can be harnessed to drive business and customer value

• You're open and collaborative, with the ability to work with and positively influence product teams and stakeholders across the business

• You thrive when working within an agile product organisation

• You understand the benefit of making your team the best they can be with a focus on coaching and development

• You have a strong focus on equity, diversity and inclusion to drive the highest performing teams

• If you have experience within travel that would be great, but it's not essential

li> ul>We might not be right for you if:

• 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 prefer to operate in a fully established function with a set remit. This is a broad role where you have your hands on multiple levers and offers you the ability to shape it as you feel best, so it does mean you'll encounter some ambiguity as you build our creative capability

li> ul>If you think you have what it takes but don't meet every single point above, please do still apply. We'd love to chat and see if you could be a great fit.

In return you'll get Perks that take you places:

• Access to non-contractual Annual Bookable Travel Concessions for you and up to 3 nominees

• Unlimited standby and premium standby fares for you and your nominees on the full British Airways network and numerous other partner airlines from day one

• 20 days working from abroad in Europe per annum.

• Annual Bonus (dependant on company and individual performance)

• Company pension of 9% (6% contribution from IAGL, 3% employee contribution)

• 25 days annual leave, + 2 days charity leave and a day off on your birthday

• New joiner, birthday and recognition Avios

li> ul>Equity, Diversity and Inclusion at IAG Loyalty

Our vision, 'to create the world's most rewarding experiences,' applies not only to our customers but for our colleagues too. It's about taking belonging seriously, actively fostering a culture where everyone feels welcomed and valued by embracing diverse identities, personal histories, and perspectives.

This commitment makes IAG Loyalty a rewarding place to work and enhances our ability to solve complex problems, drive innovation, and better serve our customers and communities.

Please let us know if we can make any reasonable adjustments to support your interview process with us.