Who we are We’re the people behind the 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! This is where you come in. The opportunity ? We’re on a mission to make our loyalty programmes perform at their best - for our members, our airlines, and our Group. Over the 12 month fixed term contract, you’ll work with our IAGL and Opco stakeholders to define what ‘good’ looks like, set the standards for how we measure success, and ensure every improvement is rooted in what matters most to our customers. This role unites programme performance with customer strategy to drive engagement, deliver commercial value, and put the customer at the heart of every decision. What success in this role looks like?

• Clear and shared definition of “what good looks like” for loyalty performance across airlines, business units, and Group.
• Consistent performance reporting and governance embedded across programmes.
• Tangible improvement in key customer and commercial KPIs.
• Enhanced member experience reflected in VOC and engagement metrics, or in commercial metrics.
• Recognition of the team as a trusted source of performance insight and customer experience.

This role is based out of our London. 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 'to do' list. What you’ll get up to Programme performance and improvement

• Work with IAGL and Opco stakeholders to define the programme performance success framework, setting out what ‘good’ looks like for members, Opcos and the Group.
• Establish an approach to performance measurement, monitoring, and reporting, starting with the British Airways Club and expanding to the other programmes in time.
• Set the governance and cadence for performance reporting and reviews, including quarterly programme reviews with OpCos and internal stakeholders. Ensure that reporting is insight-led, actionable, and clearly communicates progress against agreed success criteria.
• Oversee the Source of Truth document outlining the detailed programme proposition
• Develop the pipeline of improvement opportunities that deliver measurable uplift in customer or commercial metrics.
• Oversee cross-functional initiatives to drive improvements to the programme performance, ensuring impact is measurable.

Customer Experience

• Develop the roadmap to embed customer-centric thinking and behaviours across the loyalty business
• Develop and implement a customer-first framework within the loyalty business
• Lead the development and maintenance of existing and new customer journeys maps
• Develop the pipeline of cross-functional initiatives to drive improvements to customer experience.
• Oversee cross-functional initiatives to drive improvements to the customer experience, ensuring impact is measurable.
• Champion the member voice internally, ensuring customer perspectives are considered alongside commercial objectives.
• Act as a subject matter expert on customer experience for teams around loyalty

Stakeholder Engagement & Governance

• Partner with Opco Loyalty teams as well as internal stakeholders to align on what success looks like, and collaborate on programme and customer insights to drive improvements to performance
• Partner with IAGL teams to align on what success looks like and collaborate on programme and customer insights to drive improvements to performance.
• Collaborate closely with the customer insights teams within the Customer domain
• Lead the governance of performance and improvement initiatives, ensuring clear visibility, accountability, and alignment across stakeholders (IAGL, Opco, Group)
• Present performance insights, customer stories, and recommendations to senior stakeholders, influencing decisions that balance customer and commercial value.

What we need from you

• Experience in loyalty, customer strategy, or performance management.
• Proven ability to define success frameworks and KPIs that align customer, commercial, and strategic goals.
• Understanding of loyalty programme design, operations, and customer engagement dynamics.
• Strong analytical and data storytelling skills, able to translate performance insight into actionable strategic direction.
• Experienced in leading cross-functional improvement initiatives that deliver measurable outcomes.
• Excellent stakeholder management and influencing skills, credible at senior levels within airlines and Group functions.
• Demonstrated experience leading and developing teams.
• Airline or travel industry experience, particularly with tiered loyalty or recognition programmes.
• Experience in customer experience design and/or improvement
• Familiarity with customer strategy frameworks or customer journey mapping methodologies.

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. 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.

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.