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 ✨
British Airways Holidays is undergoing a major transformation — shifting from an outsourced, waterfall delivery model to an agile, in‑house product organisation. To lead this change, we need product leaders who are not just operationally strong, but who can inspire teams, influence stakeholders and help drive a cultural shift.
As the Product Lead for Pre‑Booking, you’ll own one of our most commercially impactful areas. Pre‑booking is where customers make key decisions that drive revenue, conversion, AOV, repeat purchase rate and long‑term value — and your product strategy will directly shape how we meet our ambitious growth targets.
You’ll set direction, build and coach an agile product team, and deliver major milestones within the context of a large, visible and tightly governed re‑platforming programme. This is a role for someone who loves pace, complexity, customer behaviour and commercial outcomes — and who’s excited to help redefine how we work.
What You’ll Be Doing 🚀
Lead Cultural & Operating Model Transformation
Act as a change agent as we shift from outsourced delivery to an in‑house, agile product model
Bring stakeholders on the journey — influencing new ways of working, mindsets and decision‑making
Champion evidence‑based product development over opinion‑led approaches
Set Vision & Strategy for Pre‑Booking
Define the product vision and goals grounded in customer insight, analytics and business strategy
Shape a roadmap that balances customer value, commercial impact and technical feasibility
Be a Customer & Insight Champion
Drive a customer-first approach, embedding insight and behavioural data into all decisions
Establish test‑and‑learn practices to validate hypotheses and optimise journeys
Deliver Commercial Outcomes
Own performance across key commercial KPIs including conversion, AOV, repeat purchase rate, RPV, CAC and LTV
Understand commercial levers and ensure your roadmap directly supports revenue growth
Lead an Agile, High‑Performing Product Team
Lead Associate Product Owners, a QA Engineer, Business Analysts, a dedicated Tech Lead and specialist contractors
Coach the team to deliver iteratively and ship value early and often
Operate Within a Major Re‑Platforming Programme
Navigate complex governance, interdependencies and senior stakeholders with confidence
Work closely with central Tech to secure resources, shape solutions and ensure timely, high‑quality delivery
Manage trade‑offs across pace, scope, cost and quality
Drive Operational & Delivery Excellence
Ensure a seamless, high‑quality customer experience across all pre‑booking touchpoints
Manage investment and track budget performance
Monitor product performance across customer, commercial, delivery and quality metrics, acting quickly on insight
What we need from you ⚡
Proven experience as a product and people leader in an agile digital or e‑commerce environment
Ability to lead multi‑disciplinary teams to deliver customer and commercial outcomes
Strong commercial acumen — understanding how product decisions influence conversion, AOV and lifetime value
Excellent communication, influencing and stakeholder‑management skills
A strategic thinker who connects customer insight, behavioural data and business goals
Experience delivering within complex, multi‑stakeholder programmes
Comfortable with ambiguity, change and evolving environments
Experience managing multi‑million‑pound budgets
A passion for building brilliant customer experiences that drive measurable impact
Why you’ll love it💙
🛠️ You’re excited to build from the ground up
Help shape new products, processes and ways of working within a brand reinventing itself.
🤝 You thrive in small, high‑performing teams
Work with a team that collaborates, supports and celebrates together.
⚡ You love pace and continuous learning
See ideas turn into reality quickly — we value progress over perfection.
🎯 You love end‑to‑end ownership
You’ll shape strategy, delivery and optimisation — and see the real impact of your work.
What Makes Us Special
You do! Our people bring the energy, the warmth, and the ideas that make the business extraordinary. As we grow, you’ll have the chance to grow too — with real opportunities to develop your skills and your career.
Hybrid working 📍
This role will work as part of our Holidays division. Our offices are located in central Crawley and we operate a hybrid working model (UK-based only). Typically, this role involves working from the office two days per week, with additional in-office days as required for meetings or collaboration. Office attendance is coordinated to ensure team members are on-site together, enabling effective in-person collaboration.
During the initial training period, new colleagues are usually supported on a full-time, office-based schedule. Once fully trained and confident in the role, you will transition to our hybrid working approach.
📌 Please note: We may close this vacancy early if we receive a high volume of applications or if business priorities change.
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.
Skills Required
- Experience leading content teams in digital or travel environments
- Strong expertise in content strategy and digital storytelling
- Deep understanding of CMS platforms and content operations
- Excellent communication and stakeholder management skills
- Experience managing imagery and rich media
- Innovative mindset and ambition to create impact
What We Do
IAG Loyalty is part of International Airlines Group (IAG). We were founded as Airmiles in 1988 and became Avios in 2011, now we’re IAGL and we have over 30 years’ experience in loyalty. We manage the British Airways Executive Club, Iberia Plus, Vueling Club, and the Aer Lingus AerClub, and we have an impressive range of retail, travel and financial services partners of the Avios currency. We’re loyalty pioneers creating the world’s most rewarding experiences. That’s our vision. We help people to enjoy incredible experiences by collecting and redeeming the iconic Avios currency. We design customer loyalty programmes, build loyalty management tools, provide loyalty tech solutions, and produce invaluable data and customer insights to turn customer loyalty into a powerful tool for maximising a brand power and scale. We’re a vision and values led business. Our vision sets our ambition, and our values represent how we’re going to get there. Together, this perfect partnership unites our people into a club of colleagues that know why and how we do things here. Our values are owned by everyone in the club, and are uniquely ours: • We bring passion to our work • We have the courage to reimagine • We focus on agility • We excel in delivery • We keep learning and stay curious • We take belonging seriously Our colleagues bring our vision and values to life every day in all they do. For our business, for our customers and for each other.
