Who we are We're the people behind global loyalty currency, Avios, and home to three ambitious, growing businesses; IAG Loyalty, BA 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 Here at IAG Loyalty, our Product team is laser-focused on creating user-centric products that make a difference. We thrive on innovation, collaboration, and pushing the boundaries of what's possible. We're now looking for a talented UX Researcher who has a knack for uncovering customer needs, behaviours, and motivations and uses their storytelling skills to shape design decisions.
You'll play a crucial role in shaping the user experience of our products. You'll be responsible for planning, conducting, and analysing user research to provide actionable insights to our design and product teams. Your findings will directly influence product strategy and design decisions, ensuring that we deliver exceptional experiences to our customers.
If that's you, and you're ready to take your career places, get in touch!
What you'll get up to Plan and conduct user research studies, covering everything from usability tests, interviews, surveys, and feedback events including 'Insight at Night' our in-person research evening with our loyalty customers.Analyse a range of data to generate insights and recommendations on our product strategy.Collaborate with cross-functional teams to integrate user research findings into the product development process.Create user personas, journey maps, and other deliverables that communicate user insights.Advocate for the user by presenting research findings to stakeholders and influencing product decisions.Build and grow our British Airways Executive Club and AerClub customer testing panel.Assist teams outside of Product with user research such as Marketing, our Voice of the Customer team, and our separate retail business, The Wine Flyer.Assist with research ops including recruitment, tooling, and documentation.Build relationships with participant recruitment agencies to offer focus groups/specific testing criteria.Keep updated with what's happening in the UX industry and find relevant conferences/summits the UX Research team should attend.Assist with building a network of other UX Researchers for knowledge sharing.Communicate research findings and illustrate suggestions in compelling and creative ways.What we need from you Solid experience in UX Research – if that's in a tech or product-driven environment, then great.You know your craft. You have a strong understanding of various research methods and when to apply them.Comfortable in a fast-paced environment with the ability to manage multiple priorities spanning retail, loyalty, and travel.Use data to inform your work and the work of those around you. Comfortable influencing plans based on the wealth of data you have access to.Comfortable managing a range of stakeholders, within and outside the business.Ability to communicate complex concepts in a clear and concise manner.Perks that take you places: One non-contractual Annual Bookable Travel Concession for you, your partner, and dependants after 12 months service and 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.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, and 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, and you need to be comfortable owning your space, from ideation through to delivery and review.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.
The role has a blended base, between our Central London office and home. We trust you to make the right decision about the type of work that is best done in each location. We expect you'll achieve a 50/50 split between the two and there may be times where you'll want to visit our other locations to tell their stories, too (fully reimbursed).
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.
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