Creative Lead

IAG Loyalty

Who we are

We’re the people behind global loyalty currency, Avios, and home to three ambitious, growing businesses; Loyalty, Holidays and Retail. Each business has its own goals, strategy and team, but collectively we share a purpose to create the world’s most rewarding experiences for our customers through loyalty programmes, new products and holidays. Get the full IAG Loyalty lowdown, here.

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 Creative Lead you’ll collaborate with the Product lead to develop the creative vision and strategy for our channels, ensuring we build a delightful end-to-end experience for our customers

You’ll be leading the Creative team of 5 within Product, covering UX Research, UX Ops and Content. Eventually this may also include the line management of UX Designers (currently all contract resourced).

What you’ll get up to

• You’ll drive the development of multiple strategies, from UX Research and UX Ops to Content, working with the respective leads in each area to build our capability and team growth
• You’ll have oversight of creative output across product, setting creative standards, communicating and driving performance against these and ensuring our products hang together within and across channels to create an impactful Customer Experience for our customers, partners and business
• You’ll think about customer experience holistically, across all channels showing an understanding of how our digital customer experience interacts with the other customer touchpoints like marketing and our contact center.

What we need from you

• 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, who will be ultimately accountable for decision making
• 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

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

What you’ll get in return

A few to spark your interest below, and you’ll find even more on our career site.

• A place to grow your career: We’re home to three businesses under one roof and part of one of the world’s leading airline groups (International Airlines Group), so the opportunities here, if you go after them, are endless. Our newly launched learning programme, ‘Develop You’, will also give you the skills and capability to take your career to new heights.
• A place to belong: Our socials are a firm fave in the calendar, and our colleague-led networks and Equity, Diversity and Inclusion agenda will give you the platforms to make new connections, share your passions and your voice.
• A place to make your mark: Our focus on agility and continuous improvement is a mindset and way of working. We put the customer at the heart of our decisions and move fast so you can deliver the most value possible.
• A place to do things that matter: We’re passionate about the part we play in our customers lives; helping them make memories that last a lifetime, as well as the work we do to give back to our local communities. Our thriving charity network, combined with work that impacts millions, means we’re a place you can do your part.
• Perks that take you places: ️
  • One non-contractual Annual Bookable Travel Concession for you, your partner and dependants 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

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.

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.