IAG Loyalty

Customer & CRM Data AnalystApplylocations: London, UKtime type: Full timeposted on: Posted Todaytime left to apply: End Date: August 21, 2026 (27 days left to apply)job requisition id: JR100543 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, connects customers to thousands of destinations worldwide through seamless travel experiences.We're on an exciting journey of growth and transformation - and we'd love you to be part of it. The opportunity We're looking for a Customer Analytics & CRM Specialist, helping to shape the performance and growth of our B2C retail proposition. Supporting categories across the Avios Retail Domain, you'll use customer, behavioural and commercial data to influence trading, marketing and CRM strategy, ensuring we're delivering the right products, to the right customers, at the right time.Working closely with our Retail Marketing & CRM Lead, you'll become the go-to expert for customer insight within Retail, partnering with Trading, Product, Engineering and Data teams to optimise customer journeys, improve personalisation and identify new commercial opportunities.This is a specialist role for someone who enjoys turning complex customer data into clear commercial actions and wants to influence the future direction of our retail business" What you'll be doing Owning the analytical foundations that underpin our CRM and customer engagement strategy. Developing customer segmentation and audience strategies to improve acquisition, conversion, retention and customer lifetime value. Working proactively with Trading and Marketing teams to identify opportunities through customer insight and behavioural data. Partnering with Product, Engineering and Data teams to ensure the right customer data is captured and activated across our digital platforms. Analysing campaign performance across Email, SMS and Push, identifying opportunities to improve targeting, personalisation and lifecycle marketing. Designing and evaluating A/B tests to optimise customer experiences and commercial performance. Acting as the subject matter expert for CRM and customer analytics platforms, including tools such as Klaviyo, Contentful (or similar CRM platforms), Snowflake, GA4, Contentsquare and other modern analytics technologies. Translating complex data into clear, actionable recommendations that influence Product, Marketing, Ecommerce and Trading decisions. Building trusted reporting frameworks that help the business make smarter, data-driven decisions. What we need from you Experience in Customer Analytics, CRM Analytics, Ecommerce Analytics or Digital Trading Analytics. Hands-on experience working with modern CRM platforms such as Klaviyo, Contentful or similar customer engagement platforms. Strong understanding of customer segmentation, lifecycle marketing and CRM strategy. Experience using customer and behavioural data to influence commercial, trading or marketing decisions. Strong SQL and analytical skills, with experience interpreting data and communicating actionable insights. Experience working with digital analytics platforms such as GA4, Snowflake, Contentsquare or similar technologies. Commercial understanding of ecommerce and digital customer journeys. Excellent stakeholder management skills, with the confidence to influence Product, Marketing, Trading and senior business stakeholders. Naturally curious, commercially minded and motivated by becoming a recognised expert within your discipline. We might not be right for you if You're looking for a role focused purely on reporting rather than influencing business decisions. You prefer working independently rather than partnering across Product, Data, Marketing and Trading. You're looking for a people management role rather than becoming a recognised specialist in your field.If you think you have what it takes but don't meet every single requirement, we'd still love to hear from you. The Blend This role is part of our Loyalty Division and is based in our London office. We call our approach to hybrid working The Blend-giving you the flexibility to do your best work while staying connected with your team and the wider business.You'll typically spend at least two days a week in the office, with the flexibility to work remotely for the rest of the week. 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. About IAG LoyaltyAt IAG Loyalty we boast two ambitious and growing divisions in Loyalty and Holidays , and together we create a more rewarding world of travel and experiences.Through Avios, our global loyalty currency, we help millions of members turn everyday spend into travel, retail and financial service rewards.And through our Holidays division, including British Airways Holidays and Iberia Vacaciones, we connect customers to thousands of destinations worldwide with seamless, end-to-end travel experiences.It's all made possible by our teams, bringing together data, expertise and innovation to power unforgettable journeys and experiences. And in return? A one-of-a-kind culture where a love of travel connects us all. A business that's going places, and careers that are, too. If that sounds like the kind of place you'd like to be, find out more and join our team!

Data Science LeadApplylocations: London, UKtime type: Full timeposted on: Posted Todayjob requisition id: JR100532 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 "Every Data Science team builds models. Ours is measured by the commercial value those models create." We're looking for a commercially minded Data Science Lead to join our Data Products Leadership Team and help shape the future of Data Science across IAG Loyalty.This is an opportunity to lead a talented team whilst remaining hands-on, solving some of our biggest customer, marketing and commercial challenges using Machine Learning and advanced analytics.Working across multiple product value streams, you'll partner with Product Owners, Engineers, Analysts and business leaders to identify where Data Science can create the greatest value, turning opportunities into production-ready solutions that improve customer engagement, profitability and the way millions of members earn and spend Avios. Success in this role isn't measured by the number of models you build. It's measured by the business outcomes you create. You'll shape the Data Science roadmap, prioritise the highest-value opportunities and ensure every solution delivers measurable commercial impact. If you enjoy solving complex business problems, influencing strategy and developing high-performing teams, this is an opportunity to make a real difference across one of the world's leading loyalty businesses. What you'll be doing As the Data Science Lead, you'll combine technical leadership with commercial thinking, leading a team of Data Scientists whilst remaining hands-on in the design and delivery of production-ready Machine Learning solutions. Spending around half of your time on technical delivery, you'll coach your team, set technical standards and ensure Data Science is focused on solving the business problems that matter most. Working closely with Product Owners, Analysts, Engineers and stakeholders across Commercial, Marketing, Customer, Finance and Digital, you'll translate complex business challenges into high-value Data Science use cases. You'll build and prioritise a commercially driven backlog, balancing customer value, strategic priorities and technical complexity to ensure the team focuses on opportunities that deliver the greatest impact.Whether improving personalisation, recommendation systems, marketing effectiveness, pricing or customer lifetime value, you'll ensure every solution has clear success measures and demonstrable commercial outcomes. Alongside delivery, you'll champion experimentation, continuous learning and responsible AI, raising the technical bar across the Data Science community and helping shape the future direction of Data Science at IAG Loyalty. You'll also play a key role as a member of the Data Products Leadership Team, influencing the direction of the function, developing future capability and ensuring Data Science continues to be recognised as a strategic driver of business growth. What we need from you We're looking for someone who combines technical excellence with strong commercial judgement and a passion for developing people. You've successfully delivered Data Science solutions that created measurable commercial value, whether through increased revenue, customer engagement, profitability or operational efficiency. You naturally think about business outcomes first, using Data Science to solve customer and commercial challenges rather than simply building models. You're comfortable working with ambiguity and can translate complex business questions into well-defined, high-value Data Science opportunities. You know how to prioritise work based on customer impact, commercial value and strategic importance, ensuring your team focuses on what matters most. You've successfully led, coached or mentored Data Scientists, creating an environment where people can learn, experiment and perform at their best. You're an experienced hands-on Data Scientist with strong Python and SQL skills and a track record of delivering production-ready Machine Learning solutions. You have experience across customer, marketing or commercial Data Science, including recommendation systems, experimentation, pricing, propensity modelling, uplift modelling or similar use cases. You're confident communicating complex technical concepts to both technical and non-technical audiences, helping stakeholders understand both the solution and the commercial value it delivers. You enjoy working collaboratively with Product Owners, Engineers, Analysts and business stakeholders to solve meaningful problems. Experience with cloud-based Machine Learning platforms, MLOps, LLMs or Agentic AI is advantageous, although we're more interested in your ability to learn quickly and apply new technologies to solve business problems. 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, and our environment isn't right for everyone. You're looking to build models without understanding the commercial outcome; this is an end-to-end leadership role where you'll shape strategy, prioritise opportunities and measure the value your team delivers. You're looking to create but not build; you'll need to be comfortable owning your space from identifying opportunities through to delivery, measurement and continuous optimisation.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 Blend This role will work as part of our Loyalty Division and is based in our London office.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'll be required to spend at least two days per week in the office, with the rest of the time working from home.Although this role sits within our Loyalty Division, you'll collaborate with colleagues across both Loyalty and Holidays, using data and AI to help create more rewarding travel experiences for millions of customers. You may also be required to work from one of our other office or partner locations, depending on business needs and your priorities.

IAG Loyalty is seeking a commercially minded Data Science Lead to join the Data Products Leadership Team in London. You will lead a talented DS team, while remaining hands-on in designing and delivering production-ready ML solutions that solve core customer, marketing and commercial challenges. You will partner with Product Owners, Engineers and business leaders, shaping the DS roadmap, prioritising high-value opportunities, and ensuring measurable business impact through experimentation and

Who we are We're IAG Loyalty - one organisation creating more rewarding ways to travel. Home to Avios, the global loyalty currency, we help millions of members collect and spend rewards across travel, retail and financial services. We're transforming our technology landscape, investing in modern platforms and strengthening our cyber security capability to support our ambitious growth plans. It's an exciting time to join us as we continue to build a resilient, secure and customer-focused business. The opportunity We're looking for a Security Operations Manager to play a key role in developing and maturing our Security Operations capability. Working at the heart of our Cyber Security team, you'll act as the bridge between Security Engineering and Security Operations across IAG Group and our operating companies. You'll combine technical expertise with operational leadership to improve monitoring, strengthen threat detection, optimise security tooling and lead the response to security incidents. This is a hands on role where you'll have genuine influence over how Security Operations evolves. You'll shape the roadmap, improve operational resilience and ensure our security capabilities continue to develop as our technology landscape grows. If you're passionate about building better security operations, enjoy solving complex technical challenges and want to make a visible impact, we'd love to hear from you. What you'll be doing You'll lead the continual improvement of our Security Operations capability, working closely with Security Engineering, technology teams and third party partners to strengthen monitoring, detection and incident response across the business. You'll own the end to end incident management lifecycle, coordinating responses to security incidents, driving investigations, facilitating lessons learned and ensuring improvement actions are delivered. Alongside this, you'll configure and optimise SIEM, threat protection and case management platforms, developing new detection rules, alerts and automation to improve our ability to identify and respond to emerging threats. You'll build and maintain operational playbooks and runbooks, helping establish consistent ways of working across internal teams and managed service providers. You'll also produce meaningful KPIs and reporting, using operational data to identify trends, improve service performance and demonstrate the effectiveness of our security controls. Working collaboratively across technology, engineering and business teams, you'll support security testing, assurance activities and resilience exercises, helping ensure our operational security capability continues to evolve in line with business priorities and regulatory expectations. What we need from you Strong experience working within Security Operations, Cyber Defence or Incident Response in a complex enterprise environment Proven experience managing the end to end security incident management lifecycle Hands on experience configuring and administering SIEM, threat protection, logging and case management platforms Experience developing threat detection use cases, alerts, dashboards and operational reporting Strong understanding of security monitoring, investigation, triage, containment, recovery and continuous improvement Experience developing operational playbooks, runbooks and standard operating procedures Experience working closely with Security Engineering teams to improve operational capabilities Ability to collaborate with suppliers, technology teams and stakeholders across the business Experience developing KPIs, operational reporting and service metrics Strong analytical and communication skills, with the ability to translate technical information for different audiences Good understanding of security governance, operational resilience and regulatory requirements Desirable Experience supporting Business Continuity and Disaster Recovery activities Experience working with outsourced Security Operations Centres or Managed Security Service Providers Familiarity with Microsoft Sentinel, Splunk, Microsoft Defender, CrowdStrike or similar enterprise security platforms Experience automating security operations using scripting or SOAR technologies We might not be right for you if You prefer working within a narrow technical specialism rather than owning security operations end to end. You enjoy maintaining existing processes more than improving and evolving them. You prefer working independently rather than collaborating across engineering, operations and business teams. If you think you have what it takes but don't meet every single requirement, we'd still love to hear from you. The Blend This role will work as part of our Loyalty Division and is based from our London office. 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. You'll typically spend at least two days each week in the office, with the remainder working remotely. There may also be occasions where you'll work from other IAG or partner locations depending on business needs. 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.

IAG Loyalty in Greater London is looking for a Delivery Manager to lead technology change initiatives that enhance customer experiences. This role requires proven project delivery skills and strong stakeholder management in both Agile and traditional environments. The ideal candidate will adeptly manage multiple projects, coordinating cross-functional teams while ensuring timely delivery within budget. This position offers hybrid working, encouraging innovation and significant impact on millions of Avios members.

Delivery ManagerApplylocations: London, UKtime type: Full timeposted on: Posted Todayjob requisition id: JR100516 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.We're on an exciting journey of growth and transformation - and technology is at the heart of it. The opportunity We're looking for a Delivery Manager to join our Delivery Office within Tech, Data & AI, leading the successful delivery of technology and business change initiatives that make a real difference to our customers and partners.You'll work across a varied portfolio of projects, partnering with teams across Product, Engineering, Commercial, Finance, Marketing and Customer Operations to turn ideas into successful outcomes. From improving customer experiences to enabling new capabilities across our loyalty ecosystem, you'll play a key role in delivering initiatives that support millions of Avios members worldwide.This is an excellent opportunity for someone who enjoys bringing structure to complexity, building trusted relationships with stakeholders and delivering high-quality outcomes in a fast-paced, collaborative environment.This role will involve some travel to Spain. What you'll be doing You'll take ownership of multiple technology and business change initiatives from initiation through to implementation, ensuring projects are delivered on time, within scope and within budget. Working with cross-functional teams, you'll develop delivery plans, coordinate activities, manage dependencies and remove barriers that could impact successful delivery.You'll build strong relationships with stakeholders across the business, providing clear communication, facilitating governance meetings and ensuring everyone remains aligned throughout the project lifecycle. You'll proactively identify and manage risks, issues and dependencies, escalating where appropriate and driving effective solutions.Working across Agile and traditional delivery methodologies, you'll collaborate closely with Product Managers, Business Analysts, Engineering teams and third-party suppliers to deliver business value. You'll also contribute to continuous improvement, identifying opportunities to enhance delivery practices and embrace emerging technologies, including AI-enabled solutions where appropriate.What we need from you We're looking for someone who enjoys working collaboratively, thrives in a changing environment and is passionate about delivering great outcomes. You'll bring: Proven experience delivering technology and business change projects from initiation through to implementation. Experience managing multiple concurrent projects while balancing competing priorities. Strong project planning and delivery management skills, ensuring projects are delivered within agreed scope, budget and timelines. Excellent stakeholder management skills with the confidence to build trusted relationships across technical and business teams. Experience managing project risks, issues, assumptions and dependencies. Experience working with cross-functional teams and third-party suppliers. Strong organisational skills with the ability to adapt to changing priorities. Experience working within Agile, Hybrid and Waterfall delivery environments. Fluent English and business-level Spanish, both written and spoken. Experience using delivery tools such as Jira, Confluence and Microsoft 365. It would be great if you also have: Experience within travel, loyalty or digital product organisations. Exposure to AI or AI-enabled technology initiatives. Professional certifications such as PRINCE2, Agile, MSP or SAFe. We might not be right for you if: You only want to focus on your own to-do list. We're a collaborative, high-performing team that succeeds by supporting one another. You value perfection over progress. We move at pace, learn quickly and continuously improve. You're looking to hand projects over once they're defined. This is an end-to-end delivery role where you'll own initiatives from idea through to implementation and review.If you think you have what it takes but don't meet every single requirement, we'd still love to hear from you. Research shows that some people are less likely to apply unless they meet every requirement, but we know great talent comes in many forms. The Blend This role forms part of our Loyalty Division and is based from our London office.We call our hybrid approach The Blend - giving you the flexibility to choose where you do your best work while staying connected with your team and the wider business. Typically, you'll spend at least two days each week in the office, with the remainder working from home. There may also be occasions where you'll work from one of our other office or partner locations depending on business needs. Why you'll love it You'll join a business that's investing heavily in technology, data and AI while transforming the future of loyalty. You'll have the opportunity to deliver meaningful projects, work with talented colleagues across the IAG Group and see the direct impact of your work on millions of customers.Whether you're leading the delivery of new technology, improving internal processes or enabling innovative customer experiences, you'll be trusted to make things happen while continuing to develop your own career in a collaborative, supportive environment.What makes us specialYou do.Our people bring the ideas, energy and curiosity that make IAG Loyalty a great place to work. As we continue to grow, you'll have the opportunity to grow with us through meaningful work, continuous learning and exciting career opportunities across our business. 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. About IAG LoyaltyAt IAG Loyalty we boast two ambitious and growing divisions in Loyalty and Holidays , and together we create a more rewarding world of travel and experiences.Through Avios, our global loyalty currency, we help millions of members turn everyday spend into travel, retail and financial service rewards.And through our Holidays division, including British Airways Holidays and Iberia Vacaciones, we connect customers to thousands of destinations worldwide with seamless, end-to-end travel experiences.It's all made possible by our teams, bringing together data, expertise and innovation to power unforgettable journeys and experiences. And in return? A one-of-a-kind culture where a love of travel connects us all. A business that's going places, and careers that are, too. If that sounds like the kind of place you'd like to be, find out more and join our team!

IAG Loyalty in London is seeking a Delivery Manager to lead the delivery of technology and business change initiatives that impact millions of Avios members. You'll own multiple projects, build strong stakeholder relationships, and collaborate with cross-functional teams. This role requires experience in managing concurrent projects within Agile and traditional methodologies. Beneficial skills include stakeholder management, project planning, and fluency in English and business-level Spanish. Embrace a hybrid work model while contributing to cutting-edge technology initiatives.