Product Manager

IAG Loyalty; Scotland; Remote; GBP 60,000 - 80,000; Full time

Job description

Who we are

We're the people behind global loyalty currency, Avios, and home to three ambitious, growing businesses; Loyalty, British Airways 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

The Contact Centre is an award-winning operation with over 200 colleagues and is predominantly a homeworking operation. There is an office based in Warrington, UK. We have established hubs that have core focus areas from redemption, member servicing, fulfilment and new enterprise support.

The Customer Contact Centre for IAG Loyalty is the Centre of Excellence for Loyalty services. It is predominantly a B2C organisational model with the goal of delivering an effortless and seamless customer experience when using our loyalty programme. Over the next few years, the priority is to transform our operating model for Colleagues and Customers to deliver the growth plans of our organisation.

We're looking for a Product Manager to lead our Amazon Connect team, responsible for building and maintaining the Customer Contact platform, which is used to support all our Customer Contacts into our IAGL Contact Centre from Customers across the IAG Loyalty programmes. We use this as a multi-channel platform and have already built voice, webchat, virtual assistance and whatsapp to date. It also provides Colleagues with the interface which has many 3rd party integrations to enrich the information available to the Customer about the Colleague. Amazon Connect is a key enabler in all of our transformation initiatives to support the growth plans of our Company.

You'll collaborate with the transformation teams on building out the goals for the product, as well as execution against the roadmap to deliver Customer and Colleague value, and the safe and reliable operation of the live product.

What you'll get up to

We Might Not Be Right For You If

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.

• You'll set the goals for your product, considering broader product vision and strategy.
• You'll then set and prioritise your roadmap, ensuring your solution design and decision making is informed by business priorities, customer research / data and the efficient and effective use of tech.
• You'll work with a wide team, including Software Engineers, QA Engineers and Designers, to deliver against your product roadmap.
• You'll consider new potential features with a Customer lens, ensuring prioritisation is driven by business value in combination with customer research and analytics.
• You'll be responsible for choosing the agile methodologies that best enable your team and product to be successful, continuously assessing their effectiveness and adjusting as needed.
• You'll be accountable for a safe, high quality operation on your live product, including the meeting of DORA targets.
• You'll engage with key stakeholders on delivery including at IAGL, our partner airlines (e.g. British Airways), our non-air partners and suppliers as needed, and communicate transparently around product priorities and progress.
• You'll manage the budget for your product, ensuring spend is efficient and meets budgets.

What we need from you

• You're an experienced Product Manager, with the ability to lead agile product delivery and build brilliant B2C product experiences.
• You have excellent commercial acumen, with an ability to understand where your product fits in the bigger picture for the area, channel and business.
• Experience of managing investment to budgets.
• You know how to deliver agile product roadmaps and can coach and inspire teams to deliver against them.
• You're a strong communicator who is able to create transparency around product priorities, progress and plans.
• If you have experience working with payment and the optimisation of e-commerce checkout flows is a bonus.
• 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.
• 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

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.