UX Researcher

Here at IAG Loyalty, our Product team are 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 use their storytelling skills to shape design decisions. If that's you, and you're ready to take your career places, get in touch!

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.

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

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.

What you'll get up to

1. 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.
2. Analyse a range of data to generate insights and recommendations on our product strategy.
3. Collaborate with cross-functional teams to integrate user research findings into the product development process.
4. Create user personas, journey maps, and other deliverables that communicate user insights.
5. Advocate for the user by presenting research findings to stakeholders and influencing product decisions.
6. Build and grow our British Airways Executive Club and AerClub customer testing panel.
7. 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.
8. Assist with research ops including recruitment, tooling and documentation.
9. Build relationships with participant recruitment agencies to offer focus groups/specific testing criteria.
10. Keep updated with what's happening in the UX industry and find relevant conferences/summits the UX Research team should attend.
11. Assist with building a network of other UX Researchers for knowledge sharing.
12. Communicate research findings and illustrate suggestions in compelling and creative ways.

What we need from you

1. Solid experience in UX Research – if that's in a tech or product-driven environment then great.
2. You know your craft. You have a strong understanding of various research methods and when to apply them.
3. You're comfortable in a fast-paced environment with the ability to manage multiple priorities spanning retail, loyalty and travel.
4. You use data to inform your work, and the work of those around you.
5. You're comfortable managing a range of stakeholders, within and outside the business.
6. Ability to communicate complex concepts in a clear and concise manner.

What you'll get in return

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

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.

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.

About IAG Loyalty

We help 40 million members see the world through rewarding experiences. They could be jetting off on the trip of a lifetime, exploring local restaurants, or saving on their weekly shop. And it’s all thanks to our team of 600 loyalty pioneers. Our teams bring together a powerful combination of data, expertise and innovation to turn everyday spend into our global currency Avios. 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 Club!

Our Values

We're loyalty pioneers, creating the world's most rewarding experiences.

This is our vision, it gives us direction in where we're heading and our values show us how we'll get there. Our values outline how we show up when we're firing on all cylinders. From our Contact Centre to Madrid and Head Office colleagues, they outline the expectations we have for each other and what it means to work in our Club.