CAREERS & JOBS (LOYALTY & CX)

IAG Loyalty is hiring: Proposition Manager

Who We Are 🩵

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

This is an exciting opportunity to shape the next generation of customer-facing loyalty propositions across IAG. In this role, you’ll help define, develop, and evolve products and experiences that deliver real value for customers — and measurable results for our business.

You’ll work closely with colleagues across IAG Loyalty and our airline partners to bring customer-centric ideas to life, from early-stage evaluation through to launch and optimisation.

To succeed, you’ll bring a strong understanding of loyalty, a commercial mindset, and the curiosity to uncover what really matters to our customers — helping us build propositions that are both desirable and profitable.

This role is based out of 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 will be required to spend at least two days per week in the office, with the rest of the time working from home. You may also be required to work from one of our other office or partner locations, based on your role and ‘to do’ list.

What You’ll Get Up To

• Develop innovative, customer-facing loyalty propositions and products across the IAG airlines
• Shape compelling earn, redeem and recognition experiences — from Avios collection through to tier benefits — that drive value for members and the business
• Use customer insight, behavioural data, and industry benchmarking to identify opportunities to improve the loyalty proposition and customer experience
• Collaborate with airline partners to design end-to-end loyalty journeys — including those for customers with tier status — that are seamless, rewarding, and differentiated
• Conduct and apply data analysis (e.g. customer behaviour, market trends, competitor activity, technology and economic shifts) to inform proposition strategy and direction
• Lead each stage of the proposition development lifecycle — from early concept through to business case, launch and optimisation — ensuring alignment with airline partners, commercial goals, and broader Group strategy
• Work with Finance and Pricing teams to develop commercial models that ensure propositions are both desirable and sustainable
• Build robust business cases in partnership with airline stakeholders to secure support and approval for proposition changes
• Own a portfolio of strategic initiatives and be accountable for meeting defined KPIs
• Build strong relationships across IAG Loyalty and airline stakeholders — championing loyalty best practice and helping embed customer-centric thinking across the Group
• Maintain a strong understanding of loyalty trends, competitor propositions and customer expectations — providing insight to guide proposition design and support strategic decisions across IAG Loyalty and the wider Group

What We Need From You

• Proven experience designing compelling customer propositions — ideally within airline loyalty or customer experience, though this is not essential
• Strong collaborator and individual contributor who thrives working across cross-functional teams to deliver impactful outcomes
• Curious about the loyalty industry and competitor activity, with a commercial mindset and strategic vision to drive value for both customers and the business
• Skilled at using customer data and insight to identify opportunities, shape propositions, and enable evidence-based decision-making
• An engaging, clear communicator and influencer who builds strong relationships and can effectively articulate complex ideas to diverse audiences
• Adaptable and proactive learner with a growth mindset, comfortable embracing new ways of working including agile methodologies
• Resilient and open to feedback, thriving in an environment that values transparency and continuous improvement
• Experienced in managing complex projects with a focus on delivering for the customer

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, 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, 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.

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.