Product Lead (Pre booking experience)

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

British Airways Holidays is undergoing a major transformation — shifting from an outsourced, waterfall delivery model to an agile, in‑house product organisation. To lead this change, we need product leaders who are not just operationally strong, but who can inspire teams, influence stakeholders and help drive a cultural shift. As the Product Lead for Pre‑Booking, you’ll own one of our most commercially impactful areas. Pre‑booking is where customers make key decisions that drive revenue, conversion, AOV, repeat purchase rate and long‑term value — and your product strategy will directly shape how we meet our ambitious growth targets. You’ll set direction, build and coach an agile product team, and deliver major milestones within the context of a large, visible and tightly governed re‑platforming programme. This is a role for someone who loves pace, complexity, customer behaviour and commercial outcomes — and who’s excited to help redefine how we work.

What You’ll Be Doing

Lead Cultural & Operating Model Transformation Act as a change agent as we shift from outsourced delivery to an in‑house, agile product model Bring stakeholders on the journey — influencing new ways of working, mindsets and decision‑making Champion evidence‑based product development over opinion‑led approaches Set Vision & Strategy for Pre‑Booking Define the product vision and goals grounded in customer insight, analytics and business strategy Shape a roadmap that balances customer value, commercial impact and technical feasibility Be a Customer & Insight Champion Drive a customer‑first approach, embedding insight and behavioural data into all decisions Establish test‑and‑learn practices to validate hypotheses and optimise journeys Deliver Commercial Outcomes Own performance across key commercial KPIs including conversion, AOV, repeat purchase rate, RPV, CAC and LTV Understand commercial levers and ensure your roadmap directly supports revenue growth Lead an Agile, High‑Performing Product Team Lead Associate Product Owners, a QA Engineer, Business Analysts, a dedicated Tech Lead and specialist contractors Coach the team to deliver iteratively and ship value early and often Operate Within a Major Re‑Platforming Programme Navigate complex governance, interdependencies and senior stakeholders with confidence Work closely with central Tech to secure resources, shape solutions and ensure timely, high‑quality delivery Manage trade‑offs across pace, scope, cost and quality Drive Operational & Delivery Excellence Ensure a seamless, high‑quality customer experience across all pre‑booking touchpoints Manage investment and track budget performance Monitor product performance across customer, commercial, delivery and quality metrics, acting quickly on insight

What we need from you

Proven experience as a product and people leader in an agile digital or e‑commerce environment

Ability to lead multi‑disciplinary teams to deliver customer and commercial outcomes

Strong commercial acumen — understanding how product decisions influence conversion, AOV and lifetime value

Excellent communication, influencing and stakeholder‑management skills

A strategic thinker who connects customer insight, behavioural data and business goals

Experience delivering within complex, multi‑stakeholder programmes

Comfortable with ambiguity, change and evolving environments

Experience managing multi‑million‑pound budgets

A passion for building brilliant customer experiences that drive measurable impact

Why you’ll love it

• You’re excited to build from the ground up
• Help shape new products, processes and ways of working within a brand reinventing itself.
• You thrive in small, high‑performing teams
• Work with a team that collaborates, supports and celebrates together.
• You love pace and continuous learning
• See ideas turn into reality quickly — we value progress over perfection.
• You love end‑to‑end ownership
• You’ll shape strategy, delivery and optimisation — and see the real impact of your work.

What Makes Us Special

You do! Our people bring the energy, the warmth, and the ideas that make the business extraordinary. As we grow, you’ll have the chance to grow too — with real opportunities to develop your skills and your career.

Hybrid working

This role will work as part of our Holidays division. Our offices are located in central Crawley and we operate a hybrid working model (UK‑based only). Typically, this role involves working from the office two days per week, with additional in‑office days as required for meetings or collaboration. Office attendance is coordinated to ensure team members are on‑site together, enabling effective in‑person collaboration. During the initial training period, new colleagues are usually supported on a full‑time, office‑based schedule. Once fully trained and confident in the role, you will transition to our hybrid working approach.

Please note: We may close this vacancy early if we receive a high volume of applications or if business priorities change.

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.

At 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! Together we're creating a more rewarding world of travel and 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.

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