UX Researcher (12 month FTC)

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 ✨

We’re looking for a UX Researcher to join our team on a 12 month FTC basis helping shape the future of our digital products through high-quality, insight-led research.

This is a highly collaborative role where you’ll work across multiple product teams, influencing design, product strategy and roadmap decisions through a deep understanding of our customers. You’ll play a key role in making research a team sport, ensuring insight is accessible, actionable and embedded into everything we build.

What you’ll be doing 🚀

• Planning and delivering a range of research activities, including usability testing, interviews and surveys

• Running qualitative, quantitative and mixed-methods research across web and app experiences

• Analysing feedback and data to generate clear, actionable insights for Product Managers and Designers

• Supporting product teams in defining the right research approach to inform decisions and prioritisation

• Collaborating closely with Designers and Product Managers to support iterative development and roadmap planning

• Creating engaging outputs such as insight summaries and highlight reels

• Ensuring all research is documented and accessible within our repository (Condens)

• Working across multiple product teams, with the opportunity to embed where needed

• Contributing to research planning and helping align activity across teams to maximise impact

• Building strong relationships across the business and supporting a culture of insight-led decision making

What we need from you ⚡

• Proven experience delivering UX research across digital products, ideally in complex or scaled environments

• Strong experience running usability testing, interviews and other qualitative and quantitative research methods

• Ability to translate data and feedback into clear, actionable insights that influence product and design decisions

• Experience working in cross-functional product teams alongside Product Managers, Designers and Engineers

• Confidence supporting and guiding teams on research methods, scope and best practice

• Strong communication and storytelling skills, with the ability to bring insight to life for different audiences

• Experience managing research documentation and repositories

• Ability to manage multiple projects and stakeholders across different teams

• Collaborative mindset, with a passion for making research accessible and impactful

• Experience mentoring or supporting more junior team members

• Curiosity and interest in industry trends, tools and continuous improvement

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.

The Blend 📍

This role will work as part of our Loyalty Division and is based out of our London/Warrington 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

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.