Product Lead (Pre booking experience)

AIRMILES Travel Promotions, Ltd.; Crawley; On-site; GBP 60,000 - GBP 80,000; Full time

Job description

✈️ British Airways Holidays

Come and be part of our next adventure

📍 Hybrid – Crawley (2 days per week)

At British Airways Holidays, we don’t just sell holidays — we create memories. From handpicked hotels to curated car hire and unforgettable experiences, we help customers make the most of their time away.

And it all starts with our people.

This is your chance to be part of it.

🌍 A Little About Us

We’re a thriving business, passionate about travel and part of IAG Loyalty — the people behind the global loyalty currency, Avios. Each business has its own strategy, goals and team, but we’re united by a shared purpose:
to create the world’s most rewarding experiences for customers through holidays, loyalty programmes and innovative new products.

📱 About the Role

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 You’ll Bring

• 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 We Can Offer You

Our office is in central Crawley with hybrid working (UK only). Most colleagues work onsite twice a week, with flexibility depending on meetings and collaboration needs. We typically support new colleagues with more frequent office time for the first few weeks.

🌟 Why You’ll Love It Here

• 26 days holiday (rising to 30 with service) + bank holidays — option to buy/sell 5

• Unlimited standby & premium standby fares for you and your nominees from day one

• Holiday & flight discounts for you, friends & family from day one

• Flexible working hours

• Annual bonus

• Pension (6% employer / 3% employee)

• Private medical & dental with BUPA

• Enhanced Primary & CoParent Leave

• Work up to 20 days per year in Europe

• Cycle to Work scheme

• Electric/ULEV car scheme

• Ability to purchase Avios through salary at a discounted rate

• Wellbeing and recognition programmes

🌈 Diversity, Equality & Inclusion

We’re committed to creating a workplace where everyone feels valued, respected and able to thrive — professionally and personally.
We aim to be:

Inclusive – everyone feels they belong

Equitable & fair – recognising and supporting individual needs

Diverse – representing the communities we serve

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

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.