AI Automation Manager

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.

We’re looking for an AI & Automation Manager to help shape how we use emerging technology to create better experiences for our customers, colleagues and wider Customer Contact operation.

From conversational AI and agent-assist tools to workflow automation and smarter ways of working, there’s huge potential to transform how we support our customers across the Avios ecosystem. You’ll play a key role in identifying where AI and automation can make a real difference, turning operational challenges and customer needs into meaningful opportunities for improvement.

As our AI and automation subject‑matter expert, you’ll explore new technologies, evaluate opportunities and help shape solutions that deliver genuine customer and business value. You’ll work closely with teams across Customer Experience, Operational Delivery, Product and Technology, bringing together insight, expertise and practical thinking to influence what we prioritise and how we move forward.

This is an opportunity for someone who is curious about what technology can do, but equally passionate about making sure it solves the right problems. You’ll have the space to challenge existing thinking, influence decisions and help shape the future of customer servicing at IAG Loyalty.

• Identify and evaluate opportunities to use AI and automation across frontline and back‑office customer servicing, improving customer outcomes, colleague experience and operational efficiency.
• Explore technologies including conversational AI, agent‑assist, workflow automation and emerging capabilities, understanding how they could improve our customer journeys and ways of working.
• Work closely with Customer Experience and Operational Delivery teams to understand customer and colleague challenges, translating these into practical automation opportunities.
• Assess the potential value, feasibility, risks and dependencies of proposed AI and automation solutions, using customer, operational and commercial insight to inform recommendations.
• Act as the subject‑matter expert for AI and automation within Customer Contact, providing guidance, expertise and constructive challenge to stakeholders.
• Partner with Product and Technology teams to shape solution options, influence product roadmaps and support prioritisation and investment decisions.
• Support the development and implementation of AI and automation initiatives, ensuring solutions remain grounded in real customer needs and operational requirements.
• Challenge proposed solutions where the value isn't clear, exploring alternative approaches that could deliver better outcomes.
• Identify and manage potential risks associated with automation, considering responsible AI principles, governance and the impact on customers and colleagues.
• Keep up to date with emerging technologies and industry developments, identifying opportunities that could shape the future of customer servicing.
• Build understanding and confidence in AI and automation across Customer Contact, sharing knowledge…