Tech Lead

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.

The Loyalty division provides the technical capabilities and designs the loyalty programmes for IAG airlines through our Loyalty Platform. Within Customer Contact, Amazon Connect serves as our core contact platform, alongside other customer channels aligned to our Customer Contact Strategy. In this new Tech Lead opportunity, you will play a key role in designing, building and architecting innovative solutions across our contact centre products. You’ll ensure customers receive a seamless experience while providing colleagues with effective, efficient tools to support their work. Collaborating closely with the Product Manager, you will assess technical feasibility, define architectural constraints, act as the Senior Engineer in the team and provide guidance to developers to enable smooth integration with our web and mobile channels. As the team’s technical advocate, you will lead all aspects of development, sharing industry knowledge, advising on best practices, and introducing innovations to benefit the business both now and in the future.

As the Tech Lead for our Contact Centre products, you will own the architecture, get hands on to deliver the vision and drive its evolution to improve efficiency, effectiveness, and user satisfaction across the platform. While Amazon Connect will be a key focus, you will also support other contact centre solutions, ensuring all systems are fit for purpose, scalable, and aligned with best practices. You will manage integrations with third-party systems and collaborate closely with other product teams across the Loyalty division and the wider group to ensure seamless interoperability and secure, robust solutions. You will champion high-quality development across the team, applying appropriate testing methodologies, participating in code reviews, and leveraging static analysis tools to maintain maintainable, high-performance software. You will create and maintain clear technical documentation for internal teams and external stakeholders, ensuring the right level of detail and tone. Using a proactive, data-driven approach, you will monitor product health, identify areas for improvement, and drive initiatives to maintain system reliability, performance, and user satisfaction. Additionally, you will mentor and guide engineers on architecture, integration patterns, and best practices, helping raise the technical capability and innovation of the team.

What we need from you:

• Architecture & design expertise – proven ability to design and evaluate new services, ensuring solutions align with product goals and system health.
• Integration patterns & security awareness – solid understanding of secure, scalable system integration and best-practice security principles.
• Cloud & DevOps skills – demonstrated experience delivering cloud-native products using modern CI/CD pipelines, with hands-on expertise in AWS, GitHub, and Terraform (preferred).
• Development skills – strong expertise in at least one core language or framework (e.g. Node.js, TypeScript, React), with a sound understanding of APIs and common design patterns.
• Agile mindset – extensive experience working in agile environments, focused on delivering customer value and driving continuous improvement.
• Contact centre experience – preferred but not essential. Experience with Amazon Connect is advantageous; strong candidates without direct domain experience will be considered.

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.

This role will work as part of our Loyalty Division and 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.

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.