At a Glance
- Tasks: Lead the design and architecture of innovative contact centre solutions.
- Company: Join IAG Loyalty, a leader in global loyalty programmes.
- Benefits: Flexible hybrid work, competitive salary, and opportunities for professional growth.
- Other info: Be part of a diverse team driving innovation and transformation.
- Why this job: Make a real impact on customer experience with cutting-edge technology.
- Qualifications: Expertise in architecture, cloud technologies, and agile development.
The predicted salary is between 36000 - 60000 £ per year.
IAG Loyalty 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 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, 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.
This role is based in our London, Victoria office. Our hybrid approach, The Blend, provides flexibility while keeping teams connected. You will be expected to spend at least two days per week in the office, with monthly travel to our Warrington office.
As the Tech Lead for our Contact Centre products, you will own the architecture 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 IAGL 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.
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.
Who we are
We’re the people behind global loyalty currency, Avios, and home to two ambitious, growing businesses across Loyalty and Holidays. Each business has its own goals, strategy and team, but collectively we share a purpose to create the world’s most rewarding experiences for our customers through loyalty programmes, new products and holidays. We’re on a truly exciting journey of growth and transformation – we’re going places! This is where you come in.
Tech Lead employer: IAG Loyalty
IAG Loyalty is an exceptional employer that prioritises innovation and collaboration, making it an ideal place for a Tech Lead to thrive. With a hybrid work model based in the vibrant London Victoria office, employees enjoy flexibility while being part of a dynamic team dedicated to creating rewarding experiences. The company fosters a culture of equity, diversity, and inclusion, offering ample opportunities for professional growth and development, ensuring that every team member feels valued and empowered to contribute to meaningful projects.
StudySmarter Expert Advice🤫
We think this is how you could land Tech Lead
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at meetups. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for those interviews! Research the company and its products, especially their contact centre solutions. Show them you’re not just another candidate; you’re genuinely interested in what they do.
✨Tip Number 3
Practice your technical skills! Brush up on your architecture and design expertise, and be ready to discuss how you’d tackle real-world problems they face. They want to see your thought process!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team.
We think you need these skills to ace Tech Lead
Some tips for your application 🫡
Show Your Passion for Tech:When writing your application, let your enthusiasm for technology shine through! We want to see how your experience aligns with the role of Tech Lead and how you can contribute to our innovative solutions.
Tailor Your Application:Make sure to customise your application to highlight your relevant skills and experiences. Focus on architecture, integration patterns, and any cloud or DevOps expertise you have. This helps us see why you're a great fit for our team!
Be Clear and Concise:We appreciate clarity in applications. Use straightforward language and structure your thoughts well. This not only makes it easier for us to read but also reflects your communication skills, which are crucial for a Tech Lead.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, we love seeing candidates who follow the process!
How to prepare for a job interview at IAG Loyalty
✨Know Your Tech Inside Out
As a Tech Lead, you’ll need to demonstrate your architecture and design expertise. Brush up on your knowledge of cloud-native products, especially AWS, GitHub, and Terraform. Be ready to discuss how you've applied these skills in past projects and how they align with the role.
✨Showcase Your Integration Skills
Understanding integration patterns and security is crucial for this position. Prepare examples of how you've successfully integrated systems in the past, focusing on scalability and security best practices. This will show that you can ensure seamless interoperability across platforms.
✨Emphasise Your Agile Mindset
The company values fast iteration and continuous improvement. Be prepared to share experiences where you’ve worked in agile environments, highlighting how you’ve delivered customer value and adapted to changes quickly. This will demonstrate that you fit well within their dynamic team.
✨Prepare for Collaboration
Collaboration is key in this role, so think about how you’ve worked with product managers and developers in the past. Be ready to discuss how you’ve mentored others and shared industry knowledge, as this will show your ability to lead and advocate for your team effectively.
