AI Automation Manager

IAG Loyalty; Warrington; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

IAG Loyalty in Warrington is seeking an AI & Automation Manager to shape how we use emerging technology to improve customer experiences and operational efficiency. You’ll lead initiatives spanning conversational AI, agent‑assist, and workflow automation while aligning with Customer Experience and Technology teams.

You will explore new technologies, evaluate opportunities, and influence prioritisation to deliver tangible business value and improved customer outcomes.

Qualifications

• Extensive experience in AI, automation and digital transformation within customer operations.
• Proven ability to identify automation opportunities across journeys.
• Knowledge of governance and responsible AI practices.
• Strong stakeholder management and influence.

Responsibilities

• Identify and evaluate opportunities to use AI and automation across frontline and back‑office customer servicing.
• Explore conversational AI, agent‑assist, workflow automation and emerging capabilities.
• Collaborate with Customer Experience and Operational Delivery teams to translate challenges into automation opportunities.
• Assess value, feasibility, risks and dependencies of proposed AI solutions.
• Act as SME for AI and automation within Customer Contact and guide stakeholders.
• Partner with Product and Technology to shape options and roadmaps.

Skills

AI & automation strategy

Stakeholder management

Digital transformation

Job description

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 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.

What you’ll be doing

• 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 and encouraging curiosity, innovation and new ways of thinking.
• Work with internal teams and external technology partners to understand capabilities, explore solutions and help bring opportunities to life.

What we need from you

• Strong experience in AI, automation, digital transformation or technology‑enabled customer operations, with an understanding of how technology can improve customer servicing.
• Experience identifying, evaluating and shaping automation opportunities across customer journeys, operational processes or service environments.
• Good knowledge of AI and automation technologies, including conversational AI, agent‑assist, workflow automation or similar emerging capabilities.
• Strong analytical and commercial thinking, with the ability to assess potential value, feasibility, risks and operational impact.
• Experience working with Product, Technology, Customer Experience or Operational teams to develop and implement technology‑enabled improvements.
• An understanding of customer contact operations, including the challenges and opportunities across frontline and back‑office servicing.
• Excellent stakeholder management and influencing skills, with the confidence to build relationships, challenge thinking and bring people together around shared priorities.
• The ability to translate complex technical concepts into clear, practical recommendations that non‑technical stakeholders can understand and act on.
• Strong problem‑solving and decision‑making skills, with the ability to balance customer needs, colleague experience, technical considerations and business objectives.
• An understanding of AI governance, risk management and responsible use of emerging technologies.
• A proactive and curious mindset, with the confidence to explore new ideas, challenge existing approaches and identify opportunities for meaningful 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 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.

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

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.