UX Researcher (12 month FTC)

📍 Job Overview

Job Title: UX Researcher (12 month FTC)

Company: IAG Loyalty

Location: London, United Kingdom

Job Type: Full-time, Temporary

Category: User Experience Research

Date Posted: April 17, 2026

Experience Level: Mid-Level (2-5 years)

Remote Status: Hybrid

🚀 Role Summary

• This role focuses on conducting user experience research to inform the design and strategy of digital products within the Loyalty and Holidays divisions of IAG Loyalty.

• The UX Researcher will be instrumental in translating customer insights into actionable recommendations for product managers and designers, driving iterative development and roadmap planning.

• A key aspect of this position involves making research a collaborative team sport, ensuring insights are accessible and integrated into the product development lifecycle.

• The position requires a blend of qualitative, quantitative, and mixed-methods research expertise applied across web and app platforms.

📝 Enhancement Note: The temporary nature (12-month FTC) is a critical factor for candidates to consider, impacting long-term career planning and commitment. The role's focus on "making research a team sport" suggests a culture that values collaboration and shared ownership of user insights, moving beyond siloed research functions.

📈 Primary Responsibilities

• Plan and execute a variety of UX research activities, including usability testing, in-depth user interviews, and surveys to gather comprehensive user feedback.

• Conduct qualitative, quantitative, and mixed-methods research to understand user behavior, needs, and pain points across web and mobile application experiences.

• Analyze research findings and user data to generate clear, actionable insights that directly influence product strategy, design decisions, and prioritization for Product Managers and Designers.

• Support product teams by advising on the most appropriate research methodologies and scope to effectively inform decisions and prioritize backlog items.

• Collaborate closely with cross-functional product teams, including Designers and Product Managers, to support iterative design processes and contribute to roadmap planning.

• Create compelling and engaging research outputs, such as insight summaries, highlight reels, and presentations, to effectively communicate findings to various stakeholders.

• Maintain and organize research documentation within the designated repository (Condens), ensuring accessibility and knowledge sharing.

• Work across multiple product teams, with the flexibility to embed within specific teams as needed to provide dedicated research support.

• Contribute to the overall research planning process, helping to align research activities across different teams to maximize collective impact and strategic coherence.

• Build and nurture strong working relationships across the wider business to foster a culture of insight-led decision-making.

• Mentor or support more junior team members in research practices and methodologies, contributing to team development.

📝 Enhancement Note: The responsibility to "contribute to research planning and helping align activity across teams" indicates a need for strategic thinking beyond individual project execution, focusing on the broader research roadmap and its integration with business objectives. The mention of "Condens" as the research repository is a specific tool requirement that candidates should be aware of.

🎓 Skills & Qualifications

Education: While no specific degree is listed, a Bachelor's or Master's degree in Human-Computer Interaction, Psychology, Sociology, Design, or a related field is typically beneficial for UX research roles.

Experience: Proven experience delivering UX research across digital products, ideally in complex or scaled environments. A minimum of 2-5 years of dedicated UX research experience is expected for a mid-level role.

Required Skills:

• Demonstrated experience in planning and executing a range of UX research methods, including usability testing, user interviews, and surveys.

• Proficiency in conducting qualitative, quantitative, and mixed-methods research across digital platforms (web and app).

• Strong ability to translate complex data and user feedback into clear, actionable insights that directly influence product and design decisions.

• Experience working effectively within cross-functional product teams, collaborating closely with Product Managers, Designers, and Engineers.

• Confidence in advising and guiding product teams on research methods, scope definition, and best practices.

• Excellent communication and storytelling skills, with a proven ability to present research findings engagingly to diverse audiences.

• Experience managing research documentation and utilizing research repositories.

• Proven ability to manage multiple research projects and stakeholders concurrently across different teams.

• A collaborative mindset with a strong passion for making user research accessible, actionable, and impactful.

• Experience mentoring or supporting more junior team members in research practices.

Preferred Skills:

• Experience in the travel, loyalty, or e-commerce industries.

• Familiarity with analytics tools for quantitative data analysis.

• Experience with A/B testing and experimental design.

• Knowledge of agile development methodologies.

• Experience with specific research tools beyond Condens (e.g., UserTesting.com, Optimal Workshop, SurveyMonkey, Qualtrics).

📝 Enhancement Note: The requirement for experience in "complex or scaled environments" suggests the company is looking for candidates who can navigate intricate product ecosystems and manage research at scale, which is common in large organizations like IAG. The emphasis on "mentoring or supporting more junior team members" hints at a potential for leadership within the research function, even in a temporary capacity.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A portfolio showcasing a range of UX research projects, clearly demonstrating the research process from planning to insight generation and impact.

• Examples of how research findings have directly influenced product strategy, design iterations, and roadmap decisions, with measurable outcomes if possible.

• Demonstrations of proficiency in various research methodologies (usability testing, interviews, surveys, mixed-methods) applied to real-world digital product challenges.

Process Documentation:

• Examples of well-documented research plans, participant recruitment strategies, and research protocols.

• Demonstrations of how research insights were analyzed, synthesized, and communicated effectively to stakeholders.

• Evidence of experience managing research findings in a centralized repository, such as Condens, ensuring data integrity and accessibility.

📝 Enhancement Note: Candidates should prepare to showcase how their research directly led to tangible improvements or informed critical product decisions. Specific examples of influencing product strategy and roadmap planning will be highly valued, demonstrating an understanding of how research integrates into business objectives.

💵 Compensation & Benefits

Salary Range: Given the role is a 12-month Fixed-Term Contract (FTC) for a UX Researcher in London, and based on industry benchmarks for mid-level UX Researchers in the UK, the estimated salary range would be between £45,000 to £65,000 per annum. This estimate considers the London location, the experience level (2-5 years), and the FTC nature of the role.

Benefits:

• Competitive salary commensurate with experience for a 12-month FTC.

• Access to employee benefits, which may include pension contributions, life insurance, and potential for travel discounts or loyalty program benefits.

• Hybrid working model ("The Blend") offering flexibility with at least two days per week in the office and the remainder from home.

• Opportunity to work with a leading organization in the travel and loyalty industry.

• Professional development opportunities, including potential for training and exposure to industry best practices.

• Contribution to a high-performing, collaborative team environment.

Working Hours: The standard working hours are 40 hours per week. The hybrid model allows for flexibility in how these hours are structured, with a requirement to be in the London office for at least two days per week.

📝 Enhancement Note: The FTC nature of the role is a primary compensation driver; candidates should expect a salary that reflects this, potentially with a slight premium to attract talent for a fixed term. The hybrid "The Blend" policy, requiring a minimum of two days in the office, is a key benefit to highlight for work-life balance. Salary estimation is based on UK market data for similar roles and experience levels.

🎯 Team & Company Context

🏢 Company Culture

Industry: Travel & Hospitality, Loyalty Programs, E-commerce. IAG Loyalty operates within the dynamic travel sector, managing global loyalty currency (Avios) and holiday package offerings. This industry is characterized by evolving customer expectations, digital transformation, and competitive loyalty ecosystems.

Company Size: IAG Loyalty is part of the International Airlines Group (IAG), a large global entity. While specific numbers for IAG Loyalty aren't provided, its structure as a division suggests a significant operational footprint. The role is within a "small, high-performing team."

Founded: IAG Loyalty is built upon established brands and loyalty programs, with Avios itself having a history. The organization emphasizes growth and transformation, indicating a forward-looking and agile culture within a larger corporate structure.

Team Structure:

• The UX Researcher will be part of a "small, high-performing team" within the Loyalty Division. This team is likely specialized in user research and closely integrated with product and design functions.

• The reporting structure will likely involve a Research Lead or Head of UX/Product, with the researcher collaborating closely with Product Managers and Designers across various product teams.

Methodology:

• The team emphasizes "insight-led decision making" and making "research a team sport." This implies a data-driven approach where user insights are democratized and accessible.

• Workflow planning and optimization are central, with the researcher supporting "iterative development and roadmap planning" and ensuring insights are "embedded into everything we build."

• Automation and efficiency are implicitly valued through the focus on improving digital products and customer experiences. The mention of "Condens" for research documentation also points to system integration for efficiency.

Company Website: https://www.iagloyalty.com/

📝 Enhancement Note: The duality of being part of a large group (IAG) while operating within a "small, high-performing team" suggests a culture that balances corporate structure with agility and autonomy. The emphasis on "growth and transformation" indicates a company undergoing significant change, offering opportunities for impact.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-level (2-5 years of experience) within the UX Research discipline. It requires a solid foundation in research methodologies and the ability to work independently on projects while also collaborating effectively within product teams. The role involves influencing product decisions and potentially mentoring junior colleagues.

Reporting Structure: The UX Researcher will likely report to a Research Lead, Head of UX, or a senior Product Manager within the Loyalty division. They will work closely with Product Managers and Designers, forming a core part of product development squads.

Operations Impact: The UX Researcher's primary impact is on the user experience of IAG Loyalty's digital products, directly influencing customer satisfaction, engagement, and conversion rates. By providing deep user insights, they help shape product strategy, prioritize features, and optimize user journeys, ultimately contributing to the success of loyalty programs and holiday bookings, which are key revenue drivers.

Growth Opportunities:

• Specialization: Deepen expertise in specific research methodologies (e.g., advanced qualitative techniques, large-scale quantitative analysis) or product areas (e.g., loyalty program features, holiday booking flows).

• Leadership: With experience and demonstrated impact, there's potential to move into Senior UX Researcher roles, lead research initiatives, or even transition into UX management or product strategy roles, particularly if the FTC is extended or leads to a permanent position.

• Cross-functional Exposure: Gain broader experience by working across different product teams and potentially collaborating with marketing, customer service, and data analytics teams, enhancing understanding of the entire customer lifecycle.

• Industry Expertise: Develop specialized knowledge within the travel and loyalty sector, becoming a subject matter expert in user behavior within this domain.

📝 Enhancement Note: While this is a 12-month FTC, candidates should inquire about the possibility of extension or conversion to a permanent role. The opportunity to "mentor or support more junior team members" could be a stepping stone to demonstrating leadership potential.

🌐 Work Environment

Office Type: The role is based in London, UK, and operates under a hybrid working model called "The Blend." This suggests a modern office environment designed to support both focused individual work and collaborative team activities.

Office Location(s): The primary office location mentioned is London, UK. The description also notes potential work from "other office or partner locations," indicating flexibility and a distributed presence.

Workspace Context:

• The environment is described as collaborative, with the researcher working "across multiple product teams" and needing to "build strong relationships across the business." This implies an open, team-oriented workspace that facilitates interaction.

• The company is focused on digital products, so the workspace will be equipped with the necessary technology for research, design, and development, including access to relevant software and tools.

• Opportunities for "research as a team sport" suggest frequent interaction with Designers, Product Managers, and potentially Engineers, fostering a dynamic and communicative atmosphere.

Work Schedule: The standard working hours are 40 hours per week. The "The Blend" hybrid model allows for flexibility, requiring a minimum of two days per week in the office and the rest from home. This structure is designed to balance work and personal life while ensuring team cohesion and collaboration.

📝 Enhancement Note: Candidates should clarify expectations regarding the specific office location within London and the cadence of in-office days, as "at least two days per week" can vary. Understanding the typical team composition and interaction patterns within the hybrid model will be key.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely review applications and conduct a brief phone screen to assess basic qualifications and cultural fit.

• Hiring Manager Interview: A more in-depth discussion with the hiring manager to explore experience, research methodologies, and understanding of the role's objectives.

• Portfolio Review & Presentation: Candidates will be asked to present a selection of their work, focusing on specific research projects that demonstrate their skills in planning, execution, analysis, and impact. This is a critical stage where they will articulate their process and how their insights influenced outcomes.

• Cross-functional Team Interview: An interview with key stakeholders, such as Product Managers and Designers, to assess collaboration style, communication effectiveness, and ability to integrate research into product development workflows.

• Final Interview: Potentially a final discussion with a senior leader in the division to confirm fit and discuss career aspirations.

Portfolio Review Tips:

• Select 2-3 projects that best showcase your end-to-end UX research process, highlighting your contributions and impact.

• For each project, clearly articulate the research objectives, the methodologies used, your role, the key findings, and how those findings translated into actionable recommendations that influenced product decisions.

• Be prepared to discuss challenges encountered and how you overcame them.

• Quantify impact where possible (e.g., "research led to a 15% increase in task completion rate" or "identified critical usability issues that were prioritized for the next sprint").

Challenge Preparation:

• Be ready for hypothetical scenario questions, such as how you would approach researching a specific feature or problem for IAG Loyalty's products.

• Prepare to discuss how you would integrate research into an agile development process and collaborate effectively with Product Managers and Designers.

• Brush up on your understanding of "making research a team sport" – how would you facilitate this?

• Anticipate questions about your experience with Condens or similar research repositories.

📝 Enhancement Note: The emphasis on "making research a team sport" and "embedding insight where needed" suggests interviewers will probe how candidates facilitate knowledge sharing and empower non-researchers to utilize user insights. Candidates should prepare examples demonstrating this collaborative approach.

🛠 Tools & Technology Stack

Primary Tools:

• Research Platforms: UserTesting.com, Lookback, Maze, or similar for remote usability testing and user feedback collection.

• Survey Tools: SurveyMonkey, Qualtrics, Google Forms, Typeform for creating and distributing surveys.

• Prototyping/Design Tools (for reviewing): Figma, Sketch, Adobe XD (understanding how to work with prototypes is key).

• Collaboration/Documentation: Condens (specifically mentioned for research repository), Confluence, Miro, Mural for documentation, synthesis, and collaborative workshops.

Analytics & Reporting:

• Web/App Analytics: Google Analytics, Adobe Analytics (familiarity with interpreting user behavior data from these platforms is beneficial).

• Data Visualization: Tableau, Power BI (exposure to or ability to interpret dashboards created using these tools).

CRM & Automation:

• While not directly used by the researcher, understanding the CRM (potentially Salesforce or a custom solution for loyalty programs) and marketing automation platforms is helpful for context on customer journeys.

📝 Enhancement Note: Condens is explicitly mentioned as the research repository. Candidates should ideally have experience with such tools or be able to demonstrate a strong ability to learn and adapt to new systems for managing research data and insights efficiently.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A core value driving the need for user research, ensuring decisions are based on understanding customer needs and behaviors.

• Collaboration: Strong emphasis on "making research a team sport" and working "across multiple product teams," valuing teamwork and shared ownership of insights.

• Agility & Iteration: The company culture values "fast iteration and progress," learning and adapting quickly. Perfection is less important than continuous improvement.

• Impact & Ownership: The role is described as "end-to-end," requiring individuals comfortable owning their space from ideation through to delivery and review, demonstrating accountability and a drive for results.

• Continuous Improvement: A curiosity for "industry trends, tools and continuous improvement" is encouraged, highlighting a forward-thinking and learning-oriented mindset.

Collaboration Style:

• Cross-functional Integration: The researcher is expected to be deeply embedded within product teams, working daily with Product Managers and Designers. Collaboration extends across the business to foster a "culture of insight-led decision making."

• Process Review & Feedback: An environment that encourages learning and iteration implies a willingness to openly discuss research processes and outcomes, seeking feedback for improvement.

• Knowledge Sharing: The emphasis on making research accessible and ensuring documentation is available in a repository like Condens points to a culture that values sharing knowledge and insights widely.

📝 Enhancement Note: The explicit statement, "We might not be right for you if... You value perfection over fast iteration and progress," is a strong indicator of the company's pace and culture. Candidates should align their responses and experiences with this iterative, fast-paced approach.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Multiple Projects: Managing research for several product teams simultaneously requires strong prioritization and time management skills.

• Driving Insight Adoption: Ensuring that research findings are not just delivered but actively understood and acted upon by product teams, overcoming potential resistance or competing priorities.

• FTC Duration: Working within a 12-month contract requires rapid onboarding, immediate impact, and potentially navigating the uncertainty of contract end dates.

• Complex Environment: Navigating the intricacies of a large organization like IAG and its diverse digital products, which may involve legacy systems or complex user flows.

Learning & Development Opportunities:

• Methodological Deepening: Opportunity to refine and expand expertise in various qualitative and quantitative research techniques within a practical, fast-paced setting.

• Industry Immersion: Gain in-depth knowledge of the loyalty and travel sectors, understanding customer motivations and behaviors specific to these industries.

• Stakeholder Management: Enhance skills in communicating research insights and influencing a wide range of stakeholders, from product teams to potentially senior leadership.

• Mentorship: The opportunity to mentor junior colleagues provides valuable leadership experience.

📝 Enhancement Note: Candidates should prepare to discuss how they handle the pressure and constraints of a fixed-term contract, focusing on their ability to deliver significant impact quickly. Highlighting strategies for driving insight adoption will be crucial.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used research to significantly influence product strategy or a roadmap decision. What was your process, and what was the outcome?" (Prepare a STAR method example emphasizing influence and impact).

• "How would you approach making UX research a 'team sport' within a product team composed of Product Managers, Designers, and Engineers?" (Focus on collaboration, knowledge sharing, and empowering others).

Company & Culture Questions:

• "What interests you about IAG Loyalty and our mission to create a more rewarding world of travel and experiences?" (Research the company's brands, Avios program, and recent news).

• "Our culture values fast iteration and progress over perfection. How do you align with this approach in your research practice?" (Discuss how you balance rigor with speed and adapt your methods).

Portfolio Presentation Strategy:

• Structure: Begin with an overview of IAG Loyalty's business and your understanding of their user needs. Then, present 2-3 key projects. For each project: Context/Problem -> Your Role & Methodology -> Key Findings -> Recommendations -> Impact/Outcome.

• Storytelling: Weave a narrative around each project, highlighting the "why" behind your research and the "so what" of your findings.

• Visuals: Use clear, concise visuals. Show examples of research artifacts (e.g., interview guides, survey questions, personas, journey maps, insight summaries) but keep them brief.

• Interaction: Be prepared to answer detailed questions about your process, the decisions you made, and how you collaborated with others. Encourage discussion.

📝 Enhancement Note: Candidates should be prepared to demonstrate not just research execution but also strategic thinking about how research integrates with business goals and agile development cycles. The ability to articulate impact and value is paramount.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workday link.

• Portfolio Customization: Ensure your portfolio prominently features projects that demonstrate your experience in digital product research, particularly within complex or scaled environments. Highlight instances where your research directly influenced product strategy, design decisions, or roadmap prioritization.

• Resume Optimization: Tailor your resume to highlight keywords and responsibilities mentioned in the job description, such as "UX Research," "Usability Testing," "Qualitative/Quantitative Methods," "Product Strategy," "Stakeholder Management," and "Condens." Quantify achievements where possible.

• Interview Preparation: Practice articulating your research process, findings, and impact using the STAR method. Prepare specific examples for collaborative scenarios and how you've driven insight adoption. Be ready to present your portfolio effectively.

• Company Research: Thoroughly research IAG Loyalty, its divisions (Loyalty and Holidays), its brands (Avios), and its mission. Understand their business context, target audience, and the competitive landscape of the travel and loyalty industry.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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