Avios (Travel Loyalty Program – B2C & B2B)

 

Platforms: Web, Mobile
Role: Consultancy on Product Development and Operational Model

 

Avios, the global loyalty platform within International Airlines Group (IAG), needed to modernize its operational model to support continuous delivery, faster releases, and innovation across its web and mobile ecosystem. As a consultant and product design strategist, I worked with Avios leadership to define a new Target Operating Model (TOM) that aligned product design, engineering, and delivery teams under a unified agile framework. The goal was to shift from siloed development to autonomous, outcome-driven teams capable of iterating rapidly without compromising quality or brand cohesion.

 

I designed the new structure using principles inspired by Spotify’s Agile Squad Framework. Each cross-functional squad was built around specific business outcomes, integrating Product Managers, Business Analysts, UX/UI Designers, Developers, and Agile Coaches into self-organizing delivery units. My work included mapping dependencies across legacy systems, defining end-to-end ownership boundaries, and establishing standardized agile processes for alignment and scalability. I also advised on implementing continuous integration and automated testing pipelines to accelerate delivery and ensure consistency across global deployments.

 

The resulting framework created a foundation for faster, higher-quality development across Avios’s ecosystem. Release cycles became shorter, collaboration between design and engineering improved, and automation reduced QA bottlenecks. By fostering team autonomy and embedding UX/UI roles directly into agile squads, the organization achieved greater cohesion between design intent and technical execution. The transformation positioned Avios to innovate continuously within the rapidly evolving loyalty and travel technology landscape.