We interviewed Chichi Nzekwue, Product Owner in the Product and Data Team at IAG Loyalty about her journey into tech and what advice she'd give to someone interested in pursuing a career in Product.
1. Hey Chichi, tell us, what does your job involve?
As the Product Owner for a new product area Shared Spaces, I’m focused on guiding the development of shared components that bring every part of our web application – Avios.com, together and delivers a seamless experience for our customers. I’ve found it’s like building a puzzle where every piece, from design to functionality, fits perfectly to create an effortless journey for users. I collab daily with designers, developers, and stakeholders throughout IAG Loyalty (and externally) to ensure we’re always innovating, pushing boundaries, enhancing usability and driving value, so our customers enjoy a cohesive yet intuitive experience every time they visit Avios.com.
2. We know that everyone’s educational journey into work is different. What was your journey?
I studied Financial Computing at Brunel University, a fantastic mix of web & software design, programming, operational research, risk management, accounting, economics and financial mathematics. This foundation led me to roles in Risk and Compliance, eventually landing a position at one of the Big Four. While there, I worked on an engagement focussed on the Identification and Verification journey journey for a challenger bank, which introduced me to the world of product management. I started to upskill, completed courses in User Experience Design, Go-to-Market planning, Product Management, Agile Framework, Digital Marketing, and gained my certification in Agile Project Management. These courses paved the way for my first role as a Product Manager in banking. I loved the experience – working in an incubator environment, we grew from a small start-up team of 20, to a multidisciplined workforce of 200+. After eight years in banking, I sought a new challenge and transitioned into the loyalty sector.
3. Can you summarise your career journey prior to your current role?
I would say my career path has been a squiggly one. After earning my degree in Financial Computing, I started in Risk and Compliance roles before landing an Associate position at one of the Big Four, where I was promoted to Manager within two years. It was there that I got my first taste of product development, stepping in as a Risk Processes subject matter expert on an engagement. I loved the fast pace, curiosity and experimental mindset that came with product management, so I dove into upskilling, completing courses in User Experience Design, Go-to-Market planning, Product Management, Agile Framework, Digital Marketing, and earning my certification in Agile Project Management. Armed with new skills, I transitioned back into industry as a Product Manager in banking. Having spent eight exciting years in banking, I wanted to apply my product expertise to create meaningful customer experiences in a new field, so I made the leap into the loyalty sector.
4. Do you feel represented in your industry or role?
I do feel represented as a working mum in Product & Data. It’s been refreshing to work alongside parents who understand the challenges of balancing career and family. Just last week both my daughter and I were unwell, and colleagues were supportive and quick to offer flexibility. I’m also excited by IAG Loyalty’s commitment to increasing diversity at all levels across the organisation, fostering a sense of belonging for people from all backgrounds. It’s encouraging to see us work towards creating an inclusive environment where everyone’s experiences and perspectives are valued.
5. What advice would you give to someone interested in your current role?
My biggest piece of advice for someone interested in product is to stay curious and keep the customer at the forefront. Product management is all about solving problems, so always ask questions and keep learning about your customers, stakeholders and moves in the industry. Understand your users and advocate for their needs. It’s worth mentioning to also get comfortable with ambiguity. You’ll often have to make decisions without all the information, so don’t be afraid to experiment, get it wrong and go again. It’s all part of building great products. Continuously work on your communication and collaboration skills, as you’ll be the bridge between multiple teams and disciplines e.g. engineers and stakeholders and have to relay varying levels of detail to your different audiences. Lastly, I used to shy away from asking for feedback, but I’ve learned that constructive feedback whether positive or bad (when delivered with respect) is incredibly valuable. It’s been one of the most effective ways for me to learn and grow throughout my career. So don’t shy away from it, even if it’s hard at first to hear.
6. What are you looking forward to working on in the coming months?
I’m looking forward to seeing customer journeys we’ve been working so hard to shape as a team go live and be used by our customers.
I’m also looking forward to our first holiday as a family of three.
7. Best thing about working at IAG Loyalty?
One of the best things about working for IAG Loyalty right now has got to be the awesome flexibility, especially as a new parent. My daughter, Amari, was born two months early and on the emotional rollercoaster that came with our NICU journey, I was initially worried about my return to work. I questioned whether I could balance everything – being there for the important moments with my family while still delivering quality outcomes at work. It’s been incredibly reassuring to know that I have the autonomy to manage my time and adjust when unexpected things come up, which has made me more productive and engaged. The flexibility here really does allow me show up as my best self in both roles, as Amari’s mum and a Product Owner.
Before becoming a new parent, I would have said the best thing about working at IAG Loyalty is the cross-industry influence of our currency. With Avios being used in retail, travel, finance and hospitality, there have been so many opportunities to learn and grow across different sectors.
8. How do you ensure you have a healthy work /life balance?
To ensure I have a healthy work-life balance, I make it a priority to carve out some quiet time during the day, especially when the diary is busy. This helps me reset and stay focussed. I’m a big believer in scheduling small breaks, whether it’s to take a walk, grab a cup of peppermint tea or just step away from the screen to recharge. Outside of work, I love spending time with family and friends and travelling as much as possible, but I also value solo moments to unwind. Whether it’s reading a book, delving into a reality show or listening to music while I flick through family photos and videos, it’s my way of switching off and re-energising. My Christian faith helps me stay grounded while balancing my personal passions and work responsibilities, remaining focussed and productive.
9. How did you last collect and or redeem your Avios?
I redeemed some of my Avios to book flights for our first family holiday, and it’s just the excuse I needed to do A LOT of shopping through the online store to pick up some new bits for our trip.
To find out more about working for IAG Loyalty, head to their profile page below.
