International Airlines Group
Enhanced agile delivery and optimised value within the Customer and Commercial team.
The Background
International Airlines Group (IAG), a multinational airline holding company, engaged S&S to implement agile methodologies and showcase best practices in agile ways of working, augmenting their in-house capabilities.
This initiative aimed to improve efficiency and scalability, particularly in response to COVID-19 challenges. Previously, their inability to innovate rapidly and respond to changes effectively hindered their ability to deliver value to the business. Their outdated loyalty technology system was causing significant issues for customers, resulting in a poor overall customer experience.
Our Approach
To support IAG’s transformation, we embedded expert Agile Delivery Leads across IAG Tech, IAG Loyalty, and British Airways.
These seasoned professionals not only accelerated day-to-day delivery but acted as mentors, guiding teams toward sustainable agile practices.
Through close collaboration with IAG’s leadership, we built trust and fostered open communication, ensuring long-term alignment. We also ran tailored one-to-one agile leadership workshops with all newly appointed senior delivery managers, helping embed capability at the leadership level.
Our approach combined practical delivery, coaching, and capability uplift — setting IAG up for continued success.
The Outcome
By embedding best practice agile ways of working and upskilling leaders, IAG achieved reliable monthly releases, improved communication, and a stronger foundation for continuous delivery across the business.
- Improved agile standards across the IAG group and left IAG with the basics for success
- 100% successful monthly releases through coaching, feedback and showcasing best practices making sharing of information easier and quicker
- Successful cross-organisational delivery aligned objectives and drove value across the group.
- Improved ways of working cross the whole business and upskilling individuals
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