Loyalty Experience Manager

Loyalty Experience Manager

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.

Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

The Loyalty Operations & Experience team keeps our loyalty programs running smoothly and improving over time. We champion members by ensuring every touchpoint is consistent, intuitive, and rewarding, and we support internal teams with clear documentation so there is a single, consistent understanding of how our programs work.

Role summary

The Loyalty Experience Manager serves as a subject matter expert for a defined set of loyalty experiences, and owner of key operational processes. This role ensures the assigned loyalty experience area is intuitive, rewarding, and operationally robust across all touchpoints and channels, while staying aligned to our overall program and brand strategies.

You will translate program vision and rules into clear, scalable operational processes, documentation, and experiences, partnering closely with TEaL, Loyalty Performance, Product, Technology, Finance, Legal, Accounting, and our Brands to deliver simple, consistent, and delightful loyalty journeys for travelers.

This is a manager-level role for an individual who is hands-on in operations, comfortable with complex details, and able to influence cross-functional stakeholders to maintain and improve the loyalty experience.

In this role, you will:

• Serve as the program owner for specific loyalty experiences, acting as the subject matter expert across Brands and Points of Sale.
• Ensuring consistency of the end-to-end experience for your experience areas across site experience, communications, and Agent support articles, ensuring a consistent experience and clear traveler understanding of how the program works.
• Have a deep understanding of loyalty program rules and mechanics for your experiences, ensuring they are accurately reflected in business rules, system configurations, and traveler-facing experiences.
• Maintain program rule documentation for your areas and partner with Legal and other stakeholders to keep T&Cs and internal documentation aligned with the live experience
• Work with cross-functional teams on changes that impact loyalty experiences (e.g., T&Cs, Messaging, site experiences, and comms), balancing customer value, Brand strategy, economics, and operational feasibility.

Enhancement backlog & continuous improvement

• Maintain a prioritized enhancement backlog, informed by data, traveler feedback, audits, and issue trends.
• Build clear business cases and apply strong financial acumen to proposed changes to loyalty mechanics, quantifying traveler impact, costs, and expected returns to inform prioritization and decision-making.
• Partner with Loyalty Performance to understand and influence key economics and performance drivers for your area, ensuring changes support both traveler value and business outcomes.

Internal Process Owner

• Own a key loyalty operations process end-to-end, defining clear priorities, workflows, and outputs.
• Ensure the process is well-documented, scalable, and structured so broader team members can support execution consistently and efficiently.
• Continuously review and refine the process to improve speed, quality, and traveler outcomes while managing operational risk.

Issue management & remediation

• Act as owner for issues related to your experiences that impact members, leading traveler and business resolution and keeping key stakeholders updated on progress.
• Serve as the central coordination point across cross-functional teams (e.g., Product, Tech, TPSP, Legal, Finance) to drive timely, aligned resolution paths for members.
• Understand the traveler impact of the issue and define remediation plans that protect both traveler experience and business outcomes.

Audits, controls, and quality

• Execute regular audits of your experiences as part of the bi-annual audit process, validating alignment between business rules, live experience, and documented T&Cs across brands and points of sale.
• Define and monitor operational controls, KPIs, and guardrails that ensure loyalty mechanics in your area are functioning as intended and that traveler issues are identified and addressed early.

Experience & Qualifications

• Experience:
  
  7+ years of relevant experience; bachelor's degree preferred.
• Background:
  Experience in loyalty, marketing, product operations, or a related discipline, including experience…