Director, Honors Member Experience & Engagement

Director, Hilton Honors Member Experience & Engagement

McLean, VA, United States (Hybrid)

• Job Identification 211308
• Job Category Enterprise Marketing and Loyalty
• Posting Date 06/16/2026, 08:12 PM
• Job Schedule Full time
• Locations Hilton Worldwide Hdqtrs (Hybrid)

This role is based at our corporate office in McLean, VA

This is your chance to be part of a Marketing & Loyalty team that attracts customers to Hilton through strong storytelling, top-rated rewards, and unique customer experiences and partnerships. As the Director, Hilton Honors Member Experience & Engagement you will support the team in delivering world-class loyalty program member experiences and program benefits, drive member recognition, and ensure corporate and hotel stakeholders are engaged to deliver best-in-class loyalty hospitality.

On the Hilton Honors global team reporting to the Senior Director, Hilton Honors Member Experience & Growth, you will work on projects including the overarching member experience customer journey, the new Hilton Honors Diamond Reserve tier member experience, digital messaging roll-outs, and partnering with the Digital team to shape the Hilton Honors member experience across all digital products. You will also focus on the Team Member Learning & Development strategy for all aspects of our loyalty program and specific change initiatives like launching new brands and new ways to stay.

You will also lead the internal communications of Hilton Honors program enhancements, operational updates, and prioritized program initiatives.

What you'll do during a typical day:

• Lead the strategic oversight of Hilton Honors best-in-class member experience – designing the end-to-end customer journey and steward delivery of that vision through activating cross-functional resources.
• Set and execute the Hilton Honors Engagement strategy for internal stakeholders who are on the forefront of delivering the member and corporate priorities for Hilton Honors (i.e. front office, Hilton Reservations & Customer Care (HRCC), owner relations, digital, learning and development, etc.).
• Drive cross-functional execution for major program initiatives, including new brand and partner onboarding, loyalty experience launches, and enterprise-wide communications tied to program, operational, and program economic changes.
• Partner with Digital, Product, and Technology teams to influence the Hilton Honors roadmap across app, messaging, account, search, and related member-facing experiences.
• Oversee large-scale content and communications ecosystems, including playbooks, lobby resources, FAQs, terms and conditions, knowledgebase content, and field-facing updates ensuring clarity, consistency, and scalability.
• Lead operational excellence efforts across engagement workflows, support channels, inboxes, audits, and SOPs identifying opportunities for simplification, automation, and stronger service levels.
• Use research, reporting, and performance signals to prioritize work and recommend improvements that support enrollment, occupancy, share of wallet, member satisfaction, and broader loyalty performance.

How you'll collaborate with others:

• Lead a team of seven, providing them strategic guidance and direction on their various work streams
• Close collaboration with a diverse set of leaders across the organization, including CRM, Partnerships, Finance, Commercial, Front Office, Product, Tech, User Experience, among others
• Champion the Hilton Honors member experience and engagement strategy throughout the organization through data and storytelling
• Work in tandem with your leader and peers/counterparts within Hilton Honors to ensure collaboration, identify efficiencies, and connect dots between program work

Deliverables you'll take ownership of:

• Overall member experience strategy including interpreting member feedback and how to adjust/improve the program service for our newest and most seasoned members.
• Deliver on Hilton Honors action plan to deliver best-in-class on-property stay experience scores through improved communications/setting expectations, on-property execution and reaction to member feedback to deliver world-class loyalty hospitality
• Hilton Honors engagement strategy including internal education and communication of the program and its benefits

You have these minimum qualifications:

• Ten (10) years of professional experience
• Eight (8) years of experience in a strategy, marketing, or product role preferably within the loyalty, hospitality, or travel industries
• Three (3) years of experience leading and developing team members in a managerial role
• Strong record of cross-functional partner collaboration and influencing executive leaders.
• This is a hybrid role out of McLean, VA (on average 3 days a week in office)
• Travel up to 20%

It would be useful if you have:

• Background in member, CRM, and/or internal communications.
• Collaboration with team members delivering a product/service to customers
• Exposure to research, data…