Loyalty Operations and Experience Manager

Loyalty Operations and Experience Manager Overview

This position sits within the Loyalty Operations & Experience team and focuses on making Expedia Group’s loyalty programs work smoothly, consistently, and in a way that feels valuable to travelers. The team supports the company’s loyalty members, who are a major driver of traveler revenue, by improving the day-to-day operation of loyalty experiences and making sure every customer touchpoint is intuitive, rewarding, and aligned with the wider program strategy.

The role is hands-on and operational, but it also requires strong cross-functional influence. The person in this position will translate loyalty program vision and rules into practical processes, documentation, and customer experiences, while working closely with partners across product, technology, finance, legal, accounting, performance, and brand teams. The goal is to keep loyalty journeys simple, consistent, and delightful for travelers while also supporting business performance.

What you will do

• Act as the primary expert for a defined set of loyalty experiences and represent those experiences across brands and points of sale.
• Make sure the full customer journey is consistent across the website, member communications, and support materials so travelers understand how the program works.
• Build and maintain a deep understanding of the rules and mechanics behind the loyalty experiences you own, and ensure those rules are reflected correctly in business logic, system configuration, and traveler-facing content.
• Keep the relevant program-rule documentation up to date and work with Legal and other stakeholders so internal guidance and terms and conditions stay aligned with the live experience.
• Partner with cross-functional teams when changes affect loyalty experiences, including updates to terms, messaging, site content, and communications, while balancing customer value, brand strategy, economics, and operational feasibility.
• Maintain a prioritized list of improvement opportunities, using data, traveler feedback, audits, and recurring issues to shape the backlog.
• Create clear business cases for proposed changes and use financial analysis to estimate traveler impact, implementation cost, and expected return.
• Work with Loyalty Performance to understand the economics and performance drivers for your area and help guide changes that support both traveler value and business outcomes.
• Own a core loyalty operations process from end to end, including priorities, workflows, and outputs, and make sure it is documented well enough for broader team members to support it consistently.
• Continuously refine the process to improve speed, quality, traveler outcomes, and operational control.
• Take ownership of issues affecting members in your experience area, coordinate resolution, and keep stakeholders informed as work progresses.
• Act as the main coordination point across Product, Technology, TPSP, Legal, Finance, and other teams to drive timely and aligned solutions.
• Assess how issues affect travelers and define remediation plans that protect both the customer experience and the business.
• Perform regular audits as part of the twice-yearly audit cycle, checking that business rules, live experiences, and documented terms and conditions match across brands and points of sale.
• Define and monitor controls, KPIs, and guardrails so loyalty mechanics operate as intended and issues are identified early.
• Work in a detail-oriented, execution-focused way while influencing stakeholders across the business to maintain and improve the loyalty experience.

What the company is looking for

• Seven or more years of relevant experience, with a bachelor’s degree preferred.
• Experience in loyalty, marketing, product operations, or a related area, especially where you have managed or improved complex customer programs and processes.
• A strong grasp of loyalty mechanics, customer journeys, and how to make experiences simple, transparent, and rewarding.
• Proven ability to design and run scalable operational processes, documentation, and frameworks in a global, fast-paced environment.
• Comfort working with data to diagnose problems, identify opportunities, and measure impact; experience with Excel, Tableau, or similar analytics tools is strongly preferred.
• Ability to understand financial and performance data, including P&L and unit economics, and to build business cases that balance customer value, cost, and commercial results.
• Strong collaboration and relationship-building skills, with the ability to influence decisions through clear written and verbal communication.
• Excellent organization and attention to detail, with the ability to manage multiple projects at the same time.
• Resilience and flexibility as business priorities and strategies evolve.
• Comfort using modern collaboration tools and openness to AI and automation as ways to streamline and scale operational work.

Benefits and culture

• A comprehensive benefits package.
• Travel-related perks.
• Generous paid time off.
• Parental leave.
• A flexible working model.
• Career development support and resources.
• An inclusive workplace culture that emphasizes belonging and values different perspectives.
• Recognition as a Best Place to Work on Glassdoor in 2024, along with other external culture awards.

Working arrangement and location

The role is based in London, England, and is described as part of a flexible work model. The posting also references offices as part of that setup, suggesting a hybrid-style arrangement rather than fully remote work. The job is listed under the Marketing function and is a full-time, regular position.

Additional information

If you need help with any part of the application or hiring process because of a disability or another physical or mental health condition, the company asks you to contact its Recruiting Accommodations Team through the accommodation request process.

The posting also includes standard company notices about inclusive hiring, official application channels, and candidate safety. Applicants are reminded that legitimate job offers come from Expedia Group’s talent acquisition or hiring teams, and that the official site for openings is the company careers website.

Degree Requirement: Bachelor’s

Visa Sponsorship Promising