Responsibilities

• Subject Matter Expert for loyalty experiences
• 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.

Requirements

• Experience: 7+ years of relevant experience; bachelor’s degree preferred.
• Background: Experience in loyalty, marketing, product operations, or a related discipline, including experience running or optimizing complex customer programs and processes.
• Loyalty & customer expertise: Strong understanding of loyalty program mechanics, customer journeys, and how to improve experiences that are simple, transparent, and rewarding for travelers.
• Operational excellence: Proven track record designing and running scalable operational processes, documentation, and frameworks in a fast‑paced, global environment.
• Analytical skills: Comfortable working with data to diagnose issues, size opportunities, and measure impact; experience with tools such as Excel, Tableau, or similar analytics platforms is strongly preferred.
• Financial acumen: Able to interpret financial and performance data, understand P&L and unit economics impacts, and build business cases that balance traveler value, cost, and commercial outcomes.
• Influence & communication: Ability to collaborate and build strong relationships across functions and levels, using clear written and verbal communication to drive decisions and shared outcomes.
• Execution & adaptability: Comfortable handling multiple projects simultaneously while remaining organized and detail‑oriented; resilient and able to adapt as business priorities and strategies evolve.
• Tools & ways of working: Proficient with modern collaboration tools and open to leveraging AI and automation to streamline and scale operational work.

Benefits

• Expedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership.