Loyalty Operations & Experience Senior Specialist in London

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us? To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win. We provide a full benefits package, including exciting travel perks, generous time‐off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey.

We create and deliver tailored marketing strategies for Expedia Group's brands, focusing on establishing strong connections and cohesive experiences for travelers and partners. We leverage our functional expertise and creative excellence to build trust and loyalty for our brands through innovative marketing approaches and technology.

Role Summary: The Senior Specialist, Loyalty Operations and Experience serves as a subject matter expert for a defined set of loyalty experiences, managing key operational processes. This role helps ensure assigned loyalty experience areas are intuitive, rewarding, and operationally robust across 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.

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.
• Ensure consistency of the end‐to‐end experience for your experience areas across site experience, communications, and Agent support articles.
• 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, balancing customer value, Brand strategy, economics, and operational feasibility.
• Maintain a prioritized enhancement backlog, informed by data, traveler feedback, audits, and issue trends.
• Support the creation of business cases for proposed changes to loyalty mechanics by preparing analyses, outlining traveler impact, and summarizing costs and expected benefits.
• Own a defined loyalty operations process, setting priorities, workflows, and outputs.
• Act as owner for issues related to your experiences that impact members, leading traveler and business resolution.
• Support regular audits of your experiences as part of the bi‐annual audit process.

Experience And Qualifications:

• 5+ years of relevant experience in loyalty, marketing, product operations, or a related discipline.
• Strong understanding of loyalty program mechanics and customer journeys.
• Demonstrated ability to run and document scalable operational processes.
• Comfortable working with data to diagnose issues, spot trends, and measure impact.
• Foundational understanding of financial and performance metrics.
• Able to collaborate and build strong working relationships across functions and levels.
• Comfortable managing multiple workstreams simultaneously while remaining organized and detail‐oriented.
• Proficient with modern collaboration tools and open to leveraging automation and AI.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.