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- Tasks: Lead loyalty operations and enhance travel experiences for our customers.
- Company: Join a global leader in travel technology with a vibrant culture.
- Benefits: Enjoy travel perks, flexible work, generous time-off, and career development.
- Why this job: Shape the future of travel while making a real impact on customer loyalty.
- Qualifications: 7+ years in loyalty or marketing; strong analytical and communication skills required.
- Other info: Be part of an award-winning culture that values diversity and inclusion.
The predicted salary is between 60000 - 80000 ÂŁ per year.
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’re building a more open world. Join us.
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.
Are you excited by the opportunity to take our business to the next level delivering value, unforgettable travel experiences and unlocking new business opportunities? Do you have a passion for the traveler and our partners, and a curiosity for what makes them tick? At Expedia Group, we aim to be the most rewarding place to book travel. Our loyalty members are the center of our business, driving revenue and satisfaction and making up the majority of our overall traveler revenue to EG.
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 Operations and 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:
- Subject Matter Expert for loyalty experiences
- Enhancement backlog & continuous improvement
- Internal Process Owner
- Issue management & remediation
- Audits, controls, and quality
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 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.
If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.
We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award‑winning culture by organizations like Forbes, TIME, Disability:IN, and others.
Loyalty Operations and Experience Manager employer: Expedia, Inc.
Contact Detail:
Expedia, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Loyalty Operations and Experience Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Expedia Group. A friendly chat can open doors and give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for interviews by researching the company culture and values. Show us how your passion for travel aligns with our mission to create unforgettable experiences for travellers.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've improved customer experiences or operational processes in your previous roles. We love hearing about real impact!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our team.
We think you need these skills to ace Loyalty Operations and Experience Manager
Some tips for your application 🫡
Show Your Passion for Travel: When writing your application, let your love for travel shine through! Share experiences that highlight your enthusiasm for the industry and how it aligns with our mission at Expedia Group.
Tailor Your Application: Make sure to customise your CV and cover letter for the Loyalty Operations and Experience Manager role. Highlight relevant experience in loyalty programs and operational excellence to show us you’re the perfect fit!
Be Clear and Concise: We appreciate clarity! Use straightforward language and structure your application well. This helps us quickly understand your qualifications and how you can contribute to our team.
Apply Through Our Website: Don’t forget to submit your application via our official website! It’s the best way to ensure your application gets into the right hands and is considered for this exciting opportunity.
How to prepare for a job interview at Expedia, Inc.
✨Know Your Loyalty Mechanics
Before the interview, dive deep into the loyalty program mechanics. Understand how they work and be ready to discuss specific examples of how you’ve improved customer journeys in the past. This will show your expertise and passion for creating rewarding experiences.
✨Showcase Your Analytical Skills
Be prepared to talk about how you've used data to drive decisions in previous roles. Bring examples of how you diagnosed issues or sized opportunities using tools like Excel or Tableau. This will demonstrate your analytical prowess and ability to impact business outcomes.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly and confidently. Use examples from your experience to illustrate your points, especially when discussing cross-functional collaboration. Strong communication skills are key in influencing stakeholders and driving shared outcomes.
✨Emphasise Adaptability and Organisation
Highlight your ability to manage multiple projects while staying organised. Share stories that showcase your resilience and adaptability in fast-paced environments. This will reassure them that you can handle the dynamic nature of the role effectively.