Loyalty Experience Manager 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’re building a more open world. Join us.

The Loyalty 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:

• 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.
• Maintain a prioritized enhancement backlog, informed by data, traveler feedback, audits, and issue trends.
• Own a key loyalty operations process end-to-end, defining clear priorities, workflows, and outputs.
• Act as owner for issues related to your experiences that impact members, leading traveler and business resolution.
• Execute regular audits of your experiences as part of the bi-annual audit process.

Experience & Qualifications

• 7+ years of relevant experience; bachelor’s degree preferred.
• Experience in loyalty, marketing, product operations, or a related discipline.
• Strong understanding of loyalty program mechanics, customer journeys, and how to improve experiences.
• Proven track record designing and running scalable operational processes.
• Comfortable working with data to diagnose issues, size opportunities, and measure impact.
• Able to interpret financial and performance data, understand P&L and unit economics impacts.
• Ability to collaborate and build strong relationships across functions and levels.
• Comfortable handling multiple projects simultaneously while remaining organized and detail-oriented.
• Proficient with modern collaboration tools and open to leveraging AI and automation.

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.

Expedia Group 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.