Loyalty Experience Manager

Expedia Group

Loyalty Experience Manager optimizing Expedia Group’s travel loyalty programs. Owning operational processes, documentation, analytics, audits, and cross-functional issue resolution.

Posted 8/5/2026full-timeSeattle • Texas, Washington • 🇺🇸 United StatesSeniorLead💰 $110,500 - $155,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in loyalty program mechanics and operational processes, with a strong ability to analyze data for decision-making and improve customer experiences. Proficient in building business cases that balance traveler value and commercial outcomes while managing cross-functional collaborations.

Highest-signal resume keywords

Loyalty Program MechanicsOperational Process DesignData Analysis and InterpretationBusiness Case DevelopmentCross-Functional Collaboration

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Loyalty Experience ManagementProgram Rule DocumentationOperational Workflow ManagementKPI MonitoringCustomer Journey Optimization

Soft Skills

Organizational SkillsDetail-OrientedResilienceAdaptabilityClear Communication

Tools & Technologies

ExcelTableauModern Collaboration ToolsAnalytics Platforms

Industry Keywords

Loyalty MarketingCustomer ProgramsFinancial Data InterpretationP&L UnderstandingTraveler Impact Analysis

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Serve as the subject matter expert and program owner for defined loyalty experiences across brands and points of sale
Ensure consistent end-to-end experiences across site experience, communications, and agent support articles
Maintain program rule documentation and align terms and conditions with live experiences
Partner with Legal, Product, Technology, Finance, Accounting, Loyalty Performance, and brands on loyalty experience changes
Maintain a prioritized enhancement backlog informed by data, traveler feedback, audits, and issue trends
Build business cases quantifying traveler impact, costs, expected returns, and loyalty economics
Own a key loyalty operations process end-to-end, including priorities, workflows, documentation, and outputs
Continuously improve operational processes for speed, quality, traveler outcomes, and risk management
Lead issue management, remediation, and cross-functional resolution for member-impacting issues
Execute bi-annual audits and monitor controls, KPIs, and guardrails across loyalty mechanics

Requirements

What you’ll need

7+ years of relevant experience
Experience in loyalty, marketing, product operations, or a related discipline
Experience running or optimizing complex customer programs and processes
Strong understanding of loyalty program mechanics and customer journeys
Proven ability to design and run scalable operational processes, documentation, and frameworks
Comfortable using data to diagnose issues, size opportunities, and measure impact
Experience with Excel, Tableau, or similar analytics platforms strongly preferred
Ability to interpret financial and performance data and understand P&L and unit economics impacts
Ability to build business cases balancing traveler value, cost, and commercial outcomes
Ability to collaborate across functions and levels using clear written and verbal communication
Ability to manage multiple projects while remaining organized and detail-oriented
Resilience and adaptability as priorities and strategies evolve
Proficiency with modern collaboration tools
Openness to leveraging AI and automation
Bachelor’s degree preferred

Benefits

Comp & perks

Medical, dental, and vision coverage
Paid time off
Employee Assistance Program
Wellness reimbursement
Travel reimbursement
Travel discounts
International Airlines Travel Agent Network (IATAN) membership
Inclusive and accessible recruiting experience
Flexible benefits and support to do their best work