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Senior Specialist, Loyalty Operations and Experience

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 Senior Specialist, Loyalty Operations and Experience serves as a subject matter expert for a defined set of loyalty experiences, and managing a 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.

This role is ideal for an individual who is hands‑on in operations, comfortable with complex details, and able to influence cross‑functional partners, operating with a moderate level of guidance and direction.

In this role, you will:

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

• Support the creation of business cases for proposed changes to loyalty mechanics by preparing analyses, outlining traveler impact, and summarizing costs and expected benefits.

• Partner with Loyalty Performance by providing inputs and context on how your experiences perform, helping connect operational changes to key economics and performance drivers.

Internal process support

• Own a defined loyalty operations process, setting priorities, workflows, and outputs.

• Ensure the process is well‑documented and structured so team members and partners can support execution consistently and efficiently.

• Continuously review and refine the process to improve speed, quality, and traveler outcomes while managing operational risk.

Issue management & remediation

• Act as owner for issues related to your experiences that impact members, leading traveler and business resolution and keeping key stakeholders updated on progress

• Serve as the central coordination point across cross‑functional teams (e.g., Product, Tech, TPSP, Legal, Finance) to drive timely, aligned resolution paths for members under the guidance of manager.

• Understand the traveler impact of issues and recommend remediation options that protect both traveler experience and business outcomes.

Audits, controls, and quality

• Support regular audits of your experiences as part of the bi‑annual audit process, executing checks, capturing findings, and helping validate alignment between business rules, live experience, and documented T&Cs across brands and points of sale.

• Monitor operational controls, KPIs, and guardrails for your areas, surfacing anomalies early and partnering with others to address emerging traveler issues.

Experience and qualifications:

• Experience: 5+ years of relevant experience

• Background: Experience in loyalty, marketing, product operations, or a related discipline, including hands‑on experience supporting or optimizing customer programs and processes.

• Loyalty & customer expertise: Strong understanding of loyalty program mechanics and customer journeys, with a track record of improving experiences to be more simple, transparent, and rewarding for travelers.

• Operational excellence: Demonstrated ability to run and document scalable operational processes and routines in a fast‑paced, global environment, with attention to detail and quality.

• Analytical skills: Comfortable working with data to diagnose issues, spot trends, and measure impact; experience with tools such as Excel, Tableau, or similar analytics platforms is strongly preferred.

• Financial acumen: Foundational understanding of financial and performance metrics (e.g., revenue, margin, cost drivers) and ability to contribute to simple business cases and ROI assessments.

• Influence & communication: Able to collaborate and build strong working relationships across functions and levels, using clear written and verbal communication to inform decisions and shared outcomes.

• Execution & adaptability: Comfortable managing multiple workstreams 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 automation and AI where appropriate to streamline and scale operational work.

Accommodation requests

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.

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