Loyalty Experience Lead

Expedia, Inc.; Austin (TX); On-site; USD 111,000 - 155,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Travel discounts

Wellness reimbursement

IATAN membership

Job summary

Expedia Group is seeking a Loyalty Experience Manager in Austin to serve as a subject‑matter expert for loyalty experiences and own key operational processes. You will partner with teams across Loyalty Performance, Product, Technology, Finance, Legal, Accounting, and Brands to deliver simple, consistent, and delightful loyalty journeys for travelers.

The role requires hands‑on operational leadership, the ability to influence cross‑functional stakeholders, and a track record of designing scalable

Qualifications

• 7+ years of relevant experience; bachelor’s degree preferred.
• Background in loyalty, marketing, product operations, or related discipline.
• Strong understanding of loyalty program mechanics and customer journeys.
• Operational process design; documentation and frameworks in a fast-paced, global environment.
• Analytical with ability to diagnose issues, size opportunities, and measure impact.
• Ability to collaborate and build relationships across functions and levels.

Responsibilities

• Serve as program owner for specific loyalty experiences, ensuring end‑to‑end consistency across site experience, communications, and agent support articles.
• Maintain a prioritized enhancement backlog and build business cases with clear traveler impact and costs.
• Own loyalty operations processes end‑to‑end with documented workflows and outputs.
• Lead traveler and business resolution for loyalty issues and coordinate cross‑functional remediation.
• Conduct audits of experiences to ensure alignment between rules, live experience, and documentation.

Skills

Loyalty program knowledge

Operational excellence

Analytical skills

Influence & communication

Execution & adaptability

Cross-functional collaboration

Education

Bachelor’s degree preferred

Tools

Excel

Tableau

Job description

Expedia Group is seeking a Loyalty Experience Manager in Austin to serve as a subject‑matter expert for loyalty experiences and own key operational processes. You will partner with teams across Loyalty Performance, Product, Technology, Finance, Legal, Accounting, and Brands to deliver simple, consistent, and delightful loyalty journeys for travelers.

The role requires hands‑on operational leadership, the ability to influence cross‑functional stakeholders, and a track record of designing scalable