Senior Product Manager, Loyalty
- London, United Kingdom
Posted 2 days ago
About the role
At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.
Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.
As Senior Product Manager in Loyalty, you will own how loyalty value is communicated to members across the full journey, from pre-trip through shopping, booking, and post-trip engagement. You will define the messaging hierarchy, simplify a fragmented experience into one that is clear and personally relevant, and ensure that every member touchpoint reflects what loyalty is worth to them, not just how it works. Your focus will be on BEX while designing scalable solutions that can be applied in other brands. This role sits at the intersection of product, commercial strategy, and member experience. You will work closely with TEaL, XD, and Loyalty Tech teams and other product team to turn a complex programme into a simple, compelling story.
In this role, you will:
Own the end-to-end loyalty messaging strategy across the member journey, defining a clear, value-led messaging hierarchy from pre-trip discovery through shopping, booking, and post-trip engagement.
Lead pre-booking and shopping messaging strategy so members see the most relevant earn, discount, or benefit message at the moment it most influences their decision to book.
Define and optimize post-booking and confirmation messaging to ensure members clearly understand what they earned, how loyalty benefits them, and why returning for their next trip is worth it.
Align loyalty messaging with BEX’s “win the whole trip” strategy by creating a coherent, multi-LOB story across hotels, flights, packages, cars, and activities, with consistent but context-aware rules for each line of business.
Partner closely with TEaL, XD, Loyalty Tech, and other product teams to translate a complex loyalty program into simple, compelling member-facing narratives and scalable frameworks that can be applied across Expedia Group brands.
Use research, analytics, and experimentation to measure messaging comprehension, member activation, and repeat booking impact, iterating on messaging strategies and safely integrating AI-driven systems, tools, or workflows that improve member and business outcomes.
Minimum Qualifications:
8+ years of product management experience in consumer-facing products, including significant work on member, loyalty, or similar value-centric experiences.
Proven track record owning end-to-end messaging or member communication strategy (not only feature delivery), including defining hierarchies, frameworks, and cross-journey narratives.
Demonstrated experience collaborating across commercial, design, and engineering stakeholders to drive alignment on product narratives and implement messaging at scale across multiple touchpoints or lines of business.
Familiarity with experimentation and iterative testing as core tools for measuring messaging effectiveness, using data to refine what is shown, where, and when across the funnel.
Familiarity with AI-driven systems, tools, or workflows and applying AI/ML concepts to real world products, including safely integrating and operating AI/ML‑enabled solutions that enhance personalization, targeting, or testing of loyalty messaging.
Preferred Qualifications:
Experience leading loyalty or membership value communication across complex, multi-product or multi-brand ecosystems, with accountability for measurable improvements in engagement, activation, or repeat booking behavior.
Depth in designing and evolving cross-LOB messaging rules and frameworks that balance consistency with contextual accuracy for hotels, flights, packages, cars, and activities in a global, high-scale environment.
Strong background partnering with research and analytics to design robust measurement frameworks for comprehension, behavior change, and long-term value, and using those insights to inform product and messaging roadmaps.
Demonstrated experience taking products or member-facing communication strategies from concept through launch to scaled adoption, including structured A/B testing, iterative optimization, and ongoing lifecycle management.
Hands-on experience leveraging AI/ML-enabled solutions to improve how, when, and where loyalty value is communicated (for example, personalization, dynamic message selection, or automated experimentation), with a focus on safety, transparency, and member trust.
Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.
Benefits and perks
Expedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership. Learn more about life at Expedia Group at https://careers.expediagroup.com/life .
Accommodation requests
Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation .
About Expedia Group
Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.
Important notice
Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/ .
Equal Opportunity
Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.