Director, Member Experience – New Opportunities & Design

JOB SUMMARY

The Director Member Experience New Opportunities & Design is responsible for developing and executing loyalty constructs that expand the reach relevance and longterm value of the Marriott Bonvoy program. This role leads the enhancement and evolution of program features benefits and experiences to support sustained member engagement program longevity and growth against key loyalty business objectives.

Sitting on the Loyalty Member Experience team this position partners across Loyalty Brand Operations Digital Technology Marketing Finance and external partners to translate member insights and commercial priorities into scalable measurable loyalty experiences. The role balances innovation with operational rigor ensuring new and enhanced program features drive clear outcomes across member satisfaction engagement incremental revenue and longterm lifetime value.

CANDIDATE PROFILE

Education and Experience

Required

• Bachelors degree in business administration Marketing Hospitality Management.

• 8 years of relevant experience in Marketing or related function

Preferred

• Experience managing and defining transformational strategies for business units

• Experience with loyalty strategy & program management within a matrixed organization

• MBA

CORE WORK ACTIVITIES

Opportunity Evaluation & Loyalty Construct Design

• Identify evaluate and prioritize opportunities to evolve and expand Marriott Bonvoys member experience through new or enhanced loyalty constructs benefits programs and experiences including building business cases and capabilities needed in a cross-functional environment.

• Assess member needs market dynamics and business performance to inform loyalty concept development and investment decisions.

• Design loyalty constructs and program features that strengthen longterm program relevance sustainability and differentiation.

• Develop clear experience frameworks and value propositions that balance member value brand intent and commercial outcomes.

• Partner with Finance Analytics and Strategy teams to build business cases and assess tradeoffs tied to growth retention and lifetime value.

Experience Activation & Measurement

• Lead activation of loyalty constructs across the full member journey ensuring seamless execution across digital onproperty and service touchpoints.

• Partner crossfunctionally with Loyalty Brand Operations Technology Marketing and Continents to translate designs into scalable executable solutions.

• Define and maintain loyalty scorecards aligned to key business objectives and KPIs including engagement behavioral lift revenue contribution and retention.

• Monitor performance and member feedback to drive continuous optimization of program features and experiences.

• Develop and manage loyalty business roadmaps that align nearterm execution with longterm program evolution and growth priorities.

• Communicate progress insights and recommendations to senior leadership to inform prioritization and decisionmaking.

Leadership & Team Development

• Lead coach and develop team members responsible for loyalty experience design and execution fostering strong ownership and accountability.

• Build a highperforming customercentric team culture grounded in collaboration outcomes and continuous improvement.

• Demonstrate strong executive presence confidently representing loyalty initiatives with senior leadership and crossfunctional partners.

• Support the broader team on an ad hoc basis and storytelling needs creating compelling narratives that drive alignment influence decisions and support prioritization