Director, Member Experience – New Opportunities & Design

Director, Member Experience – New Opportunities & Design

The Director, Member Experience – New Opportunities & Design is responsible for developing and executing loyalty constructs that expand the reach, relevance, and long-term 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 long-term lifetime value.

Candidate Profile

Education and Experience

Required

• Bachelor's 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 Bonvoy's 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 long-term 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 trade-offs 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, on-property, and service touchpoints.

• Partner cross-functionally 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 near-term execution with long-term program evolution and growth priorities.

• Communicate progress, insights, and recommendations to senior leadership to inform prioritization and decision-making.

Leadership & Team Development

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

• Build a high-performing, customer-centric team culture grounded in collaboration, outcomes, and continuous improvement.

• Demonstrate strong executive presence, confidently representing loyalty initiatives with senior leadership and cross-functional partners.

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

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.