Director, Hilton Honors Member Experience & Engagement

Hilton • McLean, VA

21h • Hybrid

About The Position

This is your chance to be part of a Marketing & Loyalty team that attracts customers to Hilton through strong storytelling, top-rated rewards, and unique customer experiences and partnerships. As the Director, Hilton Honors Member Experience & Engagement you will support the team in delivering world-class loyalty program member experiences and program benefits, drive member recognition, and ensure corporate and hotel stakeholders are engaged to deliver best-in-class loyalty hospitality. On the Hilton Honors global team reporting to the Senior Director, Hilton Honors Member Experience & Growth, you will work on projects including the overarching member experience customer journey, the new Hilton Honors Diamond Reserve tier member experience, digital messaging roll-outs, and partnering with the Digital team to shape the Hilton Honors member experience across all digital products. You will also focus on the Team Member Learning & Development strategy for all aspects of our loyalty program and specific change initiatives like launching new brands and new ways to stay. You will also lead the internal communications of Hilton Honors program enhancements, operational updates, and prioritized program initiatives.

Requirements

• Ten (10) years of professional experience
• Eight (8) years of experience in a strategy, marketing, or product role preferably within the loyalty, hospitality, or travel industries
• Three (3) years of experience leading and developing team members in a managerial role
• Strong record of cross-functional partner collaboration and influencing executive leaders

Nice To Haves

• Background in member, CRM, and/or internal communications
• Collaboration with team members delivering a product/service to customers
• Exposure to research, data analysis, and modeling

Responsibilities

• Lead the strategic oversight of Hilton Honors best-in-class member experience – designing the end-to-end customer journey and steward delivery of that vision through activating cross-functional resources.
• Set and execute the Hilton Honors Engagement strategy for internal stakeholders who are on the forefront of delivering the member and corporate priorities for Hilton Honors (i.e. front office, Hilton Reservations & Customer Care (HRCC), owner relations, digital, learning and development, etc.).
• Drive cross-functional execution for major program initiatives, including new brand and partner onboarding, loyalty experience launches, and enterprise-wide communications tied to program, operational, and program economic changes.
• Partner with Digital, Product, and Technology teams to influence the Hilton Honors roadmap across app, messaging, account, search, and related member-facing experiences.
• Oversee large-scale content and communications ecosystems, including playbooks, lobby resources, FAQs, terms and conditions, knowledgebase content, and field-facing updates ensuring clarity, consistency, and scalability.
• Lead operational excellence efforts across engagement workflows, support channels, inboxes, audits, and SOPs identifying opportunities for simplification, automation, and stronger service levels.
• Use research, reporting, and performance signals to prioritize work and recommend improvements that support enrollment, occupancy, share of wallet, member satisfaction, and broader loyalty performance.
• Lead a team of seven, providing them strategic guidance and direction on their various workstreams.
• Close collaboration with a diverse set of leaders across the organization, including CRM, Partnerships, Finance, Commercial, Front Office, Product, Tech, User Experience, among others.
• Champion the Hilton Honors member experience and engagement strategy throughout the organization through data and storytelling.
• Work in tandem with your leader and peers/counterparts within Hilton Honors to ensure collaboration, identify efficiencies, and connect dots between program work.
• Overall member experience strategy including interpreting member feedback and how to adjust/improve the program service for our newest and most seasoned members.
• Deliver on Hilton Honors action plan to deliver best-in-class on-property stay experience scores through improved communications/setting expectations, on-property execution and reaction to member feedback to deliver world-class loyalty hospitality.
• Hilton Honors engagement strategy including internal education and communication of the program and its benefits.

Benefits

• Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
• Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
• Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
• Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
• Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
• Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
• Generous paid time off (PTO)
• Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
• Financial security for your future – Our retirement plans make it easier to save for what's next

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed