Director, Hilton Honors Member Experience & Engagement
***This role is based at our corporate office in McLean, VA***
Exceptional Hospitality Starts with You
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.
What you'll do during a typical day:
- 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.
How you'll collaborate with others:
- 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.
Projects you'll take ownership of:
- 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.
What It Takes to Make the Stay
You have these minimum qualifications:
- 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
- This is a hybrid role out of McLean, VA (on average 3 days a week in office)
- Travel up to 20%
It would be useful if you have:
- 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
How We'll Help You Thrive
At Hilton, the hospitality we're known for doesn't end with our guests. We proudly invest in our Team Members' wellbeing, supporting you through all of life's moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:
- 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) – Recharge, relax, and take time for what matters most
- 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
*Benefits availability may vary depending on Team Member's location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.
Join an Award-Winning Workplace Culture
At Hilton, we don't just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible.
As a global leader in hospitality, we've welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we're setting new standards for the future of travel.
Whether you're starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.
Curious about life at Hilton? Explore our Careers Blog to see why we're more than a great place to stay—we're a great place to work.
