Director, Customer Experience (Loyalty)
Core
Define and lead alliance-wide loyalty strategies for Star Alliance across 26 member airlines, covering accrual, redemption, status recognition, and fraud management.
Role type
Director, Customer Experience (Loyalty)
Builds
End-to-end loyalty journey solutions for multi-airline travelers
Domain
Airline alliance, global travel, loyalty programs
Deliverable
product features
Required skills
Loyalty program strategy, digital transformation, stakeholder engagement, project management, business case development, budgeting, data-driven decision making, international team leadership
Preferred skills
Airline loyalty domain expertise, change management, IT solution project lifecycle knowledge
Technologies
Jira, Miro, PowerPoint, Word
Responsibilities
Define and lead the strategy, delivery, and day-to-day operation of Loyalty products and services; Drive innovation through the integration of digital tools and customer-centric solutions; Allocate resources effectively as business, customer, and member airlines needs evolve; Lead and mentor a diverse team of product experts; Represent Star Alliance in external events and senior-level engagements with member airlines
Seniority
Director, strategic leadership & team management