Content Designer III — Loyalty

📍 Job Overview

Job Title: Content Designer III — Loyalty

Company: Expedia Group

Location: Seattle, Washington, United States (with hybrid options in Chicago, Austin, Los Angeles, San Jose, San Francisco, and other EG locations)

Job Type: Full-time

Category: Product Design / Content Strategy

Date Posted: July 29, 2026

Experience Level: 5+ years

Remote Status: Hybrid

🚀 Role Summary

• Drive content strategy and design for Expedia Group's Loyalty and Membership programs, focusing on improving end-to-end traveler experiences.

• Leverage expert mastery in content strategy, UX writing, and information architecture to translate research and data into effective content solutions.

• Develop and implement messaging frameworks, routing matrices, and pattern guidance to ensure consistency, trust, and clarity across complex, multi-surface product experiences.

• Collaborate closely with Product Managers, Designers, Researchers, and stakeholders across Marketing, Brand, and Legal to align content with product roadmaps and business objectives, ensuring a cohesive user journey.

• Advocate for human-centered, inclusive, and accessible design principles, elevating content quality and user experience within the squad and across the Experience Design (XD) organization.

📝 Enhancement Note: While the title is "Content Designer," the responsibilities and required skills strongly indicate a Senior Content Strategist or Lead UX Writer role within a product development context. The emphasis on strategy, roadmap alignment, and influencing stakeholders suggests a leadership and strategic influence component beyond typical content creation. The "Loyalty" focus is critical, implying a deep dive into customer retention, lifecycle marketing, and personalized experiences.

📈 Primary Responsibilities

• Define and drive the content vision, narrative, and strategy for the Loyalty and Membership product areas, ensuring alignment with Expedia Group's overall mission.

• Synthesize qualitative, quantitative, and business data into actionable content insights that inform product decisions and roadmap planning.

• Design intuitive, accessible, and human-centered content for various touchpoints, including onboarding flows, transactional communications, notifications, and in-app messaging, ensuring scalability within our design system.

• Apply Information Architecture (IA) methods to structure content logically and create scalable solutions that enhance user navigation and understanding.

• Develop and maintain comprehensive messaging frameworks, content patterns, and style guides to ensure consistency, clarity, and brand voice across all loyalty-related user interfaces and communications.

• Partner with Product Management to guide roadmap decisions by championing user needs and connecting them to business goals.

• Design and execute content tests in collaboration with Research and Product partners, using findings to iterate and improve key performance metrics.

• Influence, persuade, and negotiate with cross-functional stakeholders, including Marketing, Brand, Legal, Engineering, and Localization teams, to achieve messaging cohesion and ensure global readiness and accessibility.

• Foster a culture of continuous improvement within the Experience Design team and partner teams by sharing best practices and advocating for high-quality content standards.

📝 Enhancement Note: The responsibilities emphasize a strategic, holistic approach to content, moving beyond just writing. The focus on "driving alignment," "guiding roadmap decisions," and "influencing stakeholders" highlights the senior nature of the role and its impact on product outcomes, not just deliverables. The explicit mention of "accessibility and global readiness" and "IA methods" further defines the scope of strategic content operations.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in a related technical field (e.g., Human-Computer Interaction, Communications, English, Design) or equivalent professional experience in core content design skills. Experience:

• 5+ years of experience in a Content Designer, UX Writer, or Content Strategist role, with a proven track record of improving complex product experiences.

• Deep experience in improving Loyalty journeys across multi-surface product environments.

• Demonstrated ability to turn research and data into targeted content solutions. Required Skills:

• Expert mastery in content strategy, UX writing, and information architecture.

• Proven ability to build messaging frameworks, routing matrices, and pattern guidance that scale consistency, trust, and clarity.

• Strong skills in presenting compelling rationale and narratives behind content strategies and decisions to peers, partners, and key stakeholders (e.g., Legal, Marketing, Security, Product, leadership).

• Expertise in persuasion and negotiation with stakeholders to create optimal experiences that balance traveler needs and business objectives.

• Experience applying human-centered design (HCD) practices to product experiences.

• Ability to synthesize qualitative, quantitative, and business data into actionable content insights.

• Experience designing intuitive, accessible content for onboarding, transactional flows, notifications, and other user touchpoints. Preferred Skills:

• Experience developing content solutions across multiple brands and user segments.

• Experience taking a thoughtful, empathetic, and inclusive approach to design that meets every user where they are.

• Experience with content audits, content mapping and modeling, conversational design, and storytelling.

• Experience working with engineering, localization, and accessibility teams to deliver inclusive, readable, and translatable content.

• Experience in driving retention within Loyalty and Membership areas, showcased through a portfolio.

📝 Enhancement Note: The "Minimum Qualifications" specifically call out a range of core content operations skills like "content audits and analysis, content mapping and modeling, information architecture, content planning and sourcing, conversational design, and storytelling," reinforcing the operational and strategic nature of this role. The distinction "this is not a content marketing role" is crucial for candidates to understand the product-centric focus.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a deep understanding of content strategy, UX writing, and information architecture applied to complex digital products.

• Present case studies demonstrating the ability to improve Loyalty and Membership journeys, highlighting the impact on user retention and business outcomes.

• Include examples of how you've translated user research and data into actionable content solutions and measurable improvements.

• Demonstrate experience in developing scalable content systems, pattern guidance, messaging frameworks, and routing matrices.

• Highlight your ability to collaborate with cross-functional teams and influence stakeholders to achieve cohesive messaging and optimal user experiences. Process Documentation:

• Examples of how you've documented content strategies, including user needs, business goals, and proposed solutions.

• Demonstrations of your process for conducting content audits, mapping content, and modeling content structures.

• Evidence of your approach to designing and testing content, and how you use findings to iterate and improve.

• Documentation illustrating your collaborative process with Product Managers, Designers, Researchers, and Engineering teams.

📝 Enhancement Note: The preferred qualifications explicitly request a portfolio showcasing "skills as a design thinker and honed UX writer," with a particular interest in "examples of how your influence enhances cross-functional thinking to drive retention in Loyalty and Membership areas." This indicates a strong emphasis on demonstrating strategic impact and process ownership through portfolio artifacts, aligning with the operational demands of a senior content role.

💵 Compensation & Benefits

Salary Range:

• Seattle, WA: $137,500 - $192,500 annually, with potential to reach $220,000 based on sustained performance.

• Chicago, IL: $128,000 - $179,500 annually, with potential to reach $205,000 based on sustained performance.

• Austin, TX: $137,500 - $192,500 annually, with potential to reach $220,000 based on sustained performance.

• San Francisco, CA: $149,000 - $208,500 annually, with potential to reach $238,500 based on sustained performance.

Benefits:

• Medical, dental, and vision insurance coverage.

• Paid time off (PTO).

• Employee Assistance Program (EAP).

• Wellness reimbursement.

• Travel reimbursement.

• Travel discounts.

• International Airlines Travel Agent (IATAN) membership.

• Access to a comprehensive list of benefits via careers.expediagroup.com/life. Working Hours:

• Standard full-time employment, approximately 40 hours per week, with flexibility inherent in a hybrid work model.

📝 Enhancement Note: The salary ranges provided are specific to location and include a mechanism for performance-based increases, indicating a structured compensation framework. The benefits package is comprehensive, with a notable emphasis on travel-related perks, aligning with the company's industry. The "total cash range" and potential to increase pay based on "ongoing, demonstrated, and sustained performance" suggest a performance-driven approach to compensation, common in senior roles.

🎯 Team & Company Context

🏢 Company Culture

Industry: Travel Technology / Online Travel Agency (OTA)

Company Size: Expedia Group is a large, global enterprise organization, employing thousands worldwide. This size implies established processes, cross-functional structures, and opportunities for impact at scale, but also necessitates navigating complex organizational dynamics.

Founded: Expedia Group was founded in 1996, with a long history in the online travel sector, allowing for deep domain expertise and a robust understanding of traveler needs and market evolution.

Team Structure:

• The role reports to the Senior Content Design Manager for Supply and Membership, indicating a specialized team structure within Experience Design (XD).

• This role is part of a worldwide team of Product Designers, Content Designers, and Researchers, emphasizing a collaborative, multidisciplinary approach to product development.

• Expect close partnership with Product Managers, Engineering, Localization, Accessibility, Marketing, Brand, and Legal teams, requiring strong cross-functional communication and collaboration skills. Methodology:

• Expedia Group emphasizes a "Traveler First" approach, meaning user needs and experiences are paramount.

• The company promotes five core behaviors: Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together, which likely guide team interactions and decision-making.

• A data-driven approach is evident, with responsibilities including synthesizing data and using findings to improve metrics.

• Human-Centered Design (HCD) principles are explicitly mentioned, indicating a focus on user empathy and iterative design processes.

Company Website: https://www.expediagroup.com/

📝 Enhancement Note: The company culture is characterized by a strong user-centric focus ("Traveler First") and a defined set of guiding behaviors. The scale of Expedia Group means that operational excellence and the ability to influence within a large organization are critical. The specific mention of "Supply and Membership" as the reporting area suggests a focus on the business side of travel, including partner relationships and customer loyalty programs, which is crucial context for a content strategist.

📈 Career & Growth Analysis

Operations Career Level: This is a Content Designer III role, which is equivalent to a Senior or Lead level in many organizations. It signifies a high degree of autonomy, strategic responsibility, and the expectation to lead by example and mentor others. The role focuses on driving product outcomes through content strategy, not just producing deliverables.

Reporting Structure: You will report to the Senior Content Design Manager for Supply and Membership. This manager oversees content strategy for key areas vital to Expedia Group's business, suggesting a direct line of influence on core revenue-generating functions.

Operations Impact: The content designer will have a significant impact on revenue and business decisions by:

• Enhancing traveler experiences within critical Loyalty and Membership programs, directly influencing customer retention, repeat bookings, and lifetime value.

• Aligning content strategy with product roadmaps and business goals, ensuring that user-facing messaging supports strategic initiatives and drives desired user behaviors.

• Improving key metrics through data-informed content decisions and testing, contributing to measurable business growth.

• Ensuring messaging cohesion across channels and touchpoints, reinforcing brand trust and driving conversion. Growth Opportunities:

• Skill Advancement: Deepen expertise in Loyalty program content strategy, complex product systems, and large-scale content operations. Opportunities to lead content initiatives and mentor junior designers.

• Leadership Development: Potential to move into Senior Manager roles, lead larger content teams, or specialize in specific product domains within Expedia Group. The role's strategic nature provides a strong foundation for leadership.

• Cross-Functional Expertise: Gain extensive experience collaborating with diverse teams (Product, Engineering, Marketing, Legal), building a broad understanding of product development and business operations within the travel industry.

• Specialization: Opportunity to become a subject matter expert in Loyalty and Membership, a critical area for driving customer lifetime value in the travel sector.

📝 Enhancement Note: The "III" in the title signifies a senior-level position, implying a high degree of ownership and strategic impact. The focus on "product outcomes, not just deliverables" and "accountability for product outcomes" strongly suggests that this role is embedded within product teams and has a direct influence on business results, particularly customer retention and lifetime value in the critical Loyalty/Membership space.

🌐 Work Environment

Office Type: Expedia Group operates a hybrid work model. This role is based out of their Seattle Campus, but discussions for other EG locations (Chicago, Austin, Los Angeles, San Jose, San Francisco) are possible. The hybrid nature suggests a mix of in-office collaboration and remote work.

Office Location(s):

• Primary: Seattle Campus, Washington, United States.

• Other Discussable Locations: Chicago, Illinois; Austin, Texas; Los Angeles, California; San Jose, California; San Francisco, California.

Workspace Context:

• Collaborative Environment: Expect to work within a multidisciplinary team of Product Designers, Content Designers, and Researchers, fostering a highly collaborative and iterative design process.

• Tools & Technology: Access to Expedia Group's internal design systems, content management tools, and research platforms will be provided. Proficiency with standard design and collaboration software is expected.

• Operations Integration: The role is deeply integrated into product development workflows, requiring close daily interaction with Product Managers, Engineers, and other cross-functional partners to ensure content is strategically aligned and effectively implemented.

Work Schedule:

• Full-time role, typically around 40 hours per week. The hybrid model offers flexibility in how and where work is performed, balancing structured collaboration with individual focus time.

📝 Enhancement Note: The hybrid nature of the role is a key aspect, suggesting a blend of in-office collaboration for strategic discussions and team alignment, and remote work for focused individual tasks. The mention of the "Seattle Campus" as primary, with other locations up for discussion, indicates a degree of flexibility in placement for the right candidate. The emphasis on cross-functional collaboration within teams of Designers, Researchers, and Product Managers points to a dynamic and integrated work environment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter will likely review your application and portfolio for initial fit based on experience and skills.

• Hiring Manager Interview: Expect an interview with the Senior Content Design Manager for Supply and Membership to discuss your experience, strategic approach, and fit for the team.

• Portfolio Presentation & Case Study Review: A significant part of the process will involve presenting your portfolio, focusing on specific projects that demonstrate your expertise in content strategy, UX writing, and impact on Loyalty/Membership journeys. You may be asked to walk through a detailed case study.

• Cross-Functional Interviews: Interviews with peers (other designers, researchers) and cross-functional partners (Product Managers, potentially Marketing or Legal) to assess collaboration style, problem-solving abilities, and influence.

• Final Interview/Debrief: Potentially a final conversation with senior leadership or a debrief session to consolidate feedback.

Portfolio Review Tips:

• Focus on Impact: Clearly articulate the problem, your strategic approach, the content solutions you designed, and the measurable business/user outcomes. Quantify results whenever possible (e.g., increased conversion rates, reduced support tickets, improved NPS).

• Showcase Loyalty/Membership Expertise: Prioritize projects related to customer retention, loyalty programs, membership benefits, or personalized user journeys. Highlight how your content drove engagement and loyalty.

• Demonstrate Strategic Thinking: Include examples of how you developed content strategies, created messaging frameworks, performed content audits, or influenced product roadmaps.

• Highlight Collaboration: Showcase how you worked with Product Managers, Designers, Researchers, Legal, and Marketing teams. Explain how you managed stakeholder feedback and drove alignment.

• Address Inclusivity and Accessibility: Include examples demonstrating your commitment to designing inclusive and accessible content.

Challenge Preparation:

• Be prepared to discuss how you would approach a specific content challenge related to Expedia's Loyalty program, potentially involving user segmentation, personalized messaging, or onboarding improvements.

• Practice articulating your thought process for problem-solving, data synthesis, and strategic decision-making under pressure.

• Prepare to discuss how you manage feedback, negotiate with stakeholders, and ensure content quality and consistency at scale.

📝 Enhancement Note: The emphasis on a portfolio review, particularly for "examples of how your influence enhances cross-functional thinking to drive retention in Loyalty and Membership areas," is a critical signal. Applicants must curate their portfolio to highlight strategic problem-solving and measurable impact within these specific domains, rather than just showcasing writing samples. The interview process will likely probe deeply into strategic capabilities and stakeholder influence.

🛠 Tools & Technology Stack

Primary Tools:

• Content Management Systems (CMS): Likely internal or industry-standard CMS for managing content across various Expedia Group brands and platforms.

• Design & Prototyping Tools: Familiarity with tools like Figma, Sketch, or Adobe XD is essential for collaborating with designers and visualizing content in context.

• Collaboration Platforms: Tools such as Slack, Microsoft Teams, and Asana or Jira for team communication, project management, and workflow tracking.

Analytics & Reporting:

• Web Analytics: Proficiency with tools like Google Analytics, Adobe Analytics, or internal Expedia tracking systems to understand user behavior, measure content performance, and identify areas for improvement.

• Data Visualization Tools: Experience with tools like Tableau, Looker, or Power BI to analyze data, create reports, and present insights to stakeholders.

• A/B Testing Platforms: Experience using platforms to design and analyze content experiments to optimize user journeys and drive key metrics.

CRM & Automation:

• CRM Systems: While not a direct CRM role, understanding how content integrates with CRM strategies (e.g., personalized email campaigns, customer segmentation) is beneficial. Familiarity with Salesforce or similar platforms may be helpful.

• Marketing Automation Tools: Understanding how content is deployed through platforms like Marketo, HubSpot, or internal marketing automation systems.

• Content Strategy & Auditing Tools: Tools for content inventory, audits, mapping, and modeling (e.g., spreadsheets, specialized content strategy software).

📝 Enhancement Note: While the role is Content Designer, its strategic and operational nature means familiarity with analytics, A/B testing, and content management systems is crucial. The ability to leverage data to inform content decisions and measure impact is a key operational requirement. Understanding how content fits into broader CRM and marketing automation strategies will also be a significant advantage.

👥 Team Culture & Values

Operations Values:

• Traveler First: A core value that guides all decisions, ensuring that the traveler's needs, satisfaction, and journey are prioritized in all content and product design.

• Operate with Excellence: A commitment to high standards in execution, process, and outcomes. This translates to rigorous content quality, data-driven decision-making, and efficient workflow management.

• Succeed Together: Emphasizes collaboration, mutual support, and shared ownership of goals. This means actively participating in team efforts, providing constructive feedback, and contributing to a positive team dynamic.

• Ownership Mindset: Taking responsibility for tasks and outcomes, proactively identifying issues, and driving solutions to completion, particularly within the Loyalty and Membership domains.

• Think Big: Encourages innovative thinking and challenging the status quo to create impactful and forward-thinking experiences for travelers.

Collaboration Style:

• Cross-Functional Integration: The role requires seamless collaboration with Product Managers, UX Designers, Researchers, Engineers, Marketing, Brand, and Legal teams. This involves active participation in design reviews, product strategy meetings, and cross-functional workshops.

• Data-Informed Discourse: Discussions and decision-making are expected to be grounded in user research, data analysis, and business metrics, fostering a rational and objective approach to content strategy.

• Feedback Culture: An environment where constructive feedback is regularly exchanged, leading to iterative improvements in content and user experience. This requires openness to feedback and the ability to provide it effectively.

• Holistic Experience Ownership: A shared responsibility for the end-to-end user experience, where content is seen as an integral part of the product, not an add-on.

📝 Enhancement Note: The company's stated behaviors (Traveler First, Think Big, Operate with Excellence, Ownership Mindset, Succeed Together) are direct indicators of the desired culture. For a Content Designer III, "Operate with Excellence" and "Ownership Mindset" are particularly relevant, suggesting a need for meticulous work, proactive problem-solving, and taking responsibility for the strategic impact of content within the Loyalty and Membership programs.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Traveler Needs with Business Objectives: Navigating the inherent tension between creating delightful, user-centric experiences and meeting Expedia Group's business goals for revenue and retention within Loyalty programs.

• Scaling Content Across Multiple Brands/Surfaces: Ensuring content consistency, quality, and effectiveness across Expedia Group's diverse brands and digital touchpoints (web, mobile app, email), especially within the complex Loyalty ecosystem.

• Influencing Stakeholders in a Large Organization: Effectively persuading and gaining alignment from various departments (Marketing, Brand, Legal, Product, Engineering) that may have differing priorities or perspectives on content.

• Navigating Complex Product Systems: Understanding and contributing to content strategies for intricate, multi-stage user journeys within the Loyalty and Membership programs, which often involve numerous technical dependencies.

• Staying Ahead of Evolving Traveler Expectations: Continuously adapting content strategies to meet changing user behaviors, preferences, and the competitive landscape in the travel industry.

Learning & Development Opportunities:

• Deep Domain Expertise: Develop specialized knowledge in Loyalty programs and customer retention strategies within the travel sector, a highly valuable skill set.

• Strategic Leadership Training: Opportunities to hone strategic thinking, stakeholder management, and leadership skills through leading complex projects and potentially mentoring junior team members.

• Exposure to Advanced UX Practices: Work closely with experienced UX Researchers and Designers, gaining insights into cutting-edge design thinking, HCD methodologies, and accessibility best practices.

• Industry Trends: Stay abreast of emerging trends in content design, AI-driven content, personalization, and the evolving digital travel landscape.

• Cross-Functional Skill Development: Enhance understanding of product development lifecycles, engineering constraints, and marketing strategies through close collaboration with diverse teams.

📝 Enhancement Note: The challenges highlight the operational complexities of working in a large, established company within a competitive industry. The "scaling content" and "influencing stakeholders" aspects are particularly relevant to operations roles. Growth opportunities should be framed around developing specialized domain expertise in Loyalty/Membership and enhancing strategic and leadership capabilities.

💡 Interview Preparation

Strategy Questions:

• "How would you approach defining the content strategy for a new feature within our Loyalty program, considering both user engagement and business impact?" (Focus on your process: research, data synthesis, stakeholder alignment, iterative testing).

• "Describe a time you had to influence a stakeholder (e.g., Legal, Marketing, Product) who disagreed with your content recommendations. What was your approach, and what was the outcome?" (Highlight negotiation, persuasion, and data-driven rationale).

• "Walk us through a complex content problem you solved in a previous role, ideally related to customer retention or loyalty. What were the challenges, your solution, and the measurable results?" (Emphasize problem-solving methodology, content design thinking, and ROI). Company & Culture Questions:

• "How do Expedia Group's 'Traveler First' and 'Operate with Excellence' behaviors align with your own approach to content design?" (Connect your values and work style to the company's stated principles).

• "How do you ensure inclusivity and accessibility in your content design process?" (Demonstrate your understanding of diverse user needs and inclusive design practices).

• "Given Expedia Group's scale, how do you ensure consistency in content across different product surfaces and brands?" (Discuss your experience with content systems, pattern libraries, and cross-functional collaboration). Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly outline the problem statement, your role, the process you followed, the content solutions you developed, and the impact/results achieved.

• Quantify Impact: Wherever possible, use metrics to demonstrate the success of your work (e.g., increased conversion rates, improved user satisfaction scores, reduced bounce rates, enhanced retention metrics).

• Highlight Strategic Contributions: Emphasize how your content strategy influenced product decisions, aligned with business goals, and improved the overall user experience, especially within Loyalty/Membership contexts.

• Showcase Collaboration: Be ready to discuss how you partnered with Product Managers, Designers, Researchers, and other stakeholders to bring your content solutions to life.

• Tailor to Expedia: If possible, research Expedia's current Loyalty program and messaging to frame your examples and demonstrate your understanding of their specific context.

📝 Enhancement Note: The interview preparation should strongly emphasize the strategic and operational aspects of content design. Candidates need to be ready to discuss their process for defining strategy, influencing stakeholders, and quantifying impact, particularly within the context of a loyalty program. The portfolio presentation is key and should focus on demonstrating strategic thinking and measurable results, not just writing samples.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on the Expedia Group careers site.

• Curate Your Portfolio: Select 2-3 key projects that best showcase your expertise in content strategy, UX writing, and demonstrable impact on customer loyalty and membership programs. Ensure these projects highlight your ability to translate data into actionable content solutions and influence cross-functional teams.

• Optimize Your Resume: Tailor your resume to highlight experience with UX writing, content strategy, information architecture, and human-centered design. Use keywords from the job description such as "Loyalty," "Membership," "content strategy," "UX writing," "stakeholder management," and "data analysis." Quantify achievements with specific metrics where possible.

• Prepare Your Narrative: Practice articulating your portfolio projects and career experiences, focusing on your strategic approach, problem-solving skills, and the measurable outcomes of your work. Be ready to discuss how you align content with business objectives and improve user experiences.

• Research Expedia Group: Familiarize yourself with Expedia Group's brands, mission, values, and current Loyalty program offerings. Understand their approach to customer experience and the travel industry to better tailor your responses and demonstrate cultural fit.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.