director of user experience

Deloitte

<div></div><div><div><div><div><div>Job requisition ID :: 92200
</div></div></div></div><div><div><div><div>Date: Nov 10, 2025
</div></div></div></div><div><div><div><div>Location: Delhi CEC
</div></div></div></div><div><div><div><div>Designation: Director
</div></div></div></div><div><div><div><div>Entity: Deloitte Touche Tohmatsu India LLP
</div></div></div></div><div><div><div><div><p><b>Your potential, unleashed.</b></p><br>
<p></p>
<p>
India&rsquo;s impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realise your potential amongst cutting edge leaders, and organisations shaping the future of the region, and indeed, the world beyond.At Deloitte, your whole self to work, every day. Combine that with our drive to propel with purpose and you have the perfect playground to collaborate, innovate, grow, and make an impact that matters.</p><br>
<p></p>
<p><b>
What impact will you make?</b></p>
<p>
Every day, your work will make an impact that matters, while you thrive in a dynamic culture of inclusion, collaboration and high performance. As the undisputed leader in professional services, Deloitte is where you&rsquo;ll find unrivaled opportunities to succeed and realize your full potential</p><br>
<p></p>
<p><b>
Deloitte is where you&rsquo;ll find unrivaled opportunities to succeed and realize your full potential.</b><b>The Team</b></p><p><br>
 Deloitte Digital has created a new model for a new age: the creative digital consultancy. We're transforming the digital journey in a way an agency or traditional consultancy alone cannot&ndash;now leaders across their entire organization can come to one place to have their ambitions brought to life. We combined the creative and digital capabilities of our studios and the broad reach of an advertising agency with the technical experience, deep business strategy, and relationships of one of the world's largest consultancy to create something that is so much more than the sum of its parts. We can help you imagine bigger and scale as your business grows. Learn more about Digital</p><br>
<p></p>
<p>
Amidst, landing rockets, self driving cars, talking Alexas and blazing fast communication, past two decades have ushered in massive changes into our lives.</p><br>
<p></p>
<p><b>
Enough watching from the sidelines already !</b></p><br>
<p></p>
<p>
If you have your sleeves rolled up and are raring to be a change-maker yourself, we&rsquo;d love to hear from you. We seek exceptionally motivated, obsessively passionate and radically creative self starter minds.</p><br>
<p></p>
<p>
Minds that&rsquo;ll have rare opportunities to peek into pivotal challenges faced by the leadership of key brands across sectors &amp; global locations.</p><br>
<p></p>
<p><b>
Your Role</b></p><br>
<p></p>
<ul><li>Face client and gather high resolution requirements with ease.</li></ul>
<ul><li>Repeatedly educate internal and external stakeholders on design process - own selling design as-much as creating it.</li></ul>
<ul><li>Work towards deadlines, within a dynamic environment and across time-zones.</li></ul>
<ul><li>Accurately scope and plan deliverables and time-lines.</li></ul>
<ul><li>Open to iterative critique, feedback and co-creative work-flows with internal &amp; external stakeholders.</li></ul>
<ul><li>Clear &amp; impersonal defense of the &ldquo;why&rdquo; of design decisions.</li></ul>
<ul><li>Manage evolving client requirements - High levels of resilience and self-motivation.</li></ul>
<ul><li>Excellent communication skills - both written and verbal, to articulate complex &amp; technical issues.</li></ul>
<ul><li>Earnest and diligent UI testing leading to obsessive filing and followup's of bugs/changes.</li></ul>
<ul><li>Understand and speak the language of VD, Functional and Dev teams for smooth hand-overs.</li></ul>
<ul><li>Collaborate across teams within an agile delivery framework.</li></ul><br>
<p></p>
<p><b>
Our Requirement</b></p><br>
<p></p>
<ul><li>An equal passion towards technology &amp; aesthetics.</li></ul>
<ul><li>Very strong understanding of design fundamentals. - Form, color, balance, harmony etc.</li></ul>
<ul><li>Very strong hands-on understanding of the design process and deliverables at every stage - system-maps, mind-maps, personas, journey-maps, wire-frames, style guides, VD assets, Spec docs etc.</li></ul>
<ul><li>Keenly aware of latest UX/UI design patterns, frameworks, libraries and guidelines across web, iOS, Android, windows etc.</li></ul>
<ul><li>Very strong Information design &amp; Information architecture skills - taxonomies, ontologies, facets etc.</li></ul>
<ul><li>An extremely keen observer &amp; listener; rapidly absorbs tiniest nuances of client&rsquo;s business challenge; does not shy away from complexity.</li></ul>
<ul><li>Ability to profile end user with utmost clarity and detail.</li></ul>
<ul><li>Strong lateral thinker; Imagine novel intuitive solutions for hard UX problems.</li></ul>
<ul><li>Aware of nuances of cross device &amp; cross platform solution and delivery - Grids, pixel densities etc.</li></ul>
<ul><li>Strong grasp of &lsquo;usability&rsquo; and other design gold standards.</li></ul>
<ul><li>Keenly aware of nuances of primary secondary User research, User validation and User testing.</li></ul>
<ul><li>Fluent in contextualizing design process towards varying domains - healthcare, finance, retail, heavy industry etc.</li></ul>
<ul><li>Comfortable designing within niche UI framework restraints such as SAP ui, SFDC ui etc.</li></ul>
<ul><li>Ability to comb through big data, analytics and behavioral insights to generate new experiences and opportunities - keen interest in big-data visualizations.</li></ul>
<ul><li>Experience of designing high complexity interfaces e.g. Retail, Finance, Big data, Banking etc.</li></ul>
<ul><li>Strong ability to accurately prioritize and transform insights and requirements into simple,</li></ul>
<ul><li>intuitive user flows and interfaces.</li></ul>
<ul><li>Extremely proficient in the latest design &amp; rapid prototyping tools such as Sketch, Axure, Adobe suite, InVision, Zeplin, Principle etc.</li></ul><br>
<p></p>
<p><b>
How you&rsquo;ll grow</b></p><br>
<p></p>
<p>
At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there&rsquo;s always room to learn. We offer opportunities to help build world-class skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Centre.</p><br>
<p></p>
<p><b>
Benefits</b></p><br>
<p></p>
<p>
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.</p><br>
<p></p>
<p><b>
Our purpose</b></p><br>
<p></p>
<p>
Deloitte is led by a purpose: To make an impact that matters.</p><br>
<p></p>
<p>
Every day, Deloitte people are making a real impact in the places they live and work. We pride ourselves on doing not only what is good for clients, but also what is good for our people and the</p><br>
<p></p>
<p>
Communities in which we live and work&mdash;always striving to be an organization that is held up as a role model of quality, integrity, and positive change. Learn more about Deloitte's impact on the world</p></div></div></div></div></div><p></p>

T&T-Customer-M&C-Director | UX Design | Delhi CEC |

easypaisa digital bank

<div>
 <p>
  <strong>
   Position Summary:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  easypaisa is seeking a strategic and customer-obsessed
  <strong>
   Assistant Director &ndash; Product Experience
  </strong>
  to lead initiatives that elevate the digital journey of millions of users. This leadership role is central to our mission of driving digital adoption, reducing helpline dependency, and delivering seamless, intuitive experiences across the easypaisa app.
 </p>
 <p>
  <br/>
 </p>
 <p>
  You will manage a team of
  <strong>
   Product Managers
  </strong>
  , working cross-functionally to identify friction points, deflect call center volumes, and design in-app solutions that resolve user pain effectively. This is a high-impact opportunity to shape the future of digital financial services in Pakistan.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Duties and Responsibilities:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ol>
  <li>
   Lead initiatives to shift customer support interactions from helpline to digital channels by designing intuitive in-app solutions that resolve user queries and reduce dependency on call centers.
  </li>
  <li>
   Manage and mentor a team of
   <strong>
    Product Managers
   </strong>
   , ensuring clear ownership, accountability, and delivery of experience-focused product improvements.
  </li>
  <li>
   Drive agile sprint planning and execution with design and engineering teams to deliver impactful experience enhancements on time and at scale.
  </li>
  <li>
   Analyze complaint data and call logs to identify recurring pain points. Drive product enhancements that proactively address these issues and improve user satisfaction.
  </li>
  <li>
   Design and implement seamless in-app journeys and workflows that enhance self-service capabilities and reduce user friction across the Easypaisa app.
  </li>
  <li>
   Develop and present performance dashboards, insights, and strategic recommendations to C-level stakeholders, highlighting progress on digital adoption, call deflection, and experience KPIs.
  </li>
  <li>
   Work closely with CX, Call Center, Operations, Risk, Compliance, and Product teams to align on experience strategies and ensure cohesive execution.
  </li>
  <li>
   Lead journey mapping exercises using user feedback, behavioral data, and support logs to uncover improvement opportunities and inform product decisions.
  </li>
  <li>
   Collaborate with design and engineering teams to deliver experience enhancements through agile sprint cycles, ensuring timely and impactful releases.
  </li>
  <li>
   Define and monitor key performance indicators such as call volume reduction, NPS, digital adoption rates, and complaint resolution metrics.
  </li>
  <li>
   Formulate and execute communication and product strategies that support penetration, retention, and revenue growth through improved user experience.
  </li>
 </ol>
 <p>
  <br/>
 </p>
 <p>
  If you are a strategic thinker with a proven track record in product and team management, ready to steer a diverse core products portfolio, we invite you to apply. Contribute to the continued success of easypaisa in the digital financial services sector by spearheading innovation, fostering collaboration, and mastering portfolio management.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Direct Reports:
  </strong>
 </p>
 <p>
  Product Managers (CX)
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Role Relationship
  </strong>
 </p>
 <p>
  <strong>
   Internal
  </strong>
 </p>
 <ul>
  <li>
   Risk/Compliance
  </li>
  <li>
   Engineering/ Technology/ Operations
  </li>
  <li>
   CX Squad Team/ Scrum
  </li>
  <li>
   Design Team
  </li>
  <li>
   Research Team
  </li>
  <li>
   Marketing
  </li>
  <li>
   Growth Team
  </li>
  <li>
   BI/ Analytics Team
  </li>
  <li>
   Finance
  </li>
  <li>
   Product Squads
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   External
  </strong>
 </p>
 <ul>
  <li>
   SBP
  </li>
  <li>
   Vendors/solution providers
  </li>
  <li>
   Partners
  </li>
  <li>
   Call Center Partners
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Knowledge and Experience
  </strong>
 </p>
 <p>
  <strong>
   Education:
  </strong>
  Bachelor&rsquo;s/ Master Degree
 </p>
 <p>
  <strong>
   Experience:
  </strong>
  7 years +
 </p>
 <p>
  <strong>
   Behavioral Skills &amp; Competencies:
  </strong>
 </p>
 <ul>
  <li>
   Strong user empathy with a customer-first mindset
  </li>
  <li>
   Proven leadership skills with experience managing small, high-performing teams
  </li>
  <li>
   Excellent communication and collaboration skills
  </li>
  <li>
   Analytical and data-driven decision-making approach
  </li>
  <li>
   Strong project and stakeholder management abilities
  </li>
  <li>
   Familiarity with agile delivery frameworks and cross-functional execution
  </li>
  <li>
   Ability to translate user insights into actionable product and process improvements
  </li>
  <li>
   Enthusiastic about solving real-world problems and reducing customer effort
  </li>
  <li>
   Comfortable challenging the status quo to improve user outcomes
  </li>
  <li>
   Inspire and motivate cross-functional teams towards a shared vision.
  </li>
  <li>
   Foster a collaborative and inclusive environment that encourages innovation.
  </li>
  <li>
   Demonstrate resilience and agility in responding to challenges and shifting priorities.
  </li>
  <li>
   Clearly articulate ideas to both technical and non-technical stakeholders.
  </li>
  <li>
   Ensure open and transparent communication for informed decision-making.
  </li>
  <li>
   Cultivate a cooperative culture, encouraging diverse perspectives and teamwork.
  </li>
  <li>
   Encourage and embrace a culture of innovation, inspiring teams to explore new ideas.
  </li>
  <li>
   Maintain a deep understanding of customer needs, ensuring alignment with user expectations. Advocate for customer-centric design throughout the product development lifecycle.
  </li>
  <li>
   Make informed and timely decisions based on data, market insights, and business priorities.
  </li>
  <li>
   Encourage open dialogue and create a supportive environment for conflict resolution.
  </li>
 </ul>
 <p>
 </p>
</div>


Assistant Director Product Experience

Supertech Group

<div><p>Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?</p><p>
If yes, then this is the job you're looking for ,webook.com is Saudi's #1 event ticketing and experience booking platforms in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales. webook.com is part of the Supertech Group also consisting of UXBERT Labs, one of the best digital and user experience design agencies in the GCC, along with Kafu Games, the largest esports tournament platform in MENA.</p><p></p><p><b>
Job Overview</b></p><p>
The Director of Experience will lead the design, delivery, and continuous improvement of customer and user experiences across all webook.com touchpoints. This role blends strategy, design thinking, and operational excellence to ensure seamless, engaging, and consistent experiences for both B2B and B2C audiences.</p><p>
You will collaborate closely with all relevant departments to translate user insights into impactful experience improvements that drive satisfaction, loyalty, and business growth.</p><p></p><p><b>
Key Responsibilities:
</b></p><p><b>Experience Strategy &amp; Execution</b></p><ul>
<li>
Translate the company&rsquo;s customer experience vision into actionable plans and measurable outcomes.</li>
<li>Lead initiatives to enhance end-to-end customer and user journeys across digital and service channels.</li>
<li>Stay ahead of experience trends, best practices, and emerging technologies to guide innovation.</li>
<li>Develop and manage the experience roadmap and related budgets.</li>
</ul><p><b>
Team Leadership &amp; Development</b></p><ul>
<li>
Collaborate with multidisciplinary team of UX designers, researchers, and journey specialists.</li>
<li>Manage The customer support leads to enhance service standards and ensure alignment with experience goals.</li>
<li>Foster a culture of empathy, collaboration, and innovation within the experience function.</li>
</ul><p><b>
Experience Design &amp; Research</b></p><ul>
<li>
Lead customer journey mapping, persona development, and service blueprinting activities.</li>
<li>Oversee research programs to uncover user needs, pain points, and opportunities for improvement.</li>
<li>Define and monitor experience KPIs and customer satisfaction metrics (CSAT, NPS, CES).</li>
</ul><p><b>
Customer Support &amp; Operations</b></p><ul>
<li>
Manage the Support team to enhance self-service capabilities and streamline customer interactions.</li>
<li>Support implementation of new tools and automation to improve efficiency and response times.</li>
<li>Ensure consistent communication standards and escalation processes are in place.</li>
</ul><p><b>
Technology &amp; Experience Tools</b></p><ul>
<li>
Partner with IT and Product teams to implement and optimize CX and UX tools (CRM, chatbots, analytics, feedback systems).</li>
<li>Support the integration of AI-driven customer support tools, personalization, automation, and sentiment analysis tools.</li>
<li>Champion data-informed decision-making by leveraging experience analytics and insights.</li>
</ul><p><b>
Cross-functional Collaboration</b></p><ul>
<li>
Work closely with Product, Marketing, and Operations to ensure experience strategy aligns with business priorities.</li>
<li>Translate customer insights into actionable recommendations that influence product and service design.</li>
<li>Establish feedback loops across departments to ensure continuous improvement.</li>
</ul><p></p><p><b>
Requirements</b></p><ul>
<li>
8+ years of experience in customer or user experience, service design, or related field.</li>
<li>3&ndash;5 years of leadership experience managing cross-functional or design-focused teams.</li>
<li>Proven record of improving customer experience within digital platforms (SaaS, e-commerce, or tech-driven organizations).</li>
<li>Strong understanding of UX, journey mapping, and design thinking methodologies.</li>
<li>Experience implementing experience measurement frameworks (NPS, CSAT, CES, VOC).</li>
<li>Solid grasp of omnichannel experience management and digital experience technologies.</li>
<li>Excellent stakeholder management, communication, and presentation skills.</li>
<li>Bachelor&rsquo;s degree required; Master&rsquo;s in a related field preferred.</li>
<li>Familiarity with agile delivery environments.</li>
<li>Experience working in fast-paced, high-growth environments is a plus.</li></ul></div>

Director of Experience

Ion Group

<div> <div> <b>Key Responsibilities:</b> <ul> <li> <b>Backlog Management &amp; Feature Prioritization:</b> </li> <li>Collaborate with the Product Lead and stakeholders to define and deconstruct complex business needs into clear and concise user stories and acceptance criteria.</li> <li>Develop, maintain, and prioritize the product backlog for multiple development squads, ensuring alignment with the project roadmap and MVP launch features. </li> <li>Champion the development of core functionalities, including a frictionless digital onboarding process, flexible subscription models, intelligent usage management, and a secure digital wallet.</li> <div>  </div> <li> <b>User Journey &amp; Experience Validation:</b> </li> <li>Take full ownership of defining, validating, and optimizing user journeys, including pre-defined, user-triggered journeys for account management and data visualization.</li> <li>Ensure all user journeys are intuitive and that AI-powered recommendations are personalized and effective.</li> <li>Collaborate closely with our Product Designers to build out a scalable Figma Design System and a UI Storybook to ensure pixel-perfect builds and development efficiency. </li> <div>  </div> <li> <b>AI Integration &amp; Dynamic UI:</b> </li> <li>Translate business process flows and user needs into functional requirements for the application's AI systems.</li> <li>Collaborate with technical teams on the implementation of AI-driven, adaptive user interfaces that respond to user interactions and requests in real-time.</li> <li>Support the development of a flexible AI integration architecture designed to be scalable and accommodate various large language models and providers.</li> <div>  </div> <li> <b>Stakeholder &amp; Team Alignment:</b> </li> <li>Serve as the primary point of contact and subject matter expert on business processes for the development teams and client SMEs.</li> <li>Facilitate clear communication between business stakeholders, design teams, and engineering squads to ensure a shared understanding of product goals.</li> <li>Actively participate in agile ceremonies, including sprint planning, reviews, and retrospectives, to drive continuous improvement and ensure timely delivery.</li> <li>Be present on-site in Dubai 4+ days per week</li> </ul>  </div> </div>

Product Owner, AI-Driven Mobile Experience

Ministry of Education Dubai

<b><br>Job Description</b><br>Since the establishment of the union of the United Arab Emirates in 1971, education has received the utmost attention of the founding leader, Sheikh Zayed bin Sultan Al Nahyan, may Allah have mercy on him, and his founding brothers. They believed that education was the cornerstone of building an enabled community that could keep pace with the advancements. Over the past decades, the wise leadership of the country was keen on building an educational system that matched its counterparts in the advanced nations. It harnessed for this purpose all the required capabilities, to achieve the country's agenda and national vision in this regard. Sincere efforts have also been made to develop education and adopt the best systems that achieve high-quality education outputs, to achieve the future visions and aspirations of the wise leadership.<br>Since investing in human capital is the main objective, the UAE has been keen on establishing the Ministry of Education and creating the appropriate environment to build pioneering Emirati schools, in terms of standards, form, and content they provide. It also made sure that such schools provided high-quality educational environment and owned the most technically advanced tools to be able to graduate generations that could pursue their university education confidently in higher education institutions to fulfil the requirements of labour market.<br>The MOE has also provided a smart learning system and high-quality digital platforms, side by side with the continuous development of school curriculums, according to national learning standards, assessment policy that is based on assessing for learning, and highest quality standards that match the best international practices. Various learning tracks, moreover, have been provided to support the capabilities and skills of students and achieve the country's strategy of encouraging the culture of creativity and innovation through providing the students with the skills of the 21st century and motivating them to have new ideas that relate to the reality they live in and foresee the future. This will eventually help in finding radical, sustainable solutions to the major issues, improving competitiveness, and supporting smart government in its attempts to keep pace with global advancements, advance education, and push it to broad horizons of excellence, leadership, and competitiveness.<br>Department Definition:<br>As our Director of Digital Experience, you will lead the Ministry s digital transformation journey through a customer-centric lens, enhancing satisfaction, engagement, and productivity across all services and channels. You will work cross-functionally, driving innovation in digital experience design, application development, and user adoption strategies. You will play a pivotal role in aligning digital transformation initiatives with the Ministry s objectives, ensuring seamless and differentiated experiences for internal and external stakeholders.<br><b>Main Job Duties &amp; Responsibilities</b>:<br>Leading Digital Experience Strategy &amp; Transformation:<br>- Spearhead comprehensive customer experience strategies by defining customer personas, optimizing journeys, and driving transformation initiatives to deliver innovative, seamless experiences.<br>Overseeing Customer Experience Design:<br>- Lead the creation of intuitive, accessible, and impactful user journeys that enhance satisfaction, engagement, and usability across all platforms.<br>Driving Digital Application Development:<br>- Oversee high-quality, scalable digital solutions, ensuring alignment with evolving needs while integrating emerging technologies to enhance operational efficiency.<br>Ensuring User Adoption &amp; Productivity:<br>- Drive change management strategies that foster user adoption, engagement, and satisfaction, collaborating with key stakeholders to deliver impactful results.<br><b>Skills</b><br>- 15+ years of experience in digital experience management, customer experience design, or digital transformation roles.<br>- 10+ years of experience in multi-team management and leadership roles.<br>- A bachelor s or master s degree in computer science, Information Technology, Business Administration or within a relevant field.<br>- Proven success leading digital transformation initiatives, including building systems or services from scratch or scaling them in dynamic environments such as startups.<br>- Proficiency in UI/UX principles, Agile methodologies, and customer-centric digital solutions.<br>- Expertise in emerging technologies like AI and blockchain, with experience in DevOps and CI/CD for scalable digital transformation.<br>- Strong experience in change management practices and driving user adoption.<br>- Technical acumen, especially in software development or software architectures.<br>- Excellent leadership, program management, and stakeholder alignment skills.<br>- Speaking, Reading &amp; Writing (English &amp; Arabic).<br>

Director - IT Digital Experience

Info Salons

<h1>Duties and responsibilities</h1>
<h2>Online Services and Solutions</h2>
<p><i>In brief: </i>Managing existing ISME internal products and staying up to date with the latest development including but not limited to upgrading and enhancing internal products / onboarding new tools to assist in user journey and experience</p>
<ul>
<li>Liaising with Clients on all pre-show requirements such as online registration pages and pre-show requirements (by Head of Department and team members) whilst ensuring day to day activities such as; Email broadcasts and templates, reporting, print templates, requests on pre show badge productions, and other essential requirements are undertaken.</li>
<li>Ensuring that pre-show requirements are maintained according to the client (by Head of Department and team members).</li>
<li>Acting and providing supportive advice and expertise knowledge in online services and solutions to our clients and maintaining a high standard in customer service (by Head of Department and team members).</li>
<li>Maintaining show databases pre-show and ensuring flow of data and other marketing details are according to ISME and client standards (by Head of Department and team members).</li>
<li>Keeping up to date with industry knowledge on registration techniques.</li>
<li>Managing the different online products that Info Salons offers and continuous development strategies for these products.</li>
<li>Manage successful implementation of the online solutions/services at various shows. The main role is to assign an Online Experience manager/coordinator to setup and hold regular meetings (or virtual sessions) with our main clients and to manage the online delivery, supported by ISME staff members.</li>
<li>Coordinate with various team members and departments to ensure all client deliverables are met (whether it may be IT work or Online Experience deliverables etc.)</li>
</ul>
<h2>Department Management</h2>
<p><i>In brief: </i>Managing the Online Experiences Department in an efficient way and makes sure that all documentation and reports are documented orderly and up to date including but not limited to creating processes, checklists &amp; working instructions for the department and cross departments.</p>
<ul>
<li>Ensuring the department is in line and aware with contracted events via ISME sales tools, and always maintaining accuracy in services delivered / added to IMS.</li>
<li>Service request managing access of ISME Online services and solutions outlined above to support clients as well as organizational operations.</li>
<li>Develop and organize customer service, implementing standardized procedures that support and contribute to increased revenue, client satisfaction and department efficiency.</li>
<li>Develop and implement strategies and targets, implementing standardized procedures that contribute to increased department efficiency.</li>
<li>Process improvement in operations initiatives and coordinate with external clients, suppliers and internal staff.</li>
<li>Represent Online Experiences on various strategic meetings including IT development and systems operations testing-analysis.</li>
<li>Undertake mid and end of year review whilst aligning the team with department KPI s and goals.</li>
<li>Build relationships with organisers and onboard them with ISME standards in customer experience and journey.</li>
</ul>
<h2>Project management</h2>
<p><i>In brief: </i>Some projects may be tasked and potentially outsourced. Project management involves the coordination and steering of these projects and reporting back to the clients / organisers and in some instances the Managing Director.</p>
<ul>
<li>Provide leadership to direct reports including reviews, project management functions and training and development initiatives.</li>
<li>Delegate effectively and supervise task execution of all aspects of project management.</li>
<li>Provide project management and expertise on improvement programs.</li>
<li>Ensure that the project aligns with the department KPI s and goals.</li>
</ul>
<h2>General</h2>
<p>Draft a department report on a monthly basis (report template provided) that outlines the departments performance on various aspects:</p>
<ul>
<li>Online Registration pages</li>
<li>Team performance</li>
<li>Technologies and developments</li>
<li>Roadmap of products and new technologies</li>
</ul>

Head of Online Experience

Marriott International

<div><b>Additional Information</b><br>
<b>Job Number</b>25180968<br>
<b>Job Category</b>Sales &amp; Marketing<br>
<b>Location</b>Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States, 20814<br>
<b>Schedule</b>Full Time<br>
<b>Located Remotely?</b>Y<br>
<b>Position Type</b> Management<br>
<b>Pay Range:</b> $141,600-$214,500 annually<br>
<b>Bonus Eligible:</b> Y<br>
<b>Stock Package:</b> Y<br>
<b>Expiration Date:</b> 11/13/2025<p></p><div><p><b>
JOB SUMMARY</b></p><p>
The Senior Director, End-to-End Experience Design &amp; Innovation will lead projects focused on identifying, creating, and testing future state experiences that ultimately lead to long-term business expansion and growth. They will lead cross-functional teams, mentor junior talent and serve as a key partner and experience design advisor for other disciplines throughout the organization, with an emphasis on Brand. They will need to be comfortable working throughout the entire experience design and innovation lifecycle, beginning with external and internal consumer and stakeholder research, and then evolving to insight generation and synthesis, business strategies and experience design, concept development (visual, physical, brand development), consumer testing and validation, and ultimately a point of view and recommendation for the organization. The Senior Director will collaborate across disciplines to deliver outstanding customer experiences and will drive a culture of innovation and customer-first mindset.</p><p></p><p><b><br>
CANDIDATE PROFILE</b></p><p><b>
Education and Experience</b></p><p><b><i>
Required</i></b></p><ul>
<li>Bachelor&rsquo;s degree from an accredited college or university</li>
<li>Ten or more years&rsquo; relevant professional experience in customer experience design, brand strategy, design thinking, trends and innovation, or related function, demonstrating progressive career growth and patterns of exceptional performance</li>
<li>Demonstrated ability in customer experience design, design thinking, innovation, brand and product development, and/or journey mapping</li></ul><p><b><i>
Preferred</i></b></p><ul>
<li>MBA</li>
<li>Past experience leading the design, development, and delivery of complex stakeholder experiences, using design thinking, creativity, and expert communication skills, to deliver powerful, results-oriented meetings and workshops</li>
<li>Strategy and/or innovation consulting experience</li></ul><p><b>
CORE WORK ACTIVITIES</b></p><ul>
<li>Prioritize and lead strategic initiatives that drive overall growth as well as elevate the customer experience, satisfaction, retention, and lifetime value.</li>
<li>Develop concepts, build prototypes, test with consumers, and understand opportunities to scale.</li>
<li>Lead customer journey mapping, education, and elevation through experience design.</li>
<li>Track consumer macro trends and evaluate how they may impact the industry or the company.</li>
<li>Explore and make informed recommendations to leadership on new ways to improve the overall customer experience and engagement.</li>
<li>Advance the culture of innovation across the company.</li>
<li>Analyze information and evaluate results to select the best solution and solve problems.</li>
<li>Think creatively and practically to develop, execute and implement new plans or programs.</li>
<li>Develop and implement tailored E2E experience design strategies utilizing quantitative and qualitative methodologies considering customer feedback, maps, personas, user research, technical constraints, and opportunities to create end to end experience design concepts that support business and consumer objectives.</li>
<li>Cultivate cross-discipline relationships and collaborate with other teams at MI including Global Design, Partnerships, and Digital to deliver outstanding customer experiences.</li>
<li>Communicate design ideas and prototypes clearly and persuasively to a variety of audiences.</li></ul><p></p><p><i><br>
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.</i></p><p></p><div>
All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.</div><div><br>
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</div><div>Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance.</div><div><br>
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</div><div><b>Washington Applicants Only</b>: Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually.</div><div><br>
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</div><div>Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.</div><p></p><p>
Marriott International is the world&rsquo;s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. <b>Be</b> where you can do your best work, <b>begin</b> your purpose, <b>belong</b> to an amazing global team, and <b>become</b> the best version of you.</p></div></div>

Senior Director, Experience Design and Innovation

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