Senior Director, Experience Design and Innovation

JOB SUMMARY

The Senior Director, End-to-End Experience Design & 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.

CANDIDATE PROFILE

Education and Experience

Required

• Bachelor’s degree from an accredited college or university
• Ten or more years’ 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
• Demonstrated ability in customer experience design, design thinking, innovation, brand and product development, and/or journey mapping

Preferred

• MBA
• 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
• Strategy and/or innovation consulting experience

CORE WORK ACTIVITIES

• Prioritize and lead strategic initiatives that drive overall growth as well as elevate the customer experience, satisfaction, retention, and lifetime value.
• Develop concepts, build prototypes, test with consumers, and understand opportunities to scale.
• Lead customer journey mapping, education, and elevation through experience design.
• Track consumer macro trends and evaluate how they may impact the industry or the company.
• Explore and make informed recommendations to leadership on new ways to improve the overall customer experience and engagement.
• Advance the culture of innovation across the company.
• Analyze information and evaluate results to select the best solution and solve problems.
• Think creatively and practically to develop, execute and implement new plans or programs.
• 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.
• Cultivate cross-discipline relationships and collaborate with other teams at MI including Global Design, Partnerships, and Digital to deliver outstanding customer experiences.
• Communicate design ideas and prototypes clearly and persuasively to a variety of audiences.

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.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.