Director, E2E Experience Design & Innovation

JOB SUMMARY

The Director, End-to-End Experience Design & Innovation role will lead customer journey management, experience design, and innovation. The role will utilize customer insights and data to identify gaps and opportunities in the end-to-end customer journey and will partner with discipline and project leaders to infuse design thinking and innovation when making changes and improvements to the overall customer experience. The Director will be responsible for hands-on strategy formulation, sprint design and facilitation, journey and concept design, research, and partnering on implementation to deliver outstanding customer experiences and drive a culture of innovation and customer-first mindset.

CANDIDATE PROFILE

Education and Experience

Required

• Bachelor's degree from an accredited college or university
• Eight 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
• Business Design
• Consumer Research
• Operations experience
• Project Management
• 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

CORE WORK ACTIVITIES

• Build customer empathy in business partners and advocate for our customers at all times.
• Prioritize and lead strategic initiatives that drive overall growth as well as elevate the customer experience, satisfaction, retention, and lifetime value.
• Communicate the initiative and products to others through customer journeys, prototypes, wireframes, and other materials.
• Conduct consumer studies and present findings that will inform improvements in the customer experience.
• Lead findings analysis in a collaborative manner that engages and inspires the stakeholders
• Establish research methods and strategies in partnership with market research team.
• Discover customer and business needs through inquiries and research and identify solutions to meet those needs.
• Track consumer macro trends and evaluate how they may impact the industry or the company.
• 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.

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.

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.

Washington Applicants Only: 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.

Marriott Headquarters (HQ) supports a hybrid work environment that helps associates Be Connected. HQ based roles are generally hybrid and require regular in-office presence at the assigned location, including for candidates who live within commuting distance of HQ for a role listed as remote. Remote roles will be clearly identified in the job posting.