Marriott International

Director, E2E Experience Design & Innovation

Marriott International$135K — $160K *
Business Services
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree from an accredited college or university.
  • Eight or more years of experience in customer experience design, brand strategy, or related fields.
  • Proven ability in design thinking, innovation, and journey mapping.
  • Experience in leading design and delivery of complex stakeholder experiences.
  • Strong communication skills with a history of exceptional performance.

Responsibilities

  • Build customer empathy within business teams and advocate for customer needs.
  • Lead strategic initiatives to enhance growth and customer retention.
  • Communicate product initiatives using customer journeys and prototypes.
  • Conduct consumer studies and present insights for experience improvements.
  • Collaborate with stakeholders to analyze findings and inspire action.
  • Establish research methods with the market research team.
  • Identify customer and business needs through research inquiries.
  • Track consumer macro trends and assess their impact on the industry.
  • Advance the culture of innovation throughout the organization.
  • Analyze data to identify the best solutions and develop plans.

Benefits

  • Opportunity to lead innovative customer experience projects.
  • Access to collaborative cross-discipline working environment.
  • Professional development and growth prospects in customer strategy.
  • Engagement with cutting-edge market research techniques.
  • Involvement in shaping a customer-first culture within the company.
Full Job Description
Job Description

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.

About Marriott International

Marriott International is a hospitality company with more than 3,900 properties around the world. Marriot International opened its first hotel in 1957 and operates franchises worldwide. The company’s headquarters is based in Maryland and employees nearly 200,000 people worldwide.   The company was founded by J. Willard and Alice Marriott in 1927 by opening a root beer stand in Washington D.C.

Marriott International Careers

Join the vibrant team at Marriott International, the global leader in hospitality, where career opportunities abound and the potential for growth is limitless. As part of our commitment to innovation and leadership in the industry, we are continuously seeking passionate, creative, and driven individuals to join our diverse team. Work You’ll Do At Marriott International, you will be part of a culture that values diversity, leadership, and professional development. Engage in meaningful work that enhances the travel experience of each guest while fostering a positive environment where all team members can thrive. Our team at Marriott International leads the way in delivering exceptional service and innovative hospitality solutions. With a variety of job opportunities ranging from front-line roles to executive positions, you can find the perfect match for your skills and career ambitions. Marriott International’s commitment to growth and innovation means we are always on the lookout for dynamic professionals to join our team. Whether you are seeking your first job, looking for a challenging leadership role, or aiming to specialize in hospitality management, Marriott offers unparalleled employment opportunities. Internship and Training Programs Kickstart your career with Marriott International’s internship programs. These opportunities provide invaluable industry experience and a chance to develop essential skills in a real-world setting. Interns at Marriott are treated as integral members of the team and are involved in projects that make a tangible impact on the company. In addition to internships, we offer comprehensive diversity training and professional development programs that prepare you for future leadership roles within the company. Our training programs are designed to enhance your capabilities and ensure you are equipped to meet the challenges of the evolving hospitality landscape. Benefits and Career Growth Marriott International believes in rewarding our employees for their dedication and hard work. We offer a competitive benefits package that includes health, vision, and dental insurance, employee discounts, and more. Moreover, we are committed to the professional growth of our employees. Career advancement at Marriott is not just a possibility—it is a priority. Join Our Team Explore the wide range of job opportunities at Marriott International. We are hiring across various departments, including management, customer service, culinary arts, and more. Bring your unique skills and perspective to our team, and help us continue to innovate and lead in the hospitality industry. Networking and Professional Development Stay connected and advance your career through Marriott’s extensive networking opportunities. Our professional community is designed to foster connections that can lead to career advancement and personal growth. Engage with leaders, gain industry insights, and build relationships that will support your career aspirations. Apply Now Ready to take the next step in your career? Search open positions that match your skills and interests on the Marriott Careers page. We look for individuals who are curious, team-oriented, and committed to excellence. Prepare your resume, sharpen your interview skills, and join one of the most respected names in the global hospitality industry. Stay Up to Date Keep informed with the latest career tips, company news, and industry insights from Marriott International. Join our community and discover how you can contribute to the world of hospitality and beyond. Explore job opportunities, embrace professional growth, and become part of a company that values innovation and leadership. At Marriott International, your career journey is just beginning.
Learn more about Marriott International
Size
120,000 employees
Market Cap
$46.5 billion
Industry
Net Income
-$267 million
Founded
1927
5 Year Trend
-2.1%
Revenue
$10.5 billion
NASDAQ

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