Senior Director, Experience Intelligence & Design

The Ritz Carlton Yacht Collection

• $130K — $180K *
Fort Lauderdale, FL 33311In-Person
Hospitality & Recreation
Less than 5 years of experience
1 week ago
Job Overview by Ladders

Qualifications

  • 5-7 years of experience in guest experience strategy or a related field.
  • Strong understanding of research methodologies and guest insights generation.
  • Proven ability to lead cross-functional teams and projects.
  • Experience in designing service models and experience concepts.
  • Demonstrated ability to analyze and translate research into actionable insights.

Responsibilities

  • Establish and implement the organization's Voice of Guest strategy.
  • Lead comprehensive guest research and observational studies.
  • Develop systems for identifying friction points and improvement opportunities.
  • Ensure guest insights influence product development and business decisions.
  • Foster collaboration among various teams to enhance guest experience.
  • Lead multidisciplinary teams to drive insights and experience design.
  • Serve as a strategic advisor on guest experience to senior leadership.

Benefits

  • Opportunities for professional growth and career advancement.
  • Access to innovative tools and methodologies in guest experience.
  • Collaborative and inclusive work culture with multidisciplinary teams.
  • Impactful role shaping future guest experiences within the organization.
Full Job Description
  • Establish and lead the organization's Voice of Guest strategy and experience intelligence capabilities.
  • Define how guest behavior, needs, expectations, and perceptions are researched and understood throughout the voyage.
  • Lead guest research, observational studies, journey management, experience audits, and insight generation.
  • Develop systems for identifying guest friction, unmet needs, emerging trends, and opportunities for experience enhancement.
  • Ensure guest insights inform strategic decisions, prioritization, product development, and experience investments.
  • Establish experience design methodologies, principles, standards, and governance.
  • Translate research and guest insights into differentiated experience concepts, service models, and design solutions.
  • Oversee experience architecture, service design, concept development, experimentation, and innovation initiatives.
  • Maintain quality, consistency, and alignment across experience development efforts.
  • Connect research, journey management, concept development, and performance measurement into a unified operating model.
  • Establish feedback mechanisms that support continuous learning and experience improvement.
  • Lead pilots, experimentation, concept testing, and refinement activities.
  • Lead, coach, and develop multidisciplinary Journey & Insights and Experience Design teams.
  • Foster collaboration among researchers, designers, operational leaders, product teams, Marketing, and Commercial partners.
  • Build organizational understanding of guest behavior, experience quality, and guest-centered design.
  • Partner with Voyage Experience to shape future product and experience direction.
  • Partner with Intake & Integration to identify, evaluate, and prioritize experience opportunities.
  • Partner with Operations to assess the difference between designed and delivered experiences.
  • Ensure Marketing and Commercial teams maintain a consistent understanding of guest needs and expectations.
  • Serve as a trusted advisor to executive leadership on guest experience strategy, innovation, and performance.
  • Champion guest-centered decision-making and elevate experience intelligence and design as strategic organizational capabilities.
* Ladders Estimates

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