Senior Director, Experience Intelligence & Design

The Ritz Carlton Yacht Collection

• $150K — $180K *
Fort Lauderdale, FL 33311Hybrid
Hospitality & Recreation
Less than 5 years of experience
1 week ago
Job Overview by Ladders

Qualifications

  • 5-10 years of experience in guest experience management or related field
  • Strong analytical skills with a focus on guest behavior and experience insights
  • Proficiency in experience design methodologies and principles
  • Demonstrated leadership in managing multidisciplinary teams
  • Exceptional communication and collaboration skills at all organizational levels
  • Experience in conducting guest research and journey mapping techniques
  • Familiarity with performance measurement and feedback mechanisms

Responsibilities

  • Lead the organization’s Voice of Guest strategy to enhance experience intelligence.
  • Conduct thorough guest research to understand behaviors and expectations.
  • Develop systems to identify guest pain points and areas for enhancement.
  • Translate guest insights into innovative experience concepts and design solutions.
  • Oversee the entire experience architecture and manage design initiatives.
  • Connect various operational aspects into a cohesive guest experience model.
  • Foster a collaborative culture among multi-disciplinary teams including research and design.

Benefits

  • Opportunities for professional growth and career advancement
  • Collaborative and dynamic work environment
  • Access to cutting-edge tools and methodologies for experience design
  • Flexibility in work arrangements
  • Comprehensive health and wellness programs
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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