What You'll Do
Translate Product Vision into Experiences
- Partner with Voyage Experience teams to transform voyage vision, experience intent, and product strategy into tangible guest experiences.
- Define how guests should experience key moments across the journey.
- Create experiences that are intuitive, differentiated, and aligned to desired guest outcomes.
- Ensure individual experiences work together as part of a cohesive voyage.
Lead Experience Design & Concept Development
- Develop guest experience concepts.
- Create service models, interaction frameworks, experience requirements, and engagement strategies.
- Design signature moments and differentiated experiences that strengthen the overall product.
- Lead concept refinement, prototyping, and pilot development efforts.
Build Experience Architecture
- Develop guest experience flows.
- Identify opportunities to improve engagement and reduce friction.
- Define how experiences connect across touchpoints and moments.
- Establish experience frameworks and standards that support consistency and quality.
Influence Physical Product Development
- Partner with newbuild on physical design initiatives.
- Evaluate how physical environments influence guest behavior, engagement, and experience quality.
- Identify opportunities where venue design, guest flow, activation opportunities, and environmental design can strengthen experience outcomes.
- Ensure physical spaces, programming, and service models function as a cohesive experience ecosystem.
Drive Innovation & Continuous Improvement
- Collaborate with Journey & Insights teams to identify opportunity areas.
- Translate guest needs and behavioral insights into experience solutions.
- Support pilot programs and concept testing initiatives.
- Monitor emerging hospitality, travel, entertainment, and lifestyle trends to identify future opportunities.
Success Looks Like
- Product vision is consistently translated into meaningful guest experiences.
- Experiences feel intentionally designed rather than operationally assembled.
- Service models, programming, and physical environments work together seamlessly.
- New concepts strengthen differentiation and guest engagement.
- Friction points are systematically identified and addressed.
- Experience standards create consistency while preserving creativity and innovation.
- Physical design decisions increasingly support intended guest behaviors and outcomes.
What We're Looking For
Experience
- 8 612+ years of experience in experience design, service design, hospitality innovation, product development, customer experience, experience strategy, or related disciplines.
- Proven success designing consumer-facing experiences, services, or hospitality products.
- Experience developing concepts from strategy through implementation.
- Experience collaborating with multidisciplinary teams and stakeholders.
- Experience influencing complex projects without direct authority.
Skills & Capabilities
- Exceptional experience design and service design capability.
- Strong concept development and innovation skills.
- Ability to translate strategy and insight into tangible guest experiences.
- Strong systems-thinking mindset.
- Deep understanding of how service, programming, and physical environments influence guest behavior.
- Experience collaborating with architects, interior designers, or product development teams.
- Strong facilitation, storytelling, and communication skills.
- Ability to balance creativity with operational practicality.
Ideal Backgrounds
- Service design and experience design consultancies
- Luxury hospitality brands
- Theme parks and immersive entertainment organizations
- Travel and leisure experience development
- Lifestyle and membership brands
- Product innovation teams
- Customer experience strategy organizations
- Experiential retail and destination development organizations
