8-12+ years in experience design or related fields
Proven success in designing consumer-facing services or products
Experience from concept development through to implementation
Collaborative experience with multidisciplinary teams
Ability to influence projects without direct authority
Responsibilities
Translate product vision into meaningful guest experiences
Lead the design and development of guest experience concepts
Develop service models and interaction frameworks
Create cohesive experience flows across guest touchpoints
Evaluate how physical design enhances guest engagement
Identify and address friction points in the guest experience
Monitor trends for innovation opportunities
Benefits
Opportunity to work with multidisciplinary teams
Engagement in cutting-edge experience design
Chance to influence physical product development
Innovative work environment with continuous improvement culture
Full Job Description
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
8-12+ 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
