Director, CX Design - New Products + Services (Bethesda, MD)
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Director, CX Design - New Products + Services (Bethesda, MD)

Marriott International HQ

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Director, CX Design - New Products + Services (Bethesda, MD)

About the job

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed.  We believe a great career is a journey of discovery and exploration.  So, we ask, where will your journey take you?

JOB SUMMARY
 

The Director, Customer Experience Design is part of a team focused on enterprise opportunities that impact the customer experience across multiple touchpoints and/or multiple channels (online and offline). Our goal is to identify aspirational state customer experiences and close the gap from the current state.

 

This position will lead experience design for new products and services.  They will be responsible for improvement initiatives using human-centered, design thinking methodologies. This is a role focused on holistic experience design from concept to production.

 

In addition, this role will work in partnership with complementary products and services such as Homes and Villas, Retail, F+B, Car Rental, Financial Products, Spa + Golf, and other activities, by defining when and how these products are presented as part of the end-to-end journey.  This role requires hands-on strategy formulation, sprint design and facilitation, journey and concept design, qualitative research and partnering with other functions on implementation.

 

Throughout all the work, this individual will build customer empathy in business partners and advocate for our customers at all times.

 

CANDIDATE PROFILE

 
Education and Experience
  • 8+ years’ experience in customer experience design or related fields, demonstrating progressive career growth and a pattern of exceptional performance AND
  • 4-year degree from an accredited university in Business Administration, Hospitality Management, or related major                                                                                 OR
  • 10+ years’ experience in customer experience design or a related function, demonstrating progressive career growth and patterns of exceptional performance
  • Experience managing and defining transformational strategies for business units.
  • Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity.
 
 

CORE WORK ACTIVITIES

 

Customer Experience Design

· Stay up to date on consumer trends, how they impact our business and what potential opportunities they present .

·Translate insight and strategy into concepts and communicate the vision .

·Conduct consumer studies in partnership with research team and present findings that will inform improvements in the customer experience.

·Lead findings analysis in a collaborative manner that engages and inspires the stakeholders

·Discover customer and business needs through inquiries and research and identify solutions to meet those needs.

·Transform ideas into intuitive, accessible and easy-to-use designs through the entire experience lifecycle.

·Execute visual, information, interaction, and service design elements of the initiative that meet business and customer needs.

·Communicate the initiative and products to others through customer journeys, prototypes, wireframes, and other materials.

·Use storytelling to share discoveries, influence business partners and create energy around an idea or an initiative. Bring to life the needs, behaviors and motivations of the customers for whom we're designing.

·Pitch concepts in a clear, concise and compelling way to obtain support.

 

Managing Projects and Priorities


·Functions as a strategic senior experience design expert within the department.

·Champions leaders’ vision for product and service delivery.

·Develops specific goals and plans to prioritize, organize, and accomplish work.

·Makes and executes the necessary decisions to keep moving forward toward achievement of goals.

·Provides direction and assistance to other teams regarding projects.

·Determines priorities, schedules, plans and necessary resources to promote completion of any projects on schedule.

·Analyzes information and evaluates results to choose the best solution and solve problems.

·Reviews vendor proposals and selects appropriate vendor for services, technologies.

·Thinks creatively and practically to develop, execute and implement new project plans.

·Generates and provides accurate and timely results in the form of reports, presentations, etc.

 

Delivering on the Needs of Key Stakeholders


·Understands and meets the needs of key stakeholders.

·Connects the consumer needs¬¬ to the business / other stakeholder needs

·Communicates concepts in a clear and persuasive manner that is easy to understand.

·Demonstrates an understanding of business priorities.

·Supports achievement of performance goals, budget goals, team goals, etc.

 

Providing Technical Support and Consultation


·Provides expertise and leadership within own and other teams.

·Provides recommendations to improve the effectiveness of processes and programs.

·Demonstrates advanced knowledge of job-relevant issues, products, systems, and processes.

·Demonstrates advanced knowledge of customer experience design, innovation, and design thinking.

·Applies knowledge/judgment to achieve business goals.

·Foresees, identifies and resolves problems.

·Keeps up-to-date technically and applies new knowledge to job.

·Performs other reasonable duties as required for this position.


Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.
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Director, CX Design - New Products + Services (Bethesda, MD)

Bethesda, MD, United States

Full-time, Indefinite

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