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Marriott Director, Experience Design + Innovation in Boston, Massachusetts

Job Number 23034713

Job Category Sales & Marketing

Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States

Schedule Full-Time

Located Remotely? Y

Relocation? N

Position Type Management


The Director, Experience Design & Innovation is an integral leader within the broader Experience Design & Innovation team, focused on designing the future of travel and hospitality experiences. New experiences range from exploring new audiences, creating new business models and exploring greater ways that our brands can extend. Our team works in a human-centered meets business strategy fashion, where we are highly focused on delivering work that meets the intersection of desirability, viability and feasibility, creating new avenues of growth for Marriott International.

This leader will report to the VP, Customer Experience Design & Innovation, and will be responsible for looking ahead at shifts in consumer and industry landscape and using a mix of human-centered design and early-stage product/market fit methodologies to design business strategies that showcase where Marriott can grow, where we have a right to win, and what the impact could be to our customers and portfolio. This leader will truly need to demonstrate strong left-brain/right-brain tendencies through creative business design that can spark new concepts, thinking and approaches. In addition to innovation priorities, this leader is also comfortable supporting nearer-term customer experience design and journey work with key partners (e.g. associate experience, brand, transformation office, operations, etc.) in the organization as needed, to help maximize amazing guest experiences in moments that matter.

This leader will work closely with members of the Experience Design & Innovation team, which includes a multi-disciplinary group of designers, strategists, researchers and change management individuals across Customer Experience, Associate Experience & Innovation pillars. There will need to be strong moments of collaboration within this team, as well as moments of independence – the ideal leaders will understand how to navigate both. They will also need to bring a strong understanding of how to understand desirability through human-centered techniques, assess a market or innovation space potential, how to move projects forward from idea to delivery (proof of concepts, experimentation), and to work with partners when programs have opportunities for scale. The ideal candidate is not afraid to think outside of the box and can help teams and partners connect the dots in unexpected ways. They are also resourceful inside and outside of Marriott’s organization, leveraging internal or industry experts or other connections, to infuse insights at key stages of work.


Education and Experience Required

  • 8+ years’ experience in innovation, corporate or brand strategy, management consulting, customer experience design or a related function, demonstrating progressive career growth and a pattern of exceptional performance

  • 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.

Education and Experience Preferred

  • MBA


Customer Experience Design

  • Build customer empathy in business partners.

  • Advocate for our customers always.

  • Identify unmet customer needs and translate into insight and strategy that aligns to desirability, viability, and feasibility.

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

  • Conduct consumer studies and present findings that will inform improvements in the customer experience.

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

  • 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.

  • Be comfortable recommending projects or workstreams that should be paused.

Managing Projects and Priorities

  • Functions as a strategic senior technical expert within the department.

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

  • Champions leaders’ vision for product and service delivery.

  • 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/hardware.

  • 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.

  • Plans, develops, implements, and evaluates the quality of operations.

Delivering on the Needs of Key Stakeholders

  • Understands and meets the needs of key stakeholders.

  • 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 technical expertise and technical 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 function-specific procedures.

  • 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.

California Applicants Only: The salary range for this position is $107,850.00 to $239,250.00 annually.

Colorado Applicants Only: The salary range for this position is $107,850.00 to $217,498.00 annually.

New York City & Westchester County, NY Applicants Only: The salary range for this position is $130,500.00 to $239,250.00 annually.

Washington Applicants Only: The salary range for this position is $107,850.00 to $239,250.00 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus and restricted stock units/stock grants. Employees will accrue 0.4616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.

All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law. Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law

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?