Senior Director of Guest Experiences Innovation - Theme Parks

About the job

You Will Have The Opportunity To

• Define the future guest experience strategy across multiple attractions and destinations.
• Lead transformational initiatives that directly impact guest satisfaction, loyalty, and commercial performance.
• Partner with senior leaders across Operations, Technology, Guest Experience, Commercial, and Corporate functions.
• Champion innovation at the enterprise level.
• Drive meaningful change across a complex, high-profile organization.
• Build frameworks and operating models that create long-term competitive advantage.
• ***If you are passionate about designing experiences rather than simply managing operations, this role offers an exceptional platform to make a lasting impact.***

Enterprise Guest Experience Strategy

• Define and own the long-term vision for guest journey design and experience innovation across Miral Experiences.
• Establish strategic principles, frameworks, and governance models that guide guest experience development across the organization.
• Ensure guest journey strategies align with business objectives, operational capabilities, and brand ambitions.

Innovation & Transformation Leadership

• Identify emerging trends, technologies, and market opportunities that can enhance guest experiences.
• Champion a culture of experimentation, innovation, and continuous improvement.
• Lead enterprise-wide transformation initiatives that redefine how guests engage with Miral Experiences.

Guest Journey Excellence

• Shape and prioritize the guest experience roadmap across multiple assets and functions.
• Ensure experiences are guest-centric, scalable, operationally viable, and commercially sustainable.
• Sponsor major guest journey redesign projects linked to new attractions, upgrades, and strategic transformation programs.

Stakeholder Leadership

• Influence executive stakeholders to embrace guest-led decision-making.
• Drive alignment across operational, digital, commercial, and corporate teams.
• Establish clear accountability, governance, and performance ownership for experience transformation initiatives.

Data-Driven Innovation

• Leverage guest insights, operational data, market trends, and performance metrics to guide strategic decisions.
• Oversee guest journey measurement frameworks and ensure insights translate into meaningful action.
• Balance innovation ambition with measurable business outcomes and return on experience investment.

Qualifications

Essential Requirements

• Bachelor's degree in Business, Experience Design, Engineering, Technology, Strategy, or a related discipline.
• 8+ years of senior leadership experience across guest experience, innovation, transformation, operational excellence, or strategic functions.
• Experience within hospitality, entertainment, leisure, tourism, theme parks, aviation, luxury retail, or other guest-centric industries.
• Proven experience leading enterprise-level initiatives within complex, multi-stakeholder environments.
• Deep expertise in guest journey design and experience-led strategy.
• Demonstrated success in driving large-scale transformation and innovation programs.
• Strong stakeholder management, governance, and influencing capabilities.
• Excellent communication skills, executive presence, and strategic decision-making ability.

Preferred Qualifications

• Postgraduate qualification in Business Administration, Innovation, Service Design, Digital Transformation, or a related field.
• Formal certification in Design Thinking, Customer Experience, Innovation Management, or Change Leadership.
• Experience working across international and multicultural environments.
• Exposure to service design, human-centered design, or experiential brand development.
• Experience leveraging technology, analytics, and data-driven insights to improve guest journeys.
• Shape The Future With Us.
• At Miral Experiences, we don’t just create world-class destinations - we create unforgettable memories for our guests and remarkable careers for our people.
• From theme parks and attractions to guest services and behind-the-scenes roles, every member of our team plays a part in delivering exceptional experiences.
• We’re driven by passion, powered by innovation, and committed to excellence in everything we do.