Senior Specialist - Destination Experience

Overview

Responsibilities

• Design and implement comprehensive destination experience strategies to improve guest satisfaction and engagement.
• Collaborate with various stakeholders including operations, marketing, and customer service teams to ensure a cohesive experience delivery.
• Analyze visitor feedback, data, and behavioral trends to identify opportunities for enhancing the guest journey.
• Lead the development of customer journey maps, touchpoint enhancements, and experience innovation projects.
• Monitor and assess the effectiveness of experience initiatives and recommend improvements based on insights.
• Coordinate with external partners and vendors to maintain high-quality service standards.
• Stay abreast of industry trends and best practices in destination experience management to drive continuous improvement.
• Develop training materials and programs to embed customer-centric culture across teams.

Requirements

• Bachelor’s degree in Hospitality, Business, Marketing, or a related field.
• Minimum of 5 years of experience in customer experience, destination management, or related roles.
• Strong analytical skills with the ability to interpret data and derive actionable insights.
• Excellent communication and stakeholder management skills.
• Proven track record in developing and implementing successful customer experience strategies.
• Ability to work collaboratively in a fast-paced, multidisciplinary environment.
• Passion for delivering exceptional guest experiences and innovation.
• Proficiency in customer experience management tools and software is a plus.

Benefits