Senior Director, Experience Intelligence & Design

The Ritz-Carlton Yacht Collection

Embark on an extraordinary journey with the Ritz-Carlton Yacht Collection, an exquisite extension of the renowned Ritz-Carlton brand, dedicated to redefining ultra-luxury hospitality at sea.

The Employee Promise

At The Ritz-Carlton, our Ladies & Gentlemen are the most important resource in our service commitment to each other and our guests. By applying the principles of trust, honesty, respect, integrity, and commitment, we empower and nurture talent to the benefit of each individual and the company. The Ritz-Carlton fosters a culture where all are valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.

Job Responsibilities

• Establish and lead the organization’s Voice of Guest strategy and experience intelligence capabilities.
• Define how guest behavior, needs, expectations, and perceptions are researched and understood throughout the voyage.
• Lead guest research, observational studies, journey management, experience audits, and insight generation.
• Develop systems for identifying guest friction, unmet needs, emerging trends, and opportunities for experience enhancement.
• Ensure guest insights inform strategic decisions, prioritization, product development, and experience investments.
• Establish experience design methodologies, principles, standards, and governance.
• Translate research and guest insights into differentiated experience concepts, service models, and design solutions.
• Maintain quality, consistency, and alignment across experience development efforts.
• Connect research, journey management, concept development, and performance measurement into a unified operating model.
• Establish feedback mechanisms that support continuous learning and experience improvement.
• Lead pilots, experimentation, concept testing, and refinement activities.
• Lead, coach, and develop multidisciplinary Journey & Insights and Experience Design teams.
• Foster collaboration among researchers, designers, operational leaders, product teams, Marketing, and Commercial partners.
• Build organizational understanding of guest behavior, experience quality, and guest-centered design.
• Partner with Voyage Experience to shape future product and experience direction.
• Partner with Intake & Integration to identify, evaluate, and prioritize experience opportunities.
• Partner with Operations to assess the difference between designed and delivered experiences.
• Serve as a trusted advisor to executive leadership on guest experience strategy, innovation, and performance.
• Champion guest-centered decision-making and elevate experience intelligence and design as strategic organizational capabilities.

Qualifications

Preferred Qualifications:

• Experience in hospitality, customer experience, or related fields.
• Strong analytical skills and ability to interpret data.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Passion for creating exceptional guest experiences.