Marriott Director, Experience Research + Design in Topeka, Kansas
Job Number 23034716
Job Category Sales & Marketing
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States
Located Remotely? Y
Position Type Management
The Director of Experience Research & Design 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 be responsible for crafting innovative, hands-on qualitative consumer and analogous research approaches that support key projects at various stages, including exploratory, concept co-creation, concept validation and in-market phases. This leader should be experienced in conducting intercepts, ethnographies, interviews and observational forms of research. They will work closely with members of the Experience Design team across Customer Experience, Associate Experience & Innovation pillars to design human-centered research approaches that help inform and validate consumer or associate desirability and effectiveness across new or existing customer or associate journeys. The ideal leader is comfortable knowing when to instill quicker turn solutions and when to leverage more thoughtful and longer term research approaches, and is an expert in designing research approaches that are bespoke to a projects’ need and highly human-centered. They are not afraid to think outside of the box, and can help teams connect the dots in unexpected ways, whether it is researching experiences deeply within one of our Marriott brands, or exploring possibilities inspired by analogous brand or industry experiences. This leader will also stretch to support concept development and trend research throughout the year and for key projects and initiatives, so should be comfortable exercising creative and strategic muscles in addition to core role.
The ideal candidate is an excellent collaborator and communicator. They are strong at communicating research approaches upfront to gain input, traction and support, as well as delivering insights in a clear and inspirational manner at key stages of project delivery. This leader is comfortable leading work both independently and also collaborating with others – both internal and external partners.
Education and Experience Required
- 6+ years’ experience in experience design research, insights or a related function, demonstrating progressive career growth and a pattern of exceptional performance AND
4-year degree from an accredited university in Business Administration, Anthropology / Sociology, 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 shaping transformational strategies, new ventures or innovations for business units and brands
Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity.
CORE WORK ACTIVITIES
Experience Design Research
Use human-centered experience research methodologies to discover unmet consumer or associate needs, co-create new experiences or products, validate new concepts or offerings and uncover in-market feedback to fuel iterations.
Design analogous market and brand research experiences that can inform and inspire new lines of thinking for key projects.
Create personas that inspire empathetic product and experience design and strategic positioning.
Develop emotional & behavioral customer journey maps, moments that matter and points of differentiation.
Build customer empathy in business partners.
Advocate for our customers at all times.
Present findings that will inspire new thinking & inform now, next & future improvements in the customer experience with experience design team and broader stakeholders.
Lead findings analysis in a collaborative manner that engages and inspires the stakeholders.
Establish research methods and strategies in partnership with market research team.
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 experience design & innovation.
Makes and executes the necessary decisions to keep moving forward toward achievement of goals.
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.
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.
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.
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.
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?