Director – Associate Experience

Job Number 24124343

Job Category Sales & Marketing

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

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

JOB SUMMARY

The Director, Associate Experience is a key member of the Experience Design and Innovation team reporting to the Vice President, Experience Design Innovation – Associate Experience & Business Process. This position will be responsible for representing the voice of the Associate in headquarters initiatives. They will be responsible for designing and blueprinting end-to-end associate journeys with particular focus on areas where customer journey and associate journey intersect. This role will be responsible for leading improvement initiatives using human-centered and design thinking methodologies from concept to testing to execution.

The ideal candidate will have a deep understanding and empathy for the associate experience and have the ability to work in a cross-functional manner to integrate Associate experience into key initiatives. Experience working in the market – at a hotel and/or regional level – and ability to deeply empathize with the associate experience will be beneficial to successful execution of short- and long-term projects.

CANDIDATE PROFILE

Education and Experience

4-year degree from an accredited university in Business Administration, Hotel Management or related discipline

8 years of related working experience, including 3-5 years of experience working within a hotel, regional office, or in heavy partnership of in-market leaders

Experience in human centered research and design, concept creation and testing, and global cross functional implementation

OR

9 years’ experience in service design or a related function, demonstrated progressive career growth and patterns of exceptional performance

Strong portfolio showcasing a range of service design projects, including examples of user research, concept development, and implementation

Exceptional ability to simplify complex ideas into visually compelling service concepts

Excellent verbal and written communication skills, with the ability to adapt presentation style based on the audience.

Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity

CORE WORK ACTIVITIES

Associate Experience Design

Build empathy in business partners for on and above property associate experience.

Advocate for our associates at all times.

Communicate the initiative and products to others through associate journeys, prototypes, wireframes, and other materials.

Translate insight and strategy into concepts and communicate the vision.

Conduct associate-focused research (e.g., observations, focus groups, surveys) and present findings that inform improvements in the associate experience.

Support synthesis and analysis of associate research in a collaborative manner that engages and inspires stakeholders.

Discover customer and business needs through inquiries and research and identify solutions to meet those needs.

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.

Additional Responsibilities

Contribute to a team environment that encourages collaboration and teamwork

Manage time effectively and conduct activities in an organized manner

Present ideas, expectations, and information in a concise, organized manner

Manage group or interpersonal conflict

Perform other reasonable duties as assigned by manager

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 is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.