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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.


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