Senior Manager, Experience Design
On-siteFort Lauderdale, Florida, United States
Job Summary
Translate product vision into tangible guest experiences by partnering with Voyage Experience teams to define key moments and create intuitive, differentiated journeys. Develop service models, interaction frameworks, and engagement strategies while leading concept refinement, prototyping, and pilot development efforts. Build cohesive experience flows that connect across touchpoints, influence physical product development, and evaluate how venue design impacts guest behavior. Drive continuous improvement by collaborating with Journey & Insights teams to translate behavioral insights into solutions and monitor emerging hospitality trends. This role requires 8–12+ years of experience in experience design, service design, or hospitality innovation, with a focus on translating strategy into operational reality.
Required Qualifications
- 8–12+ years of experience in experience design, service design, hospitality innovation, product development, customer experience, experience strategy, or related disciplines
- Proven success designing consumer-facing experiences, services, or hospitality products
- Experience developing concepts from strategy through implementation
- Experience collaborating with multidisciplinary teams and stakeholders
- Experience influencing complex projects without direct authority
- Exceptional experience design and service design capability
- Strong concept development and innovation skills
- Ability to translate strategy and insight into tangible guest experiences
- Strong systems-thinking mindset
- Deep understanding of how service, programming, and physical environments influence guest behavior
- Experience collaborating with architects, interior designers, or product development teams
- Strong facilitation, storytelling, and communication skills
- Ability to balance creativity with operational practicality
Desired Qualifications
- Service design and experience design consultancies
- Luxury hospitality brands
- Theme parks and immersive entertainment organizations
- Travel and leisure experience development
- Lifestyle and membership brands
- Product innovation teams
- Customer experience strategy organizations
- Experiential retail and destination development organizations
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