Digital Customer Experience (DX)

JOB SUMMARY

As a member of the Digital Guest Experience Product leadership team, the Senior Director, Digital Guest Experience, On-Property Digital will lead the digital evolution of Marriott’s Hotel & Property experience globally. This means setting strategy, defining requirements, and managing build-out of mobile & digital guest services platforms, products, & features for customers across: Marriott mobile apps; Marriott.com; Reservation & Arrival correspondence via Email, Contact Centers, and/or Property; Digital Assistants; Hotel/Property wi-fi; Hotel/Property shuttles; Hotel/Property Public Spaces & Lobbies; Hotel/Property Amenities (Restaurant / Bar / Club, Fitness Center, Spa, Golf, Pool, Beach, Resort Activities & Amenities, etc.), In-room TV, Guestroom Controls, and other On-Property digital sites. This individual will lead a team of accomplished product managers & product owners to digitize the customer journey for customers planning, arriving and/or subsequently enjoying experiences within and across Marriott’s global portfolio of properties, amenities, and activities.

This role will play a pivotal role in translating Marriott’s digital transformation into world-class customer experiences for customers going onto Marriott properties across its global portfolio; in order to achieve Global Digital objectives and deliver world-class customer experiences, this individual will need to work collaboratively across several Marriott departments who also impact or deliver on the customer experience (Digital, Global Operations, IT, Loyalty, Hotel Brands, Revenue Management & Distribution, Marketing, Customer Service/CEC, Customer Experience, and others). Additionally, success in this role requires strong leadership & strategic skills coupled with an astute understanding of consumer digital platforms & solutions, guest service operations & service design, customer satisfaction strategy & management, as well as Marriott technology platforms & infrastructure supporting the enterprise and respective properties. This role is global in scope and also interfaces with Marriott’s global regions (Americas, Europe, Middle East & Africa, Asia Pacific, China, Caribbean & Latin America).

Education and Experience

Required:

• • 10+ years Mobile / Digital experience, with 7+ years Product Management experience; portion of that experience leading or managing Mobile Services & Solutions for Service Experiences such as Retail, Hospitality, Entertainment/Amusement, and/or Digital Marketplaces
  • Direct management of complex budgets in excess of $5M+
  • Demonstrated ability to lead, influence, and collaborate effectively in a matrix-managed environment, with multiple complementary groups
  • Entrepreneurial, startup attitude in a big company setting, self-starter who takes initiative in an ambiguous environment to generate momentum & positive business outcomes
  • Undergraduate degree or equivalent experience/certification

Preferred:

• • Ideal candidate will have direct experience and fluency with the broader Consumer Mobile / Digital landscape as well as Cloud-based Enterprise platforms, solutions, and technologies (e.g. Apple, Google, Facebook, TenCent/WeChat, Alibaba, Salesforce, Adobe, Oracle, Amazon, IBM, others)
  • Ideal candidate will have some experience in travel & tourism industry or a retail environment, particularly hospitality, hotel management, food & beverage, entertainment & amusement, and related “front-of-house” guest service operations
  • Ideal candidate will have a technical background, in product development / engineering as well as experience working in/around guest service environments
  • Ideal candidate will be familiar with and have worked in a scaled agile development environment, SAFe and variants
  • Ideal candidate will be familiar with Adobe Analytics / Omniture and mobile analytics to support data-driven product and feature measurement, performance, and iteration

CORE WORK ACTIVITIES

Define and refine the Property Digital Experience Roadmap

• • Create an integrated vision that elevates the property digital experience as well as the customer-associate service interaction for hotel rooms, restaraunts & bars, spa, golf, fitness centers, and other activities & amenities, leading to higher levels of digital engagement, customer satisfaction and associate service impact at properties globally
  • Develop and drive a multi-year roadmap for Property Digital Experience in partnership with Global Operations, IT, Hotel Brands, Customer Experience, and others that materially improves the customer experience and value proposition for Marriott’s global portfolio of properties, amenities, and experiences
  • As part of the business case, analyze and define Key Peformance Indicators (KPIs) that measure success for driving vision & strategy
  • Perform due diligence and quantification of the necessary investments to secure support & funding from across the company

Lead the Property Digital Product Team in executing the Property Digital Experience Roadmap:

• Lead vision-setting, strategy, and definition of the Property Digital Experience plaforms, products, and features
• Work actively across the company and key Global Departments (Digital, Global Operations, IT, Hotel Brands, Customer Experience, Global Regions, Loyalty, Global Marketing, Customer Service/CEC, etc.) to:
  • Validate, refine, orchestrate, and fulfill the 3-year roadmap for Property Digital Experience platforms, products, and features
  • Innovate and iterate on both new concepts as well as existing platforms, products & features to advance the roadmap

Continously improve and evolve existing guest services features (Check-in/Check-out, Keyless, Requests & chat, Food & Beverage ordering, Property Wi-Fi connection & landing pages,

• • • Guestroom TV & Media) to drive higher guest satisfaction, Intent to Recommend, and contribution to Global Digital strategies
  • Collaborate within Global Digital and across Continents & Regions to factor local dynamics and adapt platforms, products & features accordingly
  • Anticipate staffing requirements by comparing business needs with strengths and weaknesses of existing team to drive the roadmap
  • Continually re-evaluate staffing plans against Property Digital Experience growth to scale Digital & Product efforts
  • Support department-wide efforts to improve Global Digital culture and work environment as reflected in Associate Engagement Survey results

Drive business execution and performance of the Property Digital Experience platforms, products & features, with special emphasis on Keyless and Expedited Arrival:

• • Follow through on execution of the product roadmap and delivery of key features on schedule and on budget, acting as business owner for the digital solutions
  • Drive continuous improvement from experience, product, operations, and technology perspectives on Keyless solutions, to enable the benefit of expedited arrival with all the benefits that customers expect when coming onto property
  • Set and measure Key Performance Indicators (KPIs) to report on Property Digital Experience platform, product & feature performance with stakeholders and leadership
  • Collaborate effectively with team(s) that develop, deploy, and actively interact with Property Digital Experience platforms, products & features and strengthen the collaborative model & partnership that Digital maintains with Global Operations, as well as other key departments (IT, Hotel Brands, Customer Experience, Global Regions, Loyalty, Global Marketing, Customer Service/CEC, etc.) that play critical roles
  • Work with other product leaders and other departments (Global Operations, Digital, IT, Hotel Brands, Customer Experience, Global Regions, Loyalty, Global Marketing, Customer Service/CEC, etc.) to:

• • • Ensure that Digital Guest Service is omni-channel (ie. compelling, “seamless”, and relevant in the right context across multiple customer touchpoints, channels, products, and interfaces)
    • Ensure that Digital Guest Service is customer-centered across departments (ie. both new/emerging as well as existing solutions are appropriately identified, vetted, and planned in coordination with other relevant departments)
  • Measure and analyze the in-market performance of Property Digital Experience platforms, products & features, and modify the strategy and roadmap according to the results achieved against Global Digital engagement, take rate, and revenue goals

Manage and conduct Human Resources activities for the Property Digital product team

• Interview and hire employees, as applicable.
• Ensure employees are treated fairly and equitably.
• Ensure that regular, ongoing communication is happening in department (e.g., staff meetings, 1:1’s).
• Set goals and expectations for direct reports using the performance review process and holds staff accountable for performance goals.
• Solicit employee feedback.
• Utilize an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensure policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
• Conduct annual performance appraisal with direct reports according to Standard Operating Procedures.

MANAGEMENT COMPETENCIES

Leadership

• Communication – Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.

• Leading Through Vision and Values – Keeps the organization’s vision and values at the forefront of employee decision making and action.

• Problem Solving and Decision Making – Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.

• Professional Demeanor – Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

• Strategy Development – Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.

Managing Execution

• • Building a Successful Team – Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization.
  • Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
  • Driving for Results – Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

Building Relationships

• • Customer Relationships – Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.
  • Global Mindset – Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
  • Strategic Partnerships – Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed.

Generating Talent and Organizational Capability

• • Developing Others – Supports the development of other’s skills and capabilities so that they can fulfill current or future job/role responsibilities more effectively.
  • Organizational Capability – Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

Learning and Applying Professional Expertise

• Continuous Learning – Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application.
• Technical Acumen – Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
• Business Process and Analysis – Knowledge of multiple processes within sponsor department; ability to document key process flows, recognize processes for redesign, identify opportunities and translate business processes into information system’s needs. Ability to define quality measures and evaluate performance against standards and to identify issues, risks and possible paths of resolution or mitigation strategies.
• IT Business Management – Ability to monitor and evaluate trends in technology, technology delivery mechanisms and IT organizational processes and tools. This includes the ability to redefine processes, make recommendations, and perfect process governance frameworks.