Vice President, Customer Experience + Innovation

Vice President, Customer Experience + Innovation

Marriott International Bethesda, MD
The Vice President, Customer Experience Design + Innovation leads Marriott's enterprise experience design, customer journey management, and innovation agenda. As a senior advisor and champion across the organization, this role is responsible for identifying future opportunity spaces that fuel growth, loyalty, and brand differentiation and solving big challenges by designing innovative solutions to test and learn against based on customer needs. In addition to leading experience design and innovation delivery, the Vice President is accountable the overall health, impact, and return on Marriott's innovation portfolio. This role ensures Marriott is focused on solving the biggest customer and business problems and translating them into scalable concepts, pilots, and experiences. The Vice President establishes the culture, capabilities, systems, and partnerships required to design and innovate at enterprise scale, working closely with leaders across the organization.
Candidate Profile Education And Experience Required
Bachelor's degree from an accredited college or university required
12+ years of progressive professional experience across experience design, innovation, strategy, research, consulting, or related fields.
Demonstrated success leading insight-led experience design and innovation efforts, translating research, trends, and analytics into actionable strategies and concepts.
Experience working across physical, digital, and service environments with strong service design orientation.
Proven ability to lead teams and senior stakeholders through ambiguity; strong change leadership and influence capability.
Exceptional cross-functional leadership, executive communication, and stakeholder management skills.
Experience operating effectively in a large, matrixed, global organization.
Education And Experience Preferred
MBA or equivalent advanced degree
Core Work Activities
Lead Innovation Insights, Foresight & Opportunity Framing
Lead Customer Experience Design & Journey Management
Orchestrate Enterprise Innovation Initiatives
Build and Manage External Ecosystems & Partnerships
Enable Innovation Capability Across the Enterprise
Leadership Development, Culture & Team Excellence
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. All positions offer a 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. Click here to learn more. Full-time positions also 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 and educational assistance.
Washington Applicants Only: Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually. Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions. 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.
Seniority level: Executive
Employment type: Full-time
Job function: Other
Industries: Hospitality