Director Experience & Customer Journey 
(19973)

At Kerzner, we never settle. Through continued innovation, our team of pioneers push until the next level is achieved, and then to keep going. Our philosophy is simple - we go above and beyond to Blow Away our Guest and Colleagues. Good enough never is. For us, it is all about perfection and innovation. This is not simply our job, it’s our passion. 
 

Our Colleagues are at the heart of who we are and what we do. With an international team of over 10,000 Colleagues and strong strategic growth on the horizon, we offer unrivalled career opportunities around the world. We are committed to provide our Colleagues at all levels with opportunities to grow and develop within the organisation through personalised development plans and tailored succession planning. We invest in our communities to sustain the environment where we operate and minimising our own footprint. Whether it is through animal conservation, education or tree-planting, we like to give back in as many ways as we can to help our communities flourish.
 

The Director, Experience & Customer Journey supports the definition, implementation, and continuous enhancement of the guest journey across all touchpoints within the brand experience. This position reports to the VP Operations and ensures that the brand consistently delivers seamless, differentiated, and memorable experiences that align with the brand promise, while supporting guest loyalty, satisfaction, advocacy, and commercial performance.

The role works closely with Operations, Commercial, Marketing, Digital, Learning & Development, Quality, and Resort teams to identify pain points, improve service delivery, and enhance the guest experience from pre-arrival through post-stay interactions. The Director, Experience & Customer Journey supports the design of guest journey standards, emotional touchpoints, service rituals, and personalized experiences that elevate the brand positioning and create lasting guest connections.

The position also supports the use of guest feedback, technology, AI, CRM tools, and data insights to drive personalization, simplify guest interactions, and improve guest satisfaction across all touchpoints. The role collaborates with corporate functions and resort teams to ensure that customer journey principles are embedded into new projects, brand initiatives, operational processes, and service culture across the portfolio.

Key Responsibilities

• Develop and implement the brand’s guest experience and customer journey strategy across all properties and touchpoints.
• Define and continuously refine the ideal end-to-end guest journey, ensuring alignment with the brand vision, values, and positioning.
• Lead the development of guest experience standards, emotional touchpoints, rituals, and service moments that create memorable experiences.
• Identify opportunities to simplify, personalize, and improve the guest journey.
• Ensure consistency in guest experience delivery across all resorts, residences, clubs, and other brand offerings.
• Map and document guest journeys for key customer segments and personas.
• Identify pain points, gaps, and opportunities across the customer lifecycle.
• Partner with operational and functional teams to implement improvements and monitor effectiveness.
• Lead projects related to guest journey redesign, service innovation, digital integration, and process enhancement.
• Ensure guest journey considerations are embedded into new openings, renovations, systems, and business initiatives.
• Oversee the collection, analysis, and interpretation of guest feedback from surveys, reviews, social media, direct comments, mystery audits, and other channels.
• Use guest insight data to identify trends, root causes, and opportunities for improvement.
• Develop dashboards, reporting tools, and presentations to communicate guest experience performance and key priorities.
• Benchmark against competitors and luxury hospitality best practices.
• Support properties with action plans related to guest satisfaction, reputation management, and service recovery.
• Collaborate with Brand, Quality, and Operations teams to ensure that guest experience standards are clearly defined and embedded.
• Ensure brand standards remain relevant, guest-centric, and aligned with evolving market expectations.
• Support the development and review of operating procedures, guidelines, and service standards.
• Participate in resort visits, quality audits, and guest experience reviews.
• Promote consistency while respecting local culture, market conditions, and guest demographics.
• Work closely with Digital, IT, CRM, and Marketing teams to improve digital guest touchpoints and enhance personalization.
• Support the integration of technology that enhances the guest experience, such as mobile check-in, guest apps, CRM tools, AI-enabled communication, and digital concierge services.
• Monitor guest behavior trends and emerging technologies that can improve service delivery and guest engagement.
• Encourage innovation and creative thinking across the organization to continuously evolve the customer journey.
• Build strong relationships with resort leadership teams and functional stakeholders.
• Provide guidance, coaching, and support to teams involved in guest experience initiatives.
• Lead cross-functional working groups and committees focused on guest journey enhancement.
• Act as a subject matter expert for guest experience, customer journey, and service culture.
• Foster a culture of continuous improvement, collaboration, and guest-centric thinking.

Skills, Experience & Educational Requirements

• 8–10 years of experience in luxury hospitality operations, guest experience, customer journey, brand, quality, or service excellence roles
• Proven experience in customer journey mapping, guest experience design, service innovation, and guest satisfaction improvement within luxury hospitality
• Strong understanding of luxury guest expectations, emotional touchpoints, and end-to-end customer journey management
• Experience in guest feedback analysis, reputation management, Net Promoter Score (NPS), and guest satisfaction metrics
• Knowledge of guest personalization, CRM systems, loyalty programs, and VIP guest relationship management
• Experience in designing and implementing guest experience initiatives across multiple touchpoints including pre-arrival, stay, and post-stay
• Background in service culture, training, coaching, and cross-functional collaboration within hospitality environments
• Bachelor’s Degree in Hospitality Management, Business Administration, Marketing, Customer Experience, or a related field required
• Additional certifications in Customer Experience, Service Design, Luxury Hospitality, Brand Strategy, or Project Management preferred
• Understanding of digital guest touchpoints, AI, CRM tools, and technology applications in guest personalization and service delivery
• Knowledge of luxury travel trends, guest expectations, and competitive benchmarking

Our company is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, innovative, inclusive, and inspiring in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.