Vice President of Guest Experience

Job Description

Job Overview

In addition to enhancing the guest journey, the role incorporates strategic oversight of Community Experience, Mobility, and Placemaking to ensure a holistic, inclusive, and sustainable approach to destination management. This position is integral to establishing Miral Destinations as a global leader in leisure, tourism, and community engagement by creating seamless, memorable, and transformative experiences for all stakeholders.

The role holder must be familiar with next generation OMNI channels technology solutions and excels in working in an autonomous environment and driving change. The key success factor for this role is the ability to manage challenge internal and external stakeholders, whilst motivating the Service team to be obsessed with always looking for opportunities to deliver WOW Moments.

Job Scope

• Develop and implement a comprehensive Guest Experience Strategy across Yas Island, Saadiyat Island, and Miral Group assets, ensuring alignment with corporate objectives and brand vision
• Champion innovative, guest-centric initiatives that drive satisfaction, loyalty, and advocacy.
• Define and oversee key performance indicators (KPIs), including Net Promoter Score (NPS), guest satisfaction, and repeat visitation.

• Oversee and enhance the guest journey across Yas Island and Saadiyat Island, ensuring consistency and excellence in experiences across attractions, hospitality, and services.
• Lead the strategic integration of guest experience initiatives across Miral's theme parks, cultural assets, and entertainment venues.

• Develop programs and initiatives that engage and enrich local communities, fostering inclusivity and a sense of belonging.
• Ensure guest experiences reflect the unique culture, heritage, and values of Abu Dhabi, creating connections between visitors and the local community
• Partner with local stakeholders to build trust and promote Miral's destinations as both global and community driven

• Lead the development of seamless mobility solutions across destinations, focusing on accessibility, convenience, and sustainability.
• Collaborate with transportation authorities and partners to enhance connectivity between key assets, destinations, and regional hubs
• Ensure a guest-friendly, efficient transportation ecosystem that integrates cutting-edge technology, such as smart parking, ride-sharing, and Yas Express and Saadiyat Express shuttle services.

• Oversee the development and enhancement of public spaces, ensuring they are functional, inviting, and reflective of Miral's commitment to world-class design
• Lead placemaking initiatives that promote interaction, relaxation, and discovery, transforming spaces into vibrant hubs of activity and culture.
• Collaborate with urban planners, designers, and architects to create cohesive environments that elevate the guest and community experience.

• Drive the adoption of emerging technologies, such as artificial intelligence (AI), augmented reality (AR), and Internet of Things (IoT), to enhance personalization and engagement.
• Partner with digital transformation teams to create frictionless experiences, from pre-arrival to post-visit touchpoints.
• Explore innovative mobility and community engagement solutions to elevate the overall destination offering

• Partner with operations teams to implement service standards and processes that consistently deliver exceptional experiences across all touchpoints
• Monitor and optimize the performance of guest-facing services and amenities, ensuring alignment with defined KPIs

• Embed sustainability into guest experience, community engagement, and placemaking strategies, aligning with Miral's broader environmental and social commitments.
• Promote eco-friendly mobility options and sustainable tourism practices to reduce the environmental footprint

• Act as a key liaison between Miral's leadership, operational teams, and external stakeholders to align goals and priorities
• Build strong partnerships with government entities, transportation providers, and community leaders to deliver cohesive and impactful experiences.

• Lead, mentor, and inspire a diverse team across guest experience, community engagement, and mobility initiatives.
• Foster a culture of collaboration, innovation, and excellence within the organization

• Oversee the resolution of guest complaints and community concerns, ensuring timely and effective responses that uphold Miral's reputation for excellence.
• Anticipate and address challenges in mobility, community relations, and operational disruptions proactively

• Bachelor degree in Tourism or Hospitality Management
• Minimum of 5-10 years Director level experience tourism, hospitality or aviation industry Minimum 5 years in leading Customer Experience Transformation program
• Able to work in a demanding, customer centric, high performance environment
• Able to produce written communications and procedures, which are, clear, fluent, concise and readily understood by recipients/s
• Effective use of time; establishing and working to deadlines.
• Having extensive contact centre operations experience, qualifications and job knowledge
• Excellent perception of regional trends and industry know-how
• Strives to inspire and guide groups and individuals. Demonstrates enthusiasm for a shared vision and mission

Desirable:

• Member of the Customer Experience Association
• CXPA Accreditation
• Experience in business and strategy development
• Understanding of relevant external factors affecting the company e.g. Legislation, customer requirements, competitors etc