Senior Manager – Experience & Service Design

About the role

The Senior Manager – Experience & Service Design leads the end‑to‑end design of guest experiences for Miral Destinations. This role blends experience strategy, innovation and technical service design to create inspiring, operationally feasible guest journeys.

Key responsibilities

• Translate customer insights and qualitative research into holistic journey maps across all touchpoints.
• Identify pain points, emotional highs and lows, and define target‑state experience concepts aligned with Miral’s GX principles.
• Lead the development of service blueprints that connect front‑stage guest actions with back‑stage processes, systems and policies.
• Define operational and system requirements, ensuring technical feasibility and alignment with operational capacity.
• Facilitate co‑creation workshops and ideation sessions to generate innovative experience concepts.
• Collaborate with process owners to map service dependencies, handovers and cross‑functional interactions.
• Create reusable frameworks and standards for consistent service blueprinting across all assets.

Required profile

• Minimum 60 months (5 years) of experience in service design, experience design or a related discipline.
• Proven ability to lead cross‑functional teams including Insights, Digital, Operations and Business Analysis.
• Strong analytical mindset with experience turning qualitative insights into actionable design solutions.
• Senior‑level leadership experience in a hospitality, tourism or destination‑management context.

Required skills

• End‑to‑end service architecture
• Customer journey mapping
• Design thinking methodologies
• Emerging guest experience technologies
• Integrating digital and physical experience layers
• Service blueprinting
• Journey design tools such as Cemantica