Senior Manager, Experience Governance

About the role

The Destination Experience Governance Senior Manager will lead the governance of experience standards across Miral’s assets in Abu Dhabi. Reporting on the consistency and quality of guest experiences, the role ensures that approved service designs are translated into clear, measurable standards and that any deviations are addressed through defined actions.

Key responsibilities

• Develop, maintain and version destination‑level experience and service standards as the single source of truth.
• Define mandatory versus flexible elements of standards to balance consistency with operational flexibility.
• Oversee the full lifecycle of standards – approval, monitoring, review, change and retirement.
• Partner with Experience Audit & Quality and Consumer Insights to assess compliance, identify systemic gaps and surface experience risks.
• Govern remediation actions arising from non‑compliance, audits, insights and Voice of Guest, ensuring they are clearly assigned, time‑bound and tracked.
• Provide visibility of action status across destinations and escalate stalled or high‑risk items to senior leadership.

Required profile

• Minimum 8 years (96 months) of experience in governance, quality assurance or standards management, preferably within hospitality or destination management.
• Proven ability to work with cross‑functional stakeholders and drive accountability.
• Strong analytical mindset with experience in monitoring, reporting and continuous improvement.
• Fluent English communication skills, both written and verbal.

Required skills

• Experience governance
• Standards management
• Quality assurance
• Stakeholder management
• Action governance