• Job Description

  Req#: 24019758
  JOB SUMMARY

  This position is hybrid only and can be located in our NY or Bethesda, MD office.

  The Senior Manager, Associate Experience, is a key member of the Experience Design + Innovation team. The position will support the customer and associate experience design for enterprise efforts that lead to long-term business expansion and growth. Leveraging our universal end-to-end customer and associate experience maps and blueprints they will take a disciplined approach to experience design and ensure initiatives are balancing desirability for customers, feasibility for associates, and viability for the business. The ideal candidate must be able to think strategically, obsess about the associate and implement at scale, all while fostering cohesion across the customer and associate journey.

  The ideal candidate will be able to work on multiple initiatives at once, develop expertise in our customer and associate experience tools and templates, and will be able to serve as a representative for team leaders within project teams as needed. The Senior Manager will also drive the creation of materials for presentations, journeys, and other deliverables as needed to support the Experience Design + Innovation team and is responsible for reporting out to leadership on performance, key decisions, and progress towards goals.

  Success in this role requires strong critical thinking skills, comfort with ambiguity, ability to navigate complex stakeholder interactions and support large-scale engagements, and a proven ability to manage multiple projects at the same time.

  CANDIDATE PROFILE

  Education and Experience Required

  • 4-year degree from an accredited university in Business Administration, Marketing, or related major and 5+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance;

  OR

  • 8+ years of relevant professional experience in marketing or related function, demonstrating progressive career growth and pattern of exceptional performance.

  ATTRIBUTES SKILLS & EXPERIENCE PREFERRED

  • Communications: Ability to translate complex concepts in a simple, engaging way to generate support and shared understanding
  • Strong Planning and Execution: Proven track record of planning and executing strategic projects with fair amount of independence; shows a sense of accountability and resourcefulness
  • Facilitation Skills: Support the design, development, and delivery of complex stakeholder experiences, using design thinking, creativity, and expert communication skills, to deliver powerful, results-oriented meetings and workshops.
  • Generative and Future-Thinking: A bias toward possibilities and ideation, rooted in key business or design constraints
  • Collaboration: Partner with disciplines to support documentation of customer and associate journey maps and blueprints

  You’re exactly who we’re looking for if you:

  • Can balance user, business, and technical needs
  • Lead with a user-centric mindset
  • Facilitate user research and design based on end-user feedback
  • Solve problems holistically across channels for a seamless experience
  • Thrive on creating innovative solutions to challenging user and business problems
  • Value deadlines, set realistic expectations around them and then meet them
  • Have strong stakeholder management skills and flexibility to thrive in an evolving environment

  CORE WORK ACTIVITIES

  The core accountabilities for this position include:

  • CX/AX Journey Mapping + Blueprinting: leveraging the existing CX / AX journey maps and blueprints, support the identification and mapping out of future state experience (e.g., what will the customer experience be like, what will the associate experience be like, where are the emotional high and low points)
  • Voice of Customer and Associate: stay abreast of most recent research in order to represent the voice of the customer and associate in projects / initiatives.
  • Workshop Facilitation Support: Support facilitation of cross-functional workshops to elicit input from key stakeholders to support the future state design.

  Demonstrating and Applying Discipline Knowledge:
  
  

  • Presents outstanding design concepts backed by best practices, user behavior and data
  • Clearly explain AX strategy and interactions to potential users, your team, and stakeholders
  • Produces personas, journey maps, flows, designs, experience blueprints, and/or presentations as needed to communicate experience design
  • You will deliver, measure, and improve your designs based on quantitative and qualitative feedback
  • Identify future opportunities by keeping up to date with design trends, societal shifts, and new technology
  • Comfortable with a culture of feedback and regular opportunities to critique and be critiqued
  • Be a thought partner providing recommendations on AX enhancements across all associate touchpoints
  • Have a passionate focus on the needs of the associates around the world using inclusive design skills and methods

  Measurement & Analytics
  
  

  • You value data or insight over opinion, by basing decisions on metrics, segment data, and user research findings and insights.
  • With an evidence-based mindset, stay focused on continuously improving and re-evaluating the best business and experience solutions across all channels and products
  • Collaborates with product managers to ensure priorities align with business objectives and KPIs
  • Uses various user research methodologies to get design feedback and iterates designs based on findings

  Goals
  
  

  • Sets and maintains personal development goals
  • Provides discipline expertise to help meet department and company goals and KPIs

  Managing Work, Projects, and Policies
  
  

  • Provides accurate estimates as to needed time to complete work to feed project plans (and therefore personal deadlines)
  • Meets deadlines once agreed upon
  • Reports impediments to completing work and meeting deadlines
  • Provides regular status updates to manager
  • Successfully manages multiple assignments at once
  • Works based on priorities and requests clarification if priorities are not clear
  • Accepts critique and critiques work of others in a helpful and professional manner
  • Communicates in a timely and appropriate manner with teammates

  Additional Responsibilities
  
  

  • Works independently with minimal supervision, but knows when issues should be escalated to manager
  • Develops relationships with members of other teams, and leverages those relationships to answer questions
  • Presents work with clarity and confidence; explains complex matters so that others can understand them
  • Uses appropriate communication mechanisms (i.e. in-person conversation, Microsoft Teams chat, email, phone call) for each situation
  • Demonstrates self-confidence, energy and enthusiasm
  • Performs other reasonable duties as assigned by manager

  Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

• About the company

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