About the job
Shape the Future of Guest Experience Across One of the World's Most Ambitious Entertainment Destinations. At Miral Experiences, we believe exceptional guest experiences don't happen by chance—they are intentionally designed, continuously improved, and relentlessly innovated.
We are seeking a visionary Senior Director of Guest Experiences Innovation - Theme Parks to lead the strategic evolution of guest experiences across our portfolio of world-class attractions and destinations.
This is a unique opportunity for a forward-thinking leader who combines innovation, customer experience, transformation, and strategic execution to create memorable moments for millions of guests.
Reporting directly to the VP of Operations, Innovation & Transformation, you will define and drive the enterprise-wide vision for guest-journey innovation, ensuring every experience is seamless, meaningful, scalable, and commercially impactful.
This role is not about managing day-to-day operations. It is about shaping the future.
Why This Opportunity Is Exciting? As Senior Director of Innovation, you will influence how guests experience Miral Experiences today and how they will experience it tomorrow.
You Will Have The Opportunity To
- Define the future guest experience strategy across multiple attractions and destinations.
- Lead transformational initiatives that directly impact guest satisfaction, loyalty, and commercial performance.
- Partner with senior leaders across Operations, Technology, Guest Experience, Commercial, and Corporate functions.
- Champion innovation at the enterprise level.
- Drive meaningful change across a complex, high-profile organization.
- Build frameworks and operating models that create long-term competitive advantage.
If you are passionate about designing experiences rather than simply managing operations, this role offers an exceptional platform to make a lasting impact.
Responsibilities:
Enterprise Guest Experience Strategy
- Define and own the long-term vision for guest journey design and experience innovation across Miral Experiences.
- Establish strategic principles, frameworks, and governance models that guide guest experience development across the organization.
- Ensure guest journey strategies align with business objectives, operational capabilities, and brand ambitions.
Innovation & Transformation Leadership
- Identify emerging trends, technologies, and market opportunities that can enhance guest experiences.
- Champion a culture of experimentation, innovation, and continuous improvement.
- Lead enterprise-wide transformation initiatives that redefine how guests engage with Miral Experiences.
Guest Journey Excellence
- Shape and prioritize the guest experience roadmap across multiple assets and functions.
- Ensure experiences are guest-centric, scalable, operationally viable, and commercially sustainable.
- Sponsor major guest journey redesign projects linked to new attractions, upgrades, and strategic transformation programs.
Stakeholder Leadership
- Influence executive stakeholders to embrace guest-led decision-making.
- Drive alignment across operational, digital, commercial, and corporate teams.
- Establish clear accountability, governance, and performance ownership for experience transformation initiatives.
Data-Driven Innovation
- Leverage guest insights, operational data, market trends, and performance metrics to guide strategic decisions.
- Oversee guest journey measurement frameworks and ensure insights translate into meaningful action.
- Balance innovation ambition with measurable business outcomes and return on experience investment.
Qualifications:
This role is designed for a strategic innovator and transformational leader who understands that exceptional experiences are built at the intersection of guest needs, operational excellence, technology, and business strategy & comfortable shaping executive-level strategy and influencing large, diverse stakeholder groups to bring that vision to life.
You Will Thrive In This Role If You:
✔ Think strategically and see opportunities before others do.
✔ Have successfully led enterprise-level transformation initiatives.
✔ Are Passionate About Customer And Guest Experience.
✔ Can influence senior stakeholders without relying on authority.
✔ Enjoy building frameworks, operating models, and long-term strategies.
✔ Balance creativity and innovation with commercial and operational realities.
✔ Are comfortable navigating complexity and ambiguity.
✔ Have a track record of delivering meaningful organizational change.
Essential Requirements
- Bachelor's degree in Business, Experience Design, Engineering, Technology, Strategy, or a related discipline.
- 8+ years of senior leadership experience across guest experience, innovation, transformation, operational excellence, or strategic functions.
- Experience within hospitality, entertainment, leisure, tourism, theme parks, aviation, luxury retail, or other guest-centric industries.
- Proven experience leading enterprise-level initiatives within complex, multi-stakeholder environments.
- Deep expertise in guest journey design and experience-led strategy.
- Demonstrated success in driving large-scale transformation and innovation programs.
- Strong stakeholder management, governance, and influencing capabilities.
- Excellent communication skills, executive presence, and strategic decision-making ability.
Preferred Qualifications
- Postgraduate qualification in Business Administration, Innovation, Service Design, Digital Transformation, or a related field.
- Formal certification in Design Thinking, Customer Experience, Innovation Management, or Change Leadership.
- Experience working across international and multicultural environments.
- Exposure to service design, human-centered design, or experiential brand development.
- Experience leveraging technology, analytics, and data-driven insights to improve guest journeys.
Shape The Future With Us.
At Miral Experiences, we don’t just create world-class destinations - we create unforgettable memories for our guests and remarkable careers for our people.
From theme parks and attractions to guest services and behind-the-scenes roles, every member of our team plays a part in delivering exceptional experiences. We’re driven by passion, powered by innovation, and committed to excellence in everything we do.