Corporate Director, Guest Experience

About the role

The Corporate Director, Guest Experience (CX) shapes and drives brand‑level CX strategy to deliver exceptional, consistent, and culturally relevant service across all properties. This senior leader partners with corporate, regional and resort teams to enhance every stage of the guest journey from pre‑arrival to post‑stay.

Key responsibilities

• Support brand evolution by introducing new experiences and a service culture aligned with brand direction.
• Collaborate with operations to develop customer journey maps, identify gaps and recommend improvements.
• Develop and deploy brand standards, ensuring alignment, operational feasibility, guest satisfaction and cost efficiency.
• Oversee resort assessments focused on guest experience, physical condition and brand standards.
• Analyze portfolio trends, identify improvement opportunities and champion a guest‑centric approach across the lifecycle.

Required profile

• Bachelor’s degree required; MBA or equivalent desirable.
• 10+ years of experience in guest experience, product strategy or continuous improvement within tourism and hospitality.
• Proven ability to lead, inspire and develop individuals.
• Strong executive‑level communication, strategic planning and problem‑solving skills.
• Project management expertise and experience with change management fundamentals.