Director, Associate UX – Revenue Strategy

JOB SUMMARY

The Director, Associate UX – Revenue Strategy reporting to the VP, Experience Design + Innovation within the Business Transformation Office, plays a critical role in creating industry-leading associate-facing (employee, owner- and franchise-facing) digital experiences across the full portfolio of Marriott brands. 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 has experience rooted in an empathetic understanding of both the associate’s physical and digital environments and where the two connect/overlap. The Director leads the design of on-property user experiences, with a keen focus on data-driven, best-in-class product design from both the travel industry and other key disruptors/innovators (think mobile, Web, voice, etc.). This UX leader advances digital experiences that deliver on both revenue conversion and emotional engagement to foster loyalty. Acts as a senior thought partner to Product and Domain leadership, influencing product vision, roadmap sequencing, and experience-driven prioritization decisions across the Revenue Strategy portfolio.

This role serves as the Design Lead for the Revenue Strategy domain, partnering closely with Product, Revenue Management, Data, and Technology leaders to translate revenue strategy into intuitive, decision-centric product experiences. The Director provides design leadership across multiple products within the domain, with a particular focus on Adaptive Pricing and Inventory and Yield, ensuring experiences work together as a cohesive system rather than independent tools.

A strong portfolio is critical. Your portfolio should showcase experience in UX and interaction design, particularly highlighting simplicity and ease of use. Diversity of projects is as important as curation to choose a solid collection of outcomes. Candidates should be prepared to discuss their role in leading and executing the work included in the portfolio.

CANDIDATE PROFILE

Education and Experience Required

8+ years experience in digital product design, 5+ as a manager, with demonstrated leadership experience across platforms

4-year undergraduate degree, with bachelor’s degree in relevant discipline, or equivalent experience

Demonstrated success in end-to-end UX design for specific digital products; ideally with associate/employee-facing and/or enterprise products

Solid background/understanding of UX, design thinking, methodology, and design operations; passion for DesignOps and how to build, scale, train, and refine teams, tools, and processes/deliverables

Proven experience delivering concepts, user flows/ journeys, wireframes, prototypes, etc. across platforms (desktop, mobile web, app, etc.) with inclusivity in mind

Provides oversight and direction to achieve a cohesive user experience that fosters synergy between the digital and physical experience

Understands and advocates for associate needs and how those manifests through digital experiences

Promotes UX best practices drawn from a variety of disciplines (within and beyond hospitality)

Proactively maintains a keen focus across product areas to ensure journey-wide synergy

Communicates through appropriate visuals and deliverables

Oversees the design work with resources both internal to Marriott and external

Education and Experience Preferred

Demonstrated strong presentation, negotiation, and persuasion skills

Demonstrates self-confidence, energy, and enthusiasm in leading and influencing teams

Is adept at explaining complicated concepts through clear visuals to facilitate understanding across the organization

Proven ability to lead and work with cross-functional teams in support of specific business priorities, work well with counterparts from various business functions, and influencing work of counterparts without direct reporting accountability, through strong interpersonal skills

Demonstrated ability to deliver results under challenging conditions, breaking complexity into understandable chunks, bringing ambiguity into focus

Ability to solve problems quickly, think creatively, and drive speed-to-market delivery, while optimizing outcomes

Strong grounding in general usability and transactional design best practices

Demonstrated success in managing large-scale, omni-channel digital platform design and development initiatives, ideally for a major, large-scale global digital app, web site, or other digital product within the commerce or travel space.

Experience with Agile / SAFE development methodologies preferred

Experience working with and managing offshore resources preferred

Proficency manageing and contributing to the evolving design system

CORE WORK ACTIVITIES

Goals

Sets and maintains personal development goals and works with leadership to set team goals

Helps direct reports with setting and maintaining personal development goals and provides feedback on progress to goals through review process

Provides discipline expertise and leadership to help meet department and company goals and KPIs

Managing Work, Projects, and Policies

Meets deadlines once agreed upon; ensures teams and directs also meet deadlines

Provides regular status updates through appropriate channels

Successfully leads multiple tracks of work at once

Works based on priorities and ensures teams and direct reports are clear on their own priorities

Accepts critique and critiques work of others in a helpful and professional manner

Communicates in a timely and appropriate manner

Executing and Supporting Design

Produces sketches, wireframes, personas, journey maps, flows, designs, motion specs, prototypes and/or presentations as needed to communicate experience design

Produces both innovative high-level design concepts as well as development-ready designs with specifications

Ensure a quality experience on live digital products by participating in the user acceptance testing process

Employ prototyping, user testing and research to inform your design work and thinking

Present and clearly communicate design solutions and rationale

Engage in critiques as well as share new learnings and case studies

Manage and contribute to the evolving design system

Challenge existing processes with new ways for the team to be more effective

Create and maintain design documentation

Revenue Strategy Design Leadership

Shape and evolve the experience vision for Revenue Strategy products, aligning design decisions across the domain, supporting OKRs and economic outcomes

Lead design thinking for complex Revenue Strategy decisions, balancing usability with analytical rigor

Ensure experiences across products reflect a shared mental model for how revenue decisions are made

Partner with Product and Revenue leaders to influence roadmaps, prioritization, and tradeoff decisions

Leadership & Management

Leads work done by both internal associates and external vendors

Manages vendor relationships

Provides oversight and leadership for multiple tracks of work, providing quality feedback to both internal associates and vendor resources to move design work forward

Thinks and works at both the strategic and executional levels; sees both the “forest” and the “trees” and guides teams accordingly

Demonstrating and Applying Discipline Knowledge

Where appropriate, communicates through rapid hand sketched interfaces and flows rather than more time-consuming deliverables.

Provides subject matter expertise on key functional systems to help shepherd strategic initiatives from idea to feasible implementation

Provides subject matter expertise on Associate Experience including associate needs and interactions to ensure optimal infusion throughout digital products

Provides information architecture / user experience / visual design oversight through review and critique for all products to promote a cohesive user experience

Produces both innovative high-level design concepts / strategy visualizations as well as development-ready designs with specifications

Partners closely with the Customer User Experience to ensure continuity across Customer and Associate channels, where applicable.

Works collaboratively with other sub-disciplines in User Experience as well as other teammates across the organization

Keeps skills up-to-date on industry trends and applies new knowledge to job, identifying strategic opportunities for competitive advantages through those findings

Measurement and Analytics

With an evidence-based mindset, stay focused on continuously improving and re-evaluating the best business and user experience solutions across all channels and products

Comfortable with multiple qualitative and quantitative research methods, like surveys, usability testing, multivariate testing, A/B testing, etc.

Ability to take qual/quant dashboards/results and translate into an actionable design strategy

Uses tracking, metrics, segment data, and user research to inform design decisions

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

Breaks down designs into options/variables for A/B or multi-variate testing

Demonstrating and Applying Technical Knowledge

Understands web technologies and principles— like responsive design, front-end markup and libraries such as HTML, CSS, JavaScript, jQuery and Ajax methods, plus Content Management Systems, Web Services, Salesforce, and APIs—and uses this knowledge in collaboration with developers

Understands underlying technologies behind guest communications (email and chat), guest services (check-in/out, service requests, shuttle service), venue applications (dining, spa, golf), guest room entertainment, smart screens, property portal and internet services, etc. and uses this in collaboration with developers and operations teams working on related business processes

Expertise level understanding of design tools such as Figma, Sketch and Invision DSM and uses this knowledge in extending and maintaining a Design System

Keeps technical knowledge up-to-date and applies new knowledge to job

Additional Responsibilities

Works and leads independently with minimal supervision, but knows when issues should be escalated to manager

Foster relationships with key partners within and beyond the digital space

Presents work with clarity and confidence; explains complex matters so that others can understand

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

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.