Director Destination Experience Optimization & Strategy

Miami, FL (On-site)

JOB SUMMARY The Director, Destination Experience Optimization & Strategy is responsible for driving continuous improvement, innovation, and strategic transformation across the Destination Experience portfolio. This role serves as a change agent, identifying opportunities to enhance operational efficiency, elevate guest satisfaction, and streamline processes through data-driven insights and emerging technologies. POSITION RESPONSIBILITIES Drive strategic initiatives that optimize global destination operations, enhance efficiency, and elevate the end-to-end guest experience. Leverage data-driven insights from guest feedback, operational performance, and market intelligence to define priorities and guide strategic decision-making. Champion innovation through AI and automation, streamlining workflows, improving predictive capabilities, and enhancing service delivery across all touchpoints. Introduce transformative technologies and operational best practices to modernize processes, strengthen scalability, and ensure world-class service standards. Lead enterprise-level initiatives and special projects, including technology implementations, process redesigns, and new business ventures such as destination development and partnership models. Act as a catalyst for organizational transformation, fostering a culture of innovation, collaboration, and continuous improvement across the Destinations organization. Collaborate cross-functionally with brand, marketing, commercial, and destination services teams to ensure strategic alignment and cohesive guest experience delivery. Serve as the primary strategic liaison with Marketing, shaping the storytelling, positioning, and visibility of the Destinations portfolio to reinforce brand differentiation. Monitor global industry trends and competitor innovations to identify emerging opportunities, guide long-term planning, and maintain a competitive advantage. Perform other job-related functions as assigned. QUALIFICATIONS DEGREE TYPE: Bachelor's Degree FIELD(S) OF STUDY: Business Administration, Hospitality Management, Marketing, or related field. EXPERIENCE Minimum 7 years of experience in strategy or operations, preferably within travel, hospitality, or related service industries. COMPETENCIES & SKILLS Strong analytical and problem-solving skills with a focus on data-driven decisions. Innovative mindset with experience leading organizational change and transformation. Proficient in digital tools, automation, and emerging technologies that enhance guest experiences. Excellent project management and organizational abilities with attention to detail. Strong communication, collaboration, and stakeholder management skills. Customer-focused approach with a deep understanding of guest expectations. Flexible and adaptable in a fast-paced, evolving environment. Results-oriented, with a proven ability to deliver measurable improvements in performance and efficiency. To Executive Search Firms & Staffing Agencies: NCLH does not accept unsolicited resumes from any agencies. All unsolicited resumes will be considered NCLH property, and NCLH will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the NCLH Human Resources Talent Acquisition Department. Seniority level Director Employment type Full-time Job function Strategy/Planning Industries Travel Arrangements