Vice President, Customer Experience + Innovation

Marriott International is the world’s largest hotel company, renowned globally for its diverse portfolio of brands and exceptional hospitality experiences. With a presence that spans more countries and cities than any other hospitality company, Marriott continues to set the standard for service excellence and innovation in the hotel industry. The company fosters an inclusive and empowering culture where associates from all backgrounds are welcomed and celebrated, providing numerous opportunities for personal and professional growth. Marriott’s headquarters is based in Bethesda, Maryland, and it embraces a hybrid work environment designed to keep team members connected while offering flexibility for remote positions when commuting is not feasible. The company offers a comprehensive benefits package, competitive salary ranges, and opportunities for career development in a dynamic and supportive setting. This particular role is a full-time, management position with an annual salary range of $182,100 to $325,300 and includes bonus eligibility and stock packages, underscoring Marriott's commitment to rewarding leadership and innovation.

The Vice President, Customer Experience Design + Innovation at Marriott leads a critical enterprise function focused on pioneering the future of customer experience through innovative design and comprehensive journey management. As a senior advisor and champion, this role is instrumental in identifying future opportunity spaces that drive growth, foster customer loyalty, and sharpen brand differentiation. The Vice President is responsible for steering Marriott’s innovation portfolio, ensuring that projects align with the company’s strategic priorities and deliver significant customer and business outcomes. This leader directs the cultural, operational, and collaborative frameworks needed to innovate at scale, partnering closely with cross-functional teams across physical, digital, and service environments.

The role demands an experienced professional who can inspire and guide a high-performing global team while managing complex stakeholder relationships and navigating organizational ambiguity. The Vice President spearheads innovation insights, foresight, and opportunity framing by leveraging customer research, trend analysis, and competitive landscape scanning to identify white space opportunities for business growth. They lead the design and refinement of customer journeys and experiences, from concept ideation to validation, ensuring alignment with Marriott’s brand promise. This involves collaboration with brand leaders, technology, operations, and digital teams to integrate innovations seamlessly at enterprise scale.

Additionally, the Vice President manages Marriott’s external innovation ecosystem, building and sustaining strategic partnerships with startups, technology providers, and academic institutions to accelerate learning and pilot advancement. By leading the Innovation Lab and deploying structured methodologies in prototyping, piloting, and performance measurement, the role champions an experimentation-driven approach to innovation. Furthermore, this leader cultivates innovation capabilities across the organization by conducting workshops, training sessions, and embedding a unified language and framework for design thinking.

Marriott’s commitment to leadership development, culture, and team excellence is embodied in this role. The Vice President inspires a culture that values innovation, agility, and accountability while nurturing talent and fostering an inclusive environment. This position represents a unique opportunity for a visionary leader to shape the future of Marriott’s customer experience strategy across select and midscale brands, ultimately influencing the broader hospitality industry with groundbreaking innovations and superior customer insights.