Assistant Vice President / Senior Manager, Strategy & Business Transformation

Shangri-La Group

Shangri-La Group is a global leader in luxury hospitality with unique Asian heritage. Headquartered in Hong Kong, we have over 100 hotels and resorts under four brands nested in key cities and beautiful beachfront locations globally. We are expanding rapidly with a strong development pipeline throughout Asia, the Middle East, Europe and Africa. Regarded as one of the world’s finest hotel ownership and management companies, Shangri-La is dedicated to delight guests around the world with legendary service, finely tuned from over 45 years of hospitality from the heart. We have an affinity with Asian travelers and we offer them a gateway to the rest of the world, positioning us a leading brand in luxury hospitality. As an enviable employer with industry leading levels of colleague engagement, our people are our priority. Our success is only made possible through the efforts and abilities of over 42,000 colleagues worldwide. In accordance with this belief, the focused investment we make in the learning and development of our colleagues is unparalleled in the global hospitality industry. From welcoming new colleagues, to best in class leadership development, you can be sure that potential is identified and nurtured throughout your career.

As our Assistant Vice President / Senior Manager, Strategy & Business Transformation we will rely on you to:

• Conduct user research to gain a deep understanding of target audiences' behaviors, motivations, and pain points.

• Develop and iterate on personas, user journeys involving online and offline touchpoints, and create user journey maps, service blueprints, and PowerPoint slides.

• Develop customer experience frameworks to inform product and service design from concept to execution level.

• Drive the development of user-centered design principles within the organization

• Collaborate with cross-functional teams to translate user insights into actionable strategies.

• Leverage user research findings to shape our service philosophies and create iconic moments in the guest experience.

• Collaborate with product and service design teams to ensure alignment with user insights and strategic objectives.

• Stay up-to-date with industry trends, best practices, and emerging technologies related to user research, strategy development, and customer journey design.

• Support the development of process flows from user insights for system or technical implementation projects.

• Utilize visual and impactful storytelling techniques to effectively communicate user journeys.

We are looking for someone who has:

• Bachelor's degree in a relevant field preferred (but not a must)

• 10+ years of relevant work experience in user research, strategy development, and customer journey design, preferably in a product or service design context.

• Strong analytical and problem-solving skills with the ability to synthesize complex information into actionable insights.

• Excellent communication and presentation skills, with the ability to effectively convey strategic insights to cross-functional teams and senior stakeholders.

• Knowledge or proven experience in developing process flows from user insights for system or technical implementation projects is a plus.

• Knowledge or proven experience in user journey storytelling through visual and impactful methods is a plus.

• Strong collaboration and interpersonal skills to work effectively with cross-functional teams.

• Ability to thrive in a fast-paced, dynamic environment and manage multiple projects simultaneously.