Senior Manager -Experience Governance

Job OverviewThe Destination Experience Governance Senior Manager is accountable for governing, assuring, and continuously improving destination level experience standards and guest experience actions across Miral assets.The role acts as the custodian of experience governance, ensuring that approved experience intent and service design outputs are translated into clear, measurable, and governable standards, and that deviations from those standards result in clearly defined, owned, and tracked actions.This role does not design guest experiences, define service models, or deliver initiatives. Instead, it provides structure, transparency, and accountability, ensuring that:• Standards are consistently applied• Actions are clearly agreed when issues arise• progress is monitored and escalated where required, while delivery ownership remains with Operations and Assets.Success is measured by clarity of standards, consistency of application, effectiveness of action follow through, and improved guest outcomes.Job ResponsibilitiesEnsure destination experience standards exist, are clear, and remain aligned to approved experience and service designAct as custodian of all destination experience and service standards, maintaining a single source of truth.Formalise approved experience intent and service design outputs into clear, measurable standards.Define what is mandatory vs flexible within standards to support consistency without over prescription.Govern the lifecycle of standards, including approval, versioning, change, and retirement.Ensure standards remain relevant as guest expectations, assets, and operating models evolve.Define how experience standards are monitored, assured, and reviewed.Partner with Experience Audit & Quality and Consumer Insights to assess Compliance, Consistency and Experience riskIdentify patterns of degradation, systemic gaps, or repeat failure.Surface experience risks and non compliance through established governance forums.Govern experience improvement actions arising from Standards non compliance, Experience audits, Consumer insights and VoGEnsure actions are Clearly defined, Assigned to named accountable owners and Time bound with realistic milestonesMaintain end to end visibility of action status across destinations.Escalate stalled, high risk, or recurring issues through governance forums.Ensure actions are closed with evidence, not assumptions.Work closely with Consumer Insights to interpret VoG, reviews, complaints, and qualitative feedback.Use insight to Prioritise standards requiring attention and Trigger action where experience risk is highestEnsure insights lead to decisions, not reports.Close the loop by feeding action outcomes back into standards and governance.Use audit findings and action outcomes to recommend Refinement of standards, Simplification where standards hinder delivery and Removal of outdated or redundant standardsIdentify when issues indicate A standards failure, A service design issue, An experience intent gapFeed learnings back into Service Design (operability issues) and Experience Design (experience intent refinement)Excellent stakeholder management and facilitation skills across Design, Operations, Assets, and Corporate functions. Strong written and verbal communication skills, suitable for multi national teams. Fluency in English.Clearly communicate standards, governance decisions, and action status to Assets and Functions.Facilitate alignment sessions where standards or actions materially impact operations.Ensure clarity of Decision rights, Accountability and Escalation pathsAct as a trusted, neutral governance partner — not an enforcement body.Job Essential • Bachelor’s degree in Operations, Hospitality Management, Business, Quality Management, Service Excellence, or a related discipline.• 8–10+ years’ experience in experience governance, standards management, service excellence, quality assurance, or similar roles. • Proven experience influencing across multiple assets or functions without direct delivery ownership.• Strong expertise in experience governance, standards stewardship, and assurance frameworks. • Ability to translate design outputs into clear, measurable, and governable standards. • Strong capability in action governance, including tracking accountability, progress, and risk without owning delivery. • High analytical and judgement skills, with the ability to identify systemic issues and prioritise matters requiring escalation. • Excellent stakeholder management and facilitation skills across Design, Operations, Assets, and Corporate functions. • Strong written and verbal communication skills, suitable for multi national teams. • Fluency in English.