Guest Experience Strategy & Design Manager

Mandai Wildlife Group; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

Mandai Wildlife Group is seeking a seasoned Experience Designer to elevate the on-site guest journey across Mandai Wildlife Reserve in Singapore. You will lead end-to-end design, from concept through implementation, coordinating with Operations, Animal Care, Retail, F&B, Facilities, Marketing and Programming teams.

The role requires a minimum degree in user design or related field and at least 7 years of experience in UX or customer experience, with strong interpersonal skills and a proven track

Qualifications

• Minimum Degree in user design, consumer psychology, technology or related field.
• 7+ years of experience in user design or customer experience field.
• Strong interpersonal skills to influence others, negotiate and persuade while maintaining trust.
• Able to synthesise perspectives and articulate ideas verbally or visually.
• Proven track record leading projects through ideation, prototyping and implementation.
• Adaptable and willing to grow in a evolving organization and work scope.
• Able to manage multiple projects and tight deadlines.

Responsibilities

• Develop, refine and maintain end-to-end guest journey maps with a focus on on-site touchpoints.
• Identify and address physical experience gaps using observations, data and cross-functional input.
• Design and redesign high-touch physical experiences for guest segments and touchpoints.
• Facilitate stakeholder workshops to translate insights into practical concepts and plans.
• Plan and deliver experience design projects from concept to implementation with scope, timeline and budget.
• Collaborate with Operations, Animal Care, Retail, F&B, Facilities, Marketing and Programming to ensure integrated designs.
• Develop business cases, experience briefs and implementation recommendations for approvals.
• Establish measures and reviews to track guest satisfaction, usability and outcomes.

Skills

Interpersonal skills

Influence & persuade

Verbal & visual communication

Project leadership

Time management

Cross-functional collaboration

Education

Bachelor's degree in UX design or related field

Job description

Mandai Wildlife Group is seeking a seasoned Experience Designer to elevate the on-site guest journey across Mandai Wildlife Reserve in Singapore. You will lead end-to-end design, from concept through implementation, coordinating with Operations, Animal Care, Retail, F&B, Facilities, Marketing and Programming teams.

The role requires a minimum degree in user design or related field and at least 7 years of experience in UX or customer experience, with strong interpersonal skills and a proven track