Senior Manager, Guest Experience Management

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 the steward of Mandai Wildlife Reserve, a unique wildlife and nature destination in Singapore that is home to world-renown wildlife parks which connect visitors to the fascinating world of wildlife. The Group is driving an exciting rejuvenation plan at Mandai Wildlife Reserve, adjacent to Singapore’s Central Catchment Nature Reserve, that will integrate five wildlife parks with distinctive nature-based experiences, green public spaces and an eco-friendly resort.

Job Duties and Responsibilities

• Develop, refine and maintain end-to-end guest journey maps with a strong focus on physical, on-site experience touchpoints across the Mandai precinct

• Identify, prioritise and address physical experience gaps through guest observations, operational insights, feedback data and cross-functional input, ensuring that interventions respond to both guest needs and business priorities.

• Design and redesign high-touch physical experiences for different guest segments, including arrival and orientation, wayfinding, queue management, dwell zones, memory-making moments, programme touchpoints and pre-/in-/post-park engagements.

• Facilitate stakeholder workshops/meetings to translate guest insights into practical experience concepts, standards, prototypes and implementation plans.

• Plan, manage and deliver experience design projects from concept to implementation, including project scope, timelines, milestones, budgets, risks, dependencies and stakeholder coordination.

• Work closely with Operations, Animal Care, Retail, F&B, Facilities, Marketing, Programming and other business units to ensure experience designs are integrated, executable and aligned across the guest journey.

• Develop business cases, concept narratives, experience briefs and implementation recommendations to support management approval for experience enhancements.

• Establish measures, dashboards and post-implementation reviews to track the effectiveness of experience initiatives, including guest satisfaction, operational usability, service consistency and commercial outcomes where relevant.

Job Requirements

• Minimum Degree in user design, consumer psychology, technology or related field

• At least7years of experience in user design or customer experience field

• Possess strong interpersonal skills so as to influence others, negotiate and persuade while maintaining trust and confidence

• Able to synthesise perspectives and clearly articulate ideas through verbal or visual means

• Proven track record in leading projects through ideation, prototyping and implementation

• Adaptable, flexible and willing to grow in an evolving organization and work scope

• Able to work with multiple projects and tight deadlines