Director, Guest Experience – Lakehouse

KPMG LLP; Orlando (FL); On-site; USD 150,000 - 190,000; Full time

Job summary

KPMG LLP is seeking a Director, Guest Experience to join our KPMG Lakehouse organization in Orlando, Florida. You will lead the strategic vision for the guest journey, oversee feedback programs, and partner with stakeholders to ensure exceptional delivery.

The role requires at least ten years in hospitality or related fields, a Bachelor’s degree, and proven ability to lead teams, measure feedback, and translate insights into actions that enhance participant experience and operational excellence.

Qualifications

• Minimum ten years of leadership experience in hospitality or related fields.
• Bachelor’s degree from an accredited college/university.
• Proficiency in creation and implementation of feedback mechanisms.
• Demonstrated experience leading teams and managing complex stakeholder relationships.
• Strong analytical skills and communication abilities.
• Authorized to work in the U.S. without visa sponsorship now or in the future.

Responsibilities

• Establish and execute the strategic vision for the Lakehouse guest experience; identify opportunities to innovate and enhance participant engagement across the complete guest journey.
• Oversee guest feedback and experience measurement programs, including survey strategy, reporting, analytics, Qualtrics and AI-enabled insights; translate data into actionable recommendations.
• Provide strategic oversight for activity programming, networking opportunities, wellbeing experiences, cultural initiatives, and engagement touchpoints.
• Partner with internal and external stakeholders to ensure alignment and consistent delivery of the Lakehouse experience; advise leadership on participant needs and trends.
• Lead strategic initiatives and special projects supporting Lakehouse priorities, sustainability, process improvement, and risk management compliance.
• Lead, coach, and develop a high-performing guest experience team; manage workloads and foster a collaborative culture.

Skills

Leadership

Guest Experience

Analytics

Stakeholder Mgmt

Qualtrics

AI insights

Education

Bachelor's degree

Job description

KPMG is currently seeking a Director, Guest Experience to join our KPMG Lakehouse organization.

Responsibilities:

• Establish and execute the strategic vision for the Lakehouse guest experience; identify opportunities to innovate and enhance participant engagement across the complete guest journey, from pre-arrival through departure
• Oversee guest feedback and experience measurement programs, including survey strategy, reporting, analytics, Qualtrics platform utilization, and AI-enabled insights; translate data into actionable recommendations that improve the participant’s experience and operational effectiveness
• Provide strategic oversight for activity programming, networking opportunities, wellbeing experiences, cultural initiatives, community impact activities, and engagement touchpoints that enhance the Lakehouse experience beyond the classroom
• Partner with internal and external stakeholders to ensure alignment, operational readiness, and consistent delivery of the Lakehouse experience; serve as a key advisor to leadership on participant needs, emerging trends, and experience initiatives
• Lead strategic initiatives and special projects that support Lakehouse priorities, sustainability initiatives, process improvement, risk management compliance, and operational excellence
• Lead, coach, and develop a high-performing guest experience team; establish priorities, manage workloads, support career development, and foster a collaborative and inclusive culture
• Act with integrity, professionalism, and personal responsibility to uphold KPMG’s respectful and courteous work environment

Qualifications:

• Minimum ten years of recent progressive leadership experience in hospitality, guest experience, customer experience, event operations, learning environments, destination management, or related fields
• Bachelor’s degree from an accredited college/university
• Proficiency in creation and implementation of feedback mechanisms
• Demonstrated experience leading teams and managing complex stakeholder relationships
• Strong analytical skills as well as advanced organizational, leadership and communication skills
• Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future; KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa)