Global Guest Experience Strategist (Remote)

Placements24; Mossel Bay; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Remote work

Flexible schedule

Career development opportunities

Job summary

Placements24 seeks a highly strategic Global Guest Experience Strategist to lead the guest journey across all touchpoints for a remote-first organization. You will analyze feedback, design innovative solutions, and collaborate with cross-functional teams to drive satisfaction and loyalty from your base in Mossel Bay or anywhere in South Africa.

The role requires deep understanding of customer psychology, excellent data skills, and a creative problem-solving approach.

Qualifications

• 7+ years in guest experience, journey mapping, or service design in hospitality or tourism.
• Strong data analysis to translate insights into actionable strategies.
• Bachelor's degree in Marketing, Psychology, Hospitality, or Business.

Responsibilities

• Design and refine the end-to-end guest journey from booking to post-stay engagement.
• Analyze guest feedback data (surveys, reviews, social media) to identify trends and opportunities.
• Develop and implement innovative strategies to elevate guest satisfaction, loyalty and advocacy.
• Collaborate with marketing, operations and product teams to align guest experience initiatives.
• Create customer journey maps, personas, and service blueprints to communicate insights.
• Promote a customer-centric culture by sharing insights and best practices.
• Stay informed about trends in guest experience, service design and travel.
• Develop and manage KPIs to measure effectiveness of guest experience strategies.
• Facilitate remote workshops and brainstorming sessions for creative solutions.

Skills

Guest journey analysis

Data analysis

Customer psychology

Strategic thinking

Remote collaboration

Stakeholder influence

CXM platforms

Workshop facilitation

Communication

Education

Bachelor's degree in Marketing/ Psychology/ Hospitality/ Business

Tools

CXM platforms

Job description

About the Role

Our client, a leading innovator in the global tourism industry, is seeking a highly strategic and customer-centric Global Guest Experience Strategist to join their fully remote team. This role is pivotal in shaping and enhancing the guest journey across all touchpoints of our client's diverse offerings. You will be responsible for analyzing guest feedback, identifying key areas for improvement, and designing innovative solutions that elevate the overall experience. As a remote-first organization, we thrive on asynchronous communication, digital collaboration, and a results-driven culture. This position requires a deep understanding of customer psychology, exceptional analytical skills, and a creative approach to problem-solving. You will have the autonomy to develop and implement strategies that directly impact guest satisfaction and loyalty, contributing significantly to the company's vision from your home base in Mossel Bay or anywhere else in South Africa.

Key Responsibilities

• Design and refine the end-to-end guest journey, ensuring a seamless and exceptional experience from booking to post-stay engagement.
• Analyze guest feedback data (surveys, reviews, social media) to identify trends, pain points, and opportunities for enhancement.
• Develop and implement innovative strategies and initiatives to elevate guest satisfaction, loyalty, and advocacy.
• Collaborate with cross-functional teams (marketing, operations, product development) to ensure alignment and integration of guest experience initiatives.
• Create compelling customer journey maps, personas, and service blueprints to communicate insights and recommendations.
• Champion a customer-centric culture throughout the organization by sharing insights and best practices.
• Research and stay informed about emerging trends in guest experience, service design, and the travel industry.
• Develop and manage key performance indicators (KPIs) to measure the effectiveness of guest experience strategies.
• Facilitate remote workshops and brainstorming sessions to generate creative solutions for guest challenges.

Requirements

• A minimum of 7 years of experience in guest experience, customer journey mapping, service design, or a related field within the hospitality or tourism sector.
• Proven ability to analyze complex data sets and translate insights into actionable strategies.
• Exceptional understanding of customer psychology and behaviour.
• Strong strategic thinking and problem-solving skills.
• Excellent written and verbal communication skills, with the ability to influence stakeholders remotely.
• Proficiency in customer experience management (CXM) platforms and data analysis tools.
• Experience in designing and facilitating remote workshops and collaborative sessions.
• A Bachelor's degree in Marketing, Psychology, Hospitality, Business, or a related field.
• Self-motivated, highly organized, and capable of managing multiple projects concurrently in a remote environment.

Benefits

• Highly competitive salary and benefits package.
• The freedom and flexibility to work entirely remotely from anywhere in South Africa .
• Opportunity to shape the future of guest experiences for a global brand.
• Access to cutting-edge technology and remote work tools.
• Continuous learning and professional development opportunities.