Senior Manager, Guest Experience Management

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 least 7 years 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