Head of Guest Experience Innovation Delivery (Theme Parks & Attractions)

Role Overview

Head of Guest Experience Innovation Delivery at Miral Experiences (Miral Destinations), based in Abu Dhabi. Reporting to the Senior Director of Innovation, this role leads the development, testing, implementation, and scaling of operational and guest experience improvements across a portfolio of world-class theme parks and attractions.

Company Overview

Miral Experiences is a region's leader in the management and operation of world-class, award-winning immersive attractions and experiences across Abu Dhabi. The diverse portfolio includes Ferrari World Yas Island Abu Dhabi, Yas Waterworld Yas Island Abu Dhabi, Warner Bros. World™ Yas Island Abu Dhabi, SeaWorld Yas Island Abu Dhabi, CLYMB™ Yas Island Abu Dhabi, TeamLab Phenomena Abu Dhabi, CLYMB™ Abu Dhabi, and Qasr Al Watan. The company specializes in crafting unique experiences that cater to all tastes and ages, delivering a seamless blend of thrills, joy, and discovery.

Role Purpose

Identify opportunities to enhance the guest journey, improve operational efficiency, and drive business performance through innovative solutions, new ways of working, emerging technologies, and service enhancements. Work closely with Operations, Guest Experience, Commercial, Digital & Technology, and other key stakeholders to transform ideas into practical, scalable solutions that deliver measurable value for guests, colleagues, and the business.

Key Responsibilities

Operational Innovation & Continuous Improvement

• Lead the delivery of operational innovation initiatives across Miral Experiences' parks and attractions.
• Identify opportunities to enhance guest experiences, improve operational performance, increase efficiency, and support commercial outcomes.
• Develop and maintain a roadmap of innovation initiatives aligned with business priorities and guest expectations.
• Assess and prioritize innovation opportunities based on strategic value, guest impact, operational feasibility, and return on investment.

Guest Experience Enhancement

• Drive initiatives that improve key stages of the guest journey, including attraction experiences, queue management, in-park services, customer interactions, and operational processes.
• Utilize guest feedback, operational insights, market trends, and performance data to identify areas for improvement.
• Ensure innovation initiatives enhance overall guest satisfaction while maintaining operational excellence and safety standards.

Programme Leadership & Implementation

• Lead cross-functional teams in the design, testing, piloting, and implementation of innovative solutions.
• Oversee projects from concept development through rollout, adoption, and operational integration.
• Establish governance, success measures, performance indicators, and reporting frameworks for innovation initiatives.
• Ensure operational readiness, stakeholder alignment, colleague capability, and sustainable ownership prior to transition into business-as-usual operations.

Stakeholder Engagement

• Build strong partnerships across Operations, Guest Experience, Commercial, Digital & Technology, and supporting functions.
• Collaborate with attraction leaders to understand operational challenges and identify improvement opportunities.
• Manage relationships with external partners, vendors, consultants, and technology providers where required.
• Present recommendations, business cases, progress updates, and outcomes to senior stakeholders and governance forums.

Innovation Culture & Best Practice

• Champion a culture of innovation, experimentation, and continuous improvement across the organization.
• Monitor industry trends, emerging technologies, and best practices within theme parks, attractions, hospitality, leisure, and entertainment sectors.
• Develop frameworks, playbooks, and standards that support consistent innovation practices across multiple assets.
• Promote data-driven decision-making and continuous performance improvement.

Qualifications & Experience

Essential

• Bachelor's degree in Theme Park & Attractions Management, Hospitality & Tourism Management, Operations Management, Industrial Engineering, Business Management, Experience Design, or a related field.
• Significant experience leading operational improvement, innovation, transformation, or business enhancement initiatives within theme parks, attractions, entertainment, hospitality, leisure, or other high-volume guest-facing environments.
• Proven track record delivering measurable improvements to guest experiences, operational performance, service quality, or business outcomes.
• Strong experience managing cross-functional stakeholders, change initiatives, governance processes, risks, budgets, and implementation programmes.
• Demonstrated ability to translate strategic objectives into practical operational improvements.

Preferred

• Postgraduate qualification in Innovation, Strategy, Operations, Service Design, Digital Transformation, or a related discipline.
• Professional certifications such as PMP, PRINCE2, MSP, Change Management, Design Thinking, or equivalent.
• Experience working across multiple sites, attractions, or large-scale operational environments.
• Experience implementing guest-facing technologies and operational enhancement solutions.

Skills & Competencies

Essential

• Strong understanding of theme park, attractions, hospitality, or leisure operations and the guest journey.
• Ability to identify opportunities for innovation and translate concepts into operational outcomes.
• Excellent stakeholder management and influencing skills.
• Strong analytical and problem-solving capabilities.
• Experience managing innovation initiatives in operational, safety-critical, and guest-facing environments.
• Ability to define and track performance metrics, benefits realization, and continuous improvement opportunities.
• Excellent communication, presentation, and leadership skills.

Preferred

• Knowledge of service design, human-centred design, agile methodologies, or continuous improvement frameworks.
• Experience establishing pilot programmes, testing methodologies, and measurement frameworks.
• International or multi-site operational experience within attractions, entertainment, hospitality, or leisure industries.