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

Join us at Miral Experiences! Miral Experiences is a region’s leader in the management and operation of world-class, award-winning immersive attractions and experiences across Abu Dhabi. Our diverse portfolio includes some of the most iconic entertainment and leisure destinations, including 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, and TeamLab. Phenomena Abu Dhabi, and CLYMB™ Abu Dhabi, as well as cultural treasures like Qasr Al Watan. We specialize in crafting unique experiences that cater to all tastes and ages, delivering a seamless blend of thrills, joy, and discovery. Our attractions are designed to ignite the imagination and create unforgettable memories for visitors from around the world. Whether you're seeking excitement, relaxation, or cultural enrichment, we offer something for everyone. Role Overview Miral Experiences is seeking an innovative and results-driven Head of Operational Innovation to lead the development, testing, implementation, and scaling of operational and guest experience improvements across our portfolio of world-class theme parks and attractions. Reporting to the Senior Director of Innovation, this role will 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. The successful candidate will 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, cha

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, cha

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. 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. 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. 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. 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.