Head of Innovation Delivery

Operational Innovation amp 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 amp 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 amp 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 amp 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 amp Experience

Essential Bachelor s degree in Theme Park amp Attractions Management Hospitality amp 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 amp 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

Qualifications & Experience 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.

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, & 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.

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