What does an executive team lead guest experience do?

1 Main responsibilities

As an executive team lead guest experience, you are responsible for setting the vision, strategy, and standards for the customer experience in your organization. You collaborate with other executives, managers, and teams to align the customer experience with the business goals, values, and brand identity. You also monitor and measure the customer satisfaction, loyalty, and feedback, and use data and insights to identify and implement improvements. You also lead and coach a team of guest experience specialists, who are in charge of designing, executing, and testing the customer journey across different platforms, channels, and stages.

2 Required skills and qualifications

To become an executive team lead guest experience, you need to have a combination of skills and qualifications that demonstrate your expertise and leadership in customer experience. You typically need to have a bachelor's degree or higher in a relevant field, such as marketing, business, or psychology. You also need to have several years of experience in customer experience management, design, or research, preferably in a senior or leadership role. You need to have strong skills in communication, collaboration, problem-solving, and decision-making. You also need to have a deep understanding of customer behavior, needs, and expectations, as well as the tools and methods to measure and improve the customer experience.

3 Challenges and opportunities

Being an executive team lead guest experience can be challenging and rewarding at the same time. You face challenges such as managing multiple stakeholders, balancing competing priorities, adapting to changing customer preferences, and ensuring consistency and quality across the customer journey. You also have opportunities to make a positive impact on your customers, your organization, and your industry. You can influence the customer experience culture, innovation, and differentiation in your organization. You can also network and learn from other customer experience leaders and experts in your field.

4 Career path and progression

If you are an executive team lead guest experience, you have a variety of career options and opportunities to advance your career. You can move to a higher-level executive role, such as a vice president or a director of customer experience. You can also switch to a different industry or sector that values customer experience, such as hospitality, retail, or technology. You can also pursue further education or certification in customer experience, such as a master's degree or a professional credential.