Senior Customer Experience & User Journey Manager – Major Projects

About the role

The Senior Customer Experience & User Journey Manager will lead the end‑to‑end design, formalisation and operational monitoring of visitor and user journeys for a large semi‑state institution in Rabat. The scope covers information provision, on‑site experience, mobility, reception, accommodation, connected services and event programming.

Key responsibilities

• Coordinate the definition and operational rollout of the overall "Customer/Visitor Experience" strategy.
• Align with technical committees (infrastructure, transport, accommodation, engagement) to ensure homogeneous service standards.
• Unify initiatives across regional offices to guarantee national consistency of service offerings.
• Collaborate with institutional and private actors in tourism, culture and entertainment to enrich the activity catalogue.
• Proactively identify operational friction points or journey breaks and propose resolutions to senior management.
• Produce steering tools such as dashboards and satisfaction KPIs.
• Prepare strategic presentation materials for external decision‑making bodies and international partners.

Required profile

• Master’s level (Bac+5) from a Grande École in Business, Engineering or Political Studies.
• Specialisation or certification in Strategy, Marketing, Customer Experience (CX) or complex project management is a strong asset.
• 8‑10 years of operational experience leading complex, cross‑functional projects involving public and private stakeholders.
• Significant experience in high‑end hospitality, tourism, large leisure/event complexes or visitor‑flow management.
• International exposure or participation in a major territorial attractiveness project is a differentiating advantage.

Required skills