Responsable Senior Expérience Client & Parcours Usagers – Grands Projets

About the role

The organization seeks a senior leader to design, formalize, and operationally manage the end‑to‑end experience of visitors and users across all touchpoints, from pre‑visit information to on‑site services such as mobility, reception, accommodation, connected services, and activities.

Key responsibilities

• Coordinate the creation and rollout of a comprehensive "Customer/Visitor Experience" strategy, translating it into fully operational plans.
• Align with sector technical committees (infrastructure, transport, accommodation, engagement) to ensure homogeneous service standards.
• Unify regional and local initiatives to guarantee national consistency of service offerings.
• Collaborate with institutional and private partners in tourism, culture, and entertainment to enrich the activity catalogue.
• Proactively identify operational friction points or journey breaks across projects and propose resolutions to senior management.
• Develop steering tools (dashboards, satisfaction KPIs) and prepare strategic presentation materials for external decision‑making bodies and international partners.

Required profile

• Minimum Bac+5 degree from a Grande École of Business, Engineering, or Political Studies.
• Specialization or certification in Strategy, Marketing, Customer Experience (CX) or Complex Project Management is a strong asset.
• 8–10 years of operational experience managing complex, cross‑functional projects with multiple 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