The OMNI Experience Manager is responsible for delivering and continuously enhancing the omni-channel guest experience across Miral Destinations. The role leads the strategy, implementation, optimization, and governance of digital customer engagement solutions including chatbots, conversational AI, mobile applications, social media service channels, messaging platforms, and emerging AI-powered guest experiences.
The position acts as the bridge between customer experience, digital technology, operations, and external partners to ensure seamless, personalized, and innovative guest interactions across all touchpoints. The role is also responsible for driving digital transformation initiatives through Generative AI, Agentic AI, automation, and customer-centric product enhancements.