Journey Planning Senior Specialist JOB

Job Title: Journey Planning Senior Specialist

Sector: Tourism

Department: Visitor Experience

Section: Journey Design & Development  

Job Purpose

Shape, optimize, and continuously improve the visitor experience across all journey stages – from dreaming and planning to post-visit engagement. Design of seamless, memorable, and world-class visitor journeys that align with the Tourism Strategy and strengthen the destination’s global positioning.

Key Responsibilities

Core Responsibilities

• Design and continuously enhance aspirational visitor journeys across all touchpoints (dreaming, booking, arrival, in-destination, and post-visit). Ensure they are aligned with the Tourism Strategy and deliver world-class experiences.


• Lead in identifying journey gaps and opportunities. Contribute to the development and testing of new experiences, products, and service concepts to elevate visitor satisfaction and engagement.


• Create journey blueprints, roadmaps, personas, and scenarios that seamlessly integrate digital touchpoints (websites, mobile apps, virtual journeys) with physical visitor experiences.


• Analyse visitor behaviour, journey metrics, and satisfaction data to generate actionable insights that guide journey enhancements and inform decision-making.


• Lead journey-focused initiatives from concept through pilot and implementation, ensuring timely delivery, quality outcomes, and alignment with Visitor Experience goals.


• Track, evaluate, and report on the progress and impact of journey initiatives, providing recommendations and updates to the Visitor Experience Director and strategic planning stakeholders.

Shared Activity

• Carry out any other duties and responsibilities related to the role at the request of the direct manager


• Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.


• Demonstrate compliance to organization’s values and ethics at all times to support the establishment of a value drive culture within the organization.


• Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.


• Take an active role in the EHS initiative.


• Adhere to the DCT Occupational Safety and Health policy, regulations, and laws, and provide help to the Corporate EHS in executing the OSHMS.


• Report any incidents, near misses, occupational illnesses, unsafe practices, and conditions immediately to the concerned person and participate in the investigation of OSH incidents, as required.


• Wear the necessary Personal Protective Equipment (PPE) when applicable.

Qualifications & Experience

• Bachelor’s degree in Tourism Management, Business Administration, Marketing, Service Design, or related field.


• 3-5 years of experience in journey planning, service design, customer experience, or related discipline (tourism/hospitality experience is an advantage).


• Strong understanding of customer experience principles, journey mapping, and service design methodologies.


• Experience working with data and visitor insights to inform recommendations is preferrable.

Skills:

• Excellent analytical and problem-solving skills.


• Strong project coordination and organizational skills.


• Ability to translate data into actionable journey enhancements.


• Collaborative mindset and ability to work cross-functionally with digital, operations, and marketing teams.


• Proficient in journey mapping tools and data visualization software is an advantage.


• Creativity and passion for designing exceptional visitor experiences.