Experience Development & Delivery Manager

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

Do you excel at turning complexity into clarity? Are you energized by shaping the customer journey and guest experience aboard our new ships?

We are looking for a Newbuild Experience Development & Delivery Manager to join our team, reporting to the Senior Manager, Experience Development & Delivery.

This role is designed for someone who can cut through complexity, uncover the real challenges behind ambiguous situations, and reframe them into guest-centric experiences that can be brought to life within the physical environment of our ships. You are able to connect customer needs, operational realities, and business objectives, transforming ideas into clear, actionable concepts and deliverables.

Working closely with stakeholders across Hotel Operations, F&B, Entertainment, Retail, Marketing, Newbuild, Architecture, and Design, you will help define, develop, and deliver future guest experiences from concept through execution. You will ensure that every solution is insight-driven, operationally feasible, and aligned with our brand vision and strategic objectives.

Success in this role requires strong understanding of the customer journey, intellectual curiosity, and the confidence to challenge assumptions constructively. You are a trusted partner who can influence diverse stakeholders, elevate the quality of thinking around you, and bring clarity, structure, and momentum to complex projects.

Your Impact

Project Management

• Drive clarity in workstreams by structuring timelines, identifying decision points, and anticipating risks.
• Follow up with stakeholders to ensure progress and alignment.
• Elevate issues early and propose mitigation scenarios.

Strategic Support & Thought Partnership

• Act as a direct strategic partner to the Senior Manager, helping structure thinking, frame problems, and sharpen concept narratives.
• Participate in or lead selected meetings on behalf of Guest Experience Innovation.
• Prepare strategic briefs, decision frameworks, and synthesis documents for înternal conversations.

Narrative Building & Deliverables Presentation

• Craft clear, concise, and strategically sound storytelling materials for leadership forums (on Canva, PowerPoint of other design tools).
• Transform complex information into high-impact narratives.

Cross-Functional Collaboration

• Engage with Hotel Operations, F&B, Entertainment, Retail, Marketing, Newbuild, Architects, and Designers teams to gather insights and shape concepts.
• Lead the development and delivery of new entertainment concepts, experiences, and spaces across our fleet.
• Act as the key link between creative partners, operations, and corporate functions, ensuring alignment and buy-in at every stage.

Your Journey so far

• 5–8 years in strategy, innovation, business design, consulting, or strategic project management.
• Experience in hospitality, cruise, retail, consumer goods, or guest experience is a strong plus.
• Strong background in designing and executing guest-focused experiences, from concept to delivery.
• A balance of creativity and operational know-how, able to dream big and deliver practically.
• Proven track record in managing complex, cross-functional teams (operations, creative, marketing, sales, revenue, communications), with the ability to unite diverse perspectives around a single vision.
• Excellent knowledge of modern visual communication tools (Canva, Adobe Suite, AI-driven creative platforms) to produce compelling visual documents and storytelling assets beyond traditional slide decks.
• Excellent relationship-building skills; able to inspire, influence, and connect across diverse teams.
• Strong storytelling and presentation skills, with confidence at the executive level.Ability to travel 20-30% of the time.Fluent English; additional languages a plus.
• EU Passport or right to work in Switzerland.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await.

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