New

Director, Guest Experience - Lakehouse

KPMG
$147000.00-$257000.00
life insurance, 401(k)
United States, Florida, Orlando
Oct 16, 2026
Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today's most important industries. Our growth is driven by delivering real results for our clients. It's also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, it's no wonder we're consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Seramount, Fair360 and others. If you're as passionate about your future as we are, join our team. KPMG is currently seeking a Director, Guest Experience to join our KPMG Lakehouse organization. Responsibilities: Establish and execute the strategic vision for the Lakehouse guest experience; identify opportunities to innovate and enhance participant engagement across the complete guest journey, from pre-arrival through departure Oversee guest feedback and experience measurement programs, including survey strategy, reporting, analytics, Qualtrics platform utilization, and AI-enabled insights; translate data into actionable recommendations that improve the participant's experience and operational effectiveness Provide strategic oversight for activity programming, networking opportunities, wellbeing experiences, cultural initiatives, community impact activities, and engagement touchpoints that enhance the Lakehouse experience beyond the classroom Partner with internal and external stakeholders to ensure alignment, operational readiness, and consistent delivery of the Lakehouse experience; serve as a key advisor to leadership on participant needs, emerging trends, and experience initiatives Lead strategic initiatives and special projects that support Lakehouse priorities, sustainability initiatives, process improvement, risk management compliance, and operational excellence Lead, coach, and develop a high-performing guest experience team; establish priorities, manage workloads, support career development, and foster a collaborative and inclusive culture Act with integrity, professionalism, and personal responsibility to uphold KPMG's respectful and courteous work environment Qualifications: Minimum ten years of recent progressive leadership experience in hospitality, guest experience, customer experience, event operations, learning environments, destination management, or related fields Bachelor's degree from an accredited college/university Proficiency in creation and implementation of feedback mechanisms Demonstrated experience leading teams and managing complex stakeholder relationships Strong analytical skills as well as advanced organizational, leadership and communication skills Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future; KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa) For this current opening, our target hiring salary range is $147000 to $257000 based on the immediate requirements and scope of the role. The current full market salary range for this job level is disclosed below. This broader range represents potential future income growth available over the course of a career in this position. Potential income growth is determined based on relevant factors such as skills, performance, job responsibilities, experience, certain degrees and certifications, and market considerations. KPMG LLP and its affiliates and subsidiaries ("KPMG") complies with all local/state regulations regarding displaying salary ranges. If required, the ranges displayed below or via the URL below are specifically for those potential hires who will work in the location(s) listed. Any offered salary is determined based on relevant factors such as applicant's skills, job responsibilities, prior relevant experience, certain degrees and certifications and market considerations. In addition, KPMG LLP is proud to offer a comprehensive, competitive benefits package, with options designed to help you make the best decisions for yourself, your family, and your lifestyle. Available benefits are based on eligibility. Depending on job classification, standard work hours, and years of service, KPMG LLP provides a Total Rewards Package that includes 401(k) and medical and may include dental, vision, disability and life insurance, personal well-being and Personal Time Off. Additionally, each year KPMG publishes a calendar of holidays to be observed during the year depending on your job classification and entity affiliation. Additional details about our benefits can be found towards the bottom of our KPMG US Careers site at Benefits & How We Work. Follow this link to obtain salary ranges by city outside of CA: https://kpmg.com/us/en/how-we-work/pay-transparency.html/?id=5305_9_26 KPMG LLP and its affiliates and subsidiaries ("KPMG") is an equal opportunity employer. KPMG complies with all applicable federal, state, and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race/ethnicity, color, creed, religion, age, sex/gender, national origin, ancestry, citizenship status, marital status, sexual orientation, gender identity or expression, disability, pregnancy, childbirth or other related condition, military/veteran status, genetic information, status as a victim of domestic violence or sexual abuse or any other legally protected status. The attached link contains further information regarding the firm's compliance with federal, state, and local recruitment and hiring laws KPMG recruits on a rolling basis. Candidates are considered as they apply, until the opportunity is filled. Candidates are encouraged to apply expeditiously to any role(s) for which they are qualified that is also of interest to them. Los Angeles County applicants: Material job duties for this position are listed above. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, and safeguard business operations and company reputation. Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.