Jennifer McLennanSenior Director Design & Development
Jennifer co-leads the Design Thinking and Service Design capabilities on the Design and Development team within Marriott International’s Global Operations. She is a design thinking (DT) practitioner and operations strategist with over 20 years of real service experience within the hotel industry. Jennifer has spent the last four years focused on the application of DT and Service Design, disciplines that involve applying a human-centered problem-solving approach to identify the needs and desires of people to get to innovative, operational solutions. She is passionate about combining her expertise in operations with the creativity of design thinking to ensure customer service solutions are desired by the customer and actionable on behalf of the hotels. Jennifer has applied design thinking to identify customer needs on a variety of service topics including the operational integration of Starwood and Marriott, Hotel of the Future Arrival Experience, Food and Beverage Re-design concepts and many others. Most recently, Jennifer completed her MBA in DT from Philadelphia University, now Jefferson University in Philadelphia, PA.