Director, Global UXUI Experience Design

Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY:

The Global UXUI Experience Design team is focused on driving guest and team member experience strategies to evolve and enhance the Guest experience across Universal Destinations & Experiences (UDX). Our mission is to amplify the multi-sensory, immersive resort destination experience and connect the customer journey through compelling, consistent, and seamless experience design solutions. Experience, innovation and creativity are central to our company’s core and this executive will be focused on advancing an inclusive user experience connecting the immersive physical in park experience through digital touchpoints to drive guest engagement, transactional simplicity and fan loyalty.

This executive will play a critical role, overseeing a mid-size team, identifying opportunities to enhance customer engagement of numerous global platform initiatives by leveraging and evolving our company’s Global Design System to create brand distinctive experience design solutions for revenue growth. Lead and support the development of short, mid-long term strategies focused on driving business results, experience strategies through UX research, design, execution and measurement across the full customer journey for our global destinations and new venture businesses. Collaboration with key partners across UDX and NBC Universal as a subject matter expert to identify new product opportunities and innovations for the guest & team member experiences. Direct teams and lead UXUI development with a cross functional team to identify and implement key business decisions with stakeholders in the organization that align to new products, features and capabilities.

MAJOR RESPONSIBILITIES:

• CUSTOMER EXPERIENCE
  
  • Develop strategies and design solutions that support the UDX Global Experience Design vision across the consumer journey with a focus on identifying customer pain points, remove friction and improve the user experience.
  • Design end-to-end experiences across all customer touch points and channels in partnership with the Digital Engagement, eCommerce, Global Product, TMO and Delivery teams. Projects will include new product launches, customer facing channel enhancements and capabilities that align with our Global Brand Standards and Experience Principals.
  • Act as the subject matter expert and business owner of new products and UXUI solutions to support the end-to-end experience.
  • Conduct UX Research and assess end-to-end business processes, and practices, identify and implement enhancements to improve customer satisfaction in effort to deepen loyalty and trust with our guests.
  • Continually challenge the status quo by understanding consumer preference and intent. Champion, communicate and reinforce the Global Experience Design Vision in order to deliver the next paradigm in the immersive customer experience.
  • Drive and influence solutions for key business decisions with and throughout the organization to enable alignment and collaboration as new products or enhancements roll out.
  • Ensure that the designed practices, annual product and consumer targets, and key performance indicators (KPIs) are met based on the experiences delivered. In addition, be responsible for profit and loss as well as operational profitability of the product as influenced by the consumer’s reception and experience.
  • Assess end-to-end business policies, processes, and practices, which currently create friction in the guest experience and implement enhancements to improve customer satisfaction and GSAT.
• DEPARTMENT LEADERSHIP & COLLABORATION:
  
  • Strong people leader focused on achieving operational excellence and superior guest experience advancements by building and upskilling a high-performing experience design team to achieve and exceed goals and objectives.
  • Lead teams to define and develop user-centered design experiences in partnership with Marketing & Sales, Universal Creative, Products & Experience and Digital & Technology teams across all Global platforms (web, mobile, digital signage, interactives games and immersive web3 technologies)
  • Lead and coach a highly collaborative and talented Global UXUI team of internal UXUI Designers, Design Technologists, UX Writers and UX Researchers. Be a vocal Champion and encourage team members to deliver innovative design solutions that improve engagement, conversion and build fan loyalty