Senior Manager, Global UXUI Experience Design - Design Ops

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 critical role will be focused on evolving our program’s design practices by optimizing current workflows and processes to deliver high quality design solutions at scale with a multi-disciplined Global UXUI Experience Design team.

This role will play a critical role driving operational efficiency and efficacy focused on process standardization, resource planning, developing performance behaviors and cultural drivers to ensure consistency of approach and workflow alignment with Universal Destinations & Experiences business strategies and Global Experience Principles.

MAJOR RESPONSIBILITIES:

Elevate Global UXUI Experience Design Program

• Improve and reinforce effective, consistent design process and project workflow management practices in alignment of UDX business strategies across multiple workstreams.
• Manage and standardize the end-to-end experience design processes and tools across Digital &Technology Value Stream as well as Global Marketing Commercial Scrum team models.
• Ensure continuity of the Global UXUI Experience Design with implementation of consistent end-to-end design processes, development and execution of Global UXUI Experience Design program roadmap.
• Ensure that all tools and processes meet Legal, License Partner and Security standards.
• Report, measure and ensure key performance indicators (KPIs) are met and exceeded, based on the experience designs delivered.
• Ensures smooth handoff of deliverables from creative and respective Technology, Digital, Marketing and Brand Creative teams and/or vendors.

Department Culture, Leadership & Collaboration

• Strong people leader and vocal champion focused on achieving operational excellence and superior guest experience advancements with a high-performing experience design team to achieve and exceed goals and objectives.
• Team communication, planning, briefing, and ensure high quality concerning design projects and activities
• Promote a positive and inclusive design culture within the company and create a strategy for how the team will collaborate with other teams across the organization.
• Ensure new employees are integrated into the Global UXUI Experience Design team through orientation and resource training to ensure consistency in our design practices.
• Amplify the team’s innovative experience design execution through experience design award entries.
• Enable operational initiatives to promote cultures of continuous learning and growth

Budget, Partner & Vendor Management

• Manage initial and ongoing relationships with vendors and outside service providers as it relates to Experience Design and UX Research implementation.
• Ensure consistent, cross-functional communication across the Global UXUI Experience Design team to include Global Product Management, TMO, Technology, Digital Experience & eCommerce, Business Operations, Marketing, Creative, Revenue Operations, Legal, License Partners and Finance relative to key business decisions and customer engagement
• Engage and provide relationship management with Marketing & Sales, Digital & Technology, Universal Creative and Product & Experience and Destination partners as a key stakeholder, ensuring quality and timeliness of deliver, integration with other projects and overall cost management.
• Manage time tracking, financial responsibilities relative to budget allocation of Global UXUI Experience Design team.

Global Design System Governance

• Elevate and evangelize the Global Design System, ensuring Design System Governance across all design workstreams and ensure User Research practices are infused across all design activities.
• Amplify value by working cross functionally to socialize and communicate the value of GDS with other teams and functions.
• Accountable for staying within ag