Senior Manager, Digital CX Strategy

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 Senior Manager, Digital Consumer Experience (CX) Strategy is responsible for developing and advancing the new prospect and repeat guest digital experiences, including Web & Mobile App program development for Universal Orlando Resort and Universal Studios Hollywood. This role will blend insights, data and content to optimize upper funnel and mid-funnel touchpoints and micromoments, working alongside a cross-functional group of partners to identify, prioritize and develop new programs and capabilities. The objective of this role is to apply a deep understanding of consumer experience trends and digital channel capabilities to integrate marketing programs and connect the Universal Destinations & Experiences brand and products to the guest.

MAJOR RESPONSIBILITIES:

Digital Channel Strategist

• Drive the development of seamless digital experiences, programs and capabilities for seasonal event campaigns and evergreen programs.
• Define top-level digital strategies to ensure all channels and guest experiences are integrated and meet or exceed business goals.
• Lead brainstorming + tactical plan development and Introspectives in the pursuit of identifying, documenting, prioritizing, and developing improvements to Programs & Capabilities, resulting in interaction and journey maps depicting points of guest engagement across digital channels.
• Deliver integrated Programs & Capabilities for activation in the form of Playbooks & Templates.
• Continually monitor, test, and evolve consumer experiences to be audience-first and developed from a guest point-of-view.
• Align with Channel leaders to identify best practices in digital marketing and consumer technology trends and establish benchmarks for measuring success of digital marketing programs and tactics.

Web & Mobile App Content Strategy

• As the business owner of Web & Mobile App channels, outline experience strategy and business requirements that drive the improvement of upper- and mid-funnel content pages, supporting 1st party data collection initiatives.
• Enhance website and mobile app content efforts to support engagement and movement into shopping pages.
• Grow personalization and optimization efforts on Web & Mobile App to enhance the user experience.

Leadership

• Oversee a Digital CX specialist to drive optimizations and experience enhancements, while balancing responsibilities and prioritization.
• Inspire, lead and grow team members by leaning into the UDX culture, helping to solve/eliminate barriers and empowering them to learn and stretch.
• Partner with departmental leaders to establish a culture of discipline and excellence that values working hard and playing hard, that celebrates the wins, and adopts a positive vision of the future that permeates our daily words and actions.
• Partner with departmental leaders to establish a culture of discipline and excellence that values working hard and playing hard, that celebrates the wins, and adopts a positive vision of the future that permeates our daily words and actions.
• Ensure team is set up to support destination goals and strategies and adjusting as the need arises. Balancing responsibilities and workloads as appropriate.

Organized Capabilities Partnership

• Partner with GMAT & Digital CX Analytics to idenitify and adapt insights, test & learn findings, and analytics feedback into programs and capabilities that are focused on booked guests.
• In partnership with Analytics, develop and implement dashboards that support the functions of the trip delivery journey stage, including post-purchase and in-trip moments.
  Proficient in extracting and analyzing data quickly from Adobe Analytics, Quantum Metric, and Conductor platforms.

Performance Metrics (TBD on annual basis)

• Deliver against KPIs to achieve OCF goals, Brand Equity Measures, TSATUnderstands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
  Performs other duties as assigned.

EDUCATION:

• Bachelor’s degree in Marketing or Communications required;
• MBA strongly preferred.

EXPERIENCE: