Manager Digital CX & E-Commerce

Company Description

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

Comcast NBCUniversal has announced its intent to create a new publicly traded company ('Versant') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content. The spin-off is expected to be completed during 2025.

Job Description

The Manager Digital CX & E-Commerce is responsible for destination programs that evolve the Universal Studios Hollywood business, improving the entire guest digital journey inside and outside of the Park. This role is constantly looking forward with partners across Universal Destinations and Experiences to identify, solution and deliver improved guest experiences in the medium- and long-term. This role puts the guest first and has a high focus on ownership, diving deep to understand our guests, advocating on their behalf, and clear consistent internal communications.

Responsibilities Include:

Destination Programs

• Gather and leverage data to uncover and articulate pain-points and opportunities to improve the Universal Studios Hollywood guest experience across website, mobile app, store, guest account and acquisition.
• Collaborate with Universal Destinations and Experiences partners on solutions to solve for these needs.
• Prioritize, track development and drive deployment of enhancements, measuring and reporting on their impact and iterating.
• Serve as the subject matter expert on the digital evolution of Universal Studios Hollywood, leading the presentation of channel and program performance across Universal Destinations and Experiences.

Guest Experience Champion

• Lead Universal Studios Hollywood into the future by driving new guest experiences through content, e-commerce, personalization, and more.
• Audit journeys off-and-on Universal Destinations and Experiences channels and serve as a champion for Universal Studios Hollywood customers, refining the user journey with a focus on serving our guests in their moment of need and guiding them to the next best action.
• Drive channel experimentation, leveraging first-party data, industry best practices and SMEs across Universal Destinations and Experiences.
• Manage the investigation and resolution of Universal Studios Hollywood website, mobile app and store issues.

Leadership

• Lead and/or participate in recurring performance, strategy and team presentations.
• Contribute to co-workers success by leaning into the Universal Destinations and Experiences culture, helping to solve/eliminate barriers and empowering team members to learn and stretch.

Other Responsibilities

• Deliver against KPIs to achieve OCF goals, Brand Equity Measures, GSAT and TSAT
• Review and monitor websites and trends in digital marketing and E-Commerce.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established policy, procedures, training and team member involvement activities
• Perform other duties as assigned.

Qualifications

QUALIFICATIONS: 

• Establishing a customer centric experience, and building brand loyalty through website and mobile experience execution.
• Possess exceptional understanding of the best practices for online user experience and interface strategies, site usability and user interface design.
• Experiencing establishing and elevating digital measurement and insights, re