Orlando, Florida

JOB SUMMARY: The Director, Global UXUI Experience Design role is a core member of the Global UXUI Experience Design Group at UPR, focused on advancing a consistent, seamless, and inclusive user experience connecting the immersive physical in park experience through digital touchpoints to drive engagement, conversion, and fan loyalty. This executive will play a critical role in identifying opportunities to enhance and evolve customer engagement by leveraging an established Global Design System to create a seamless user experience and compelling creative solutions for revenue growth through UX research, design, execution, and measurement across the full customer journey. Lead and support the development of short, mid-long-term strategies focused on driving business results and experience strategies across our 5 Global Theme Park destinations with a primary focus on the development of a new Theme Park at Universal Orlando Resorts opening soon. Interface with key partners across Universal Parks & Resorts and NBC Universal as a subject matter expert to identify new product opportunities and innovations for the guest & team member experience. 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 UPR Global Experience Design vision and strategies across the consumer journey with a focus on identifying customer challenges to help improve the user experience.               
  • Design and define end-to-end experiences and enhancements across all customer touch points and channels in partnership with the Global product team. Projects will include new product launches, customer facing channel enhancements and capabilities that evolve Universal Park’s & Resort’s experiences to align with our Global Brand standards and Experience Principals.
  • 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.
  • Drive solutions for key business decisions with and through the organization to enable alignment and collaboration as new products or enhancements roll out.
  • Act as the subject matter expert and business owner of new products and UXUI solutions with product & creative teams to support the end-to-end experience.
  • 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.
  • Achieve operational excellence and superior guest experience advancements by building and sustaining a high-performing UXUI product design team to achieve and exceed goals and objectives.
  • 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.

MEASUREMENT & ANALYTICS                                                                        

  • Lead our team’s Usability Testing Program to test hypothesis and experimental design work that will transform and enhance the Universal Parks user experience as well as to identify design problems, uncover opportunities for improvement and learn about the target user’s behavior and preferences.
  • Advance our team’s Usability Testing Program and integrate insights and learnings within the company’s Analytics Center of Excellence Steering Committee.
  • Data-driven with measurable results and use findings as a positive focal point for collaboration and product design evolution.
  • Collect and analyze KPIs to make informed recommendations for UX/UI improvements.
  • Conduct qualitative and quantitative user research, interviews, usability testing, and other research methods and data analysis techniques.
  • Have a passion for refining design solutions based on testing practices and results, collaborating directly with consumer insights, analytics and research teams as well as product and technology teams.
  • Align design decisions with high-level organizational strategies, KPI/OKRs, and business objectives.

LEADERSHIP AND COLLABORATION                                                             

  • Lead teams to define and develop user-centered design experiences in partnership with Creative and Technology teams across all Global platforms (web, mobile, interactives games and immersive technologies)
  • Lead and coach a highly collaborative and talented Global UXUI team of internal UXUI Designers, Copy 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 across our digital platforms.
  • Ensure consistent, cross -functional communication across marketing and experience teams to include IT, Business Operations, Marketing, Creative, Revenue Operations and Finance relative to key business decisions and customer engagement.

VENDOR MANAGEMENT                                                                                 

  • Manage initial and ongoing relationships with vendors and outside service providers as it relates to Experience Design and UX Research implementation.
  • Engage and provide relationship management with marketing, creative and technology partners as a key stakeholder, ensuring quality and timeliness of deliver, integration with other projects and overall cost management.

Understands 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 required from a four-year college or university. Undergraduate degree (preferred) in User Experience, Experience Design, Marketing Technology, Graphic Design, UX Research, Human Centered Interaction and/or Interaction Design.

 

EXPERIENCE: 10+ years of experience with demonstrated leadership in digital design as a creative, IA, UX, CD or visual designer in a progressive technology enablement, innovation, or marketing organization. Experience with immersive technologies, ecommerce sites in the travel and hospitality sector, rewards/engagement and loyalty programs are a plus.  Must present a portfolio of work that illustrates strong UX, visual design and interaction design excellence or equivalent combination of education and experience.

  • Experience with UX Research, facilitating focus groups, developing questionnaires with clickable prototypes to tests hypothesis and identify design problems. Synthesize learnings and prepare reports to uncover opportunities to improve the user experience.
  • Possess diverse knowledge and skill set with an advanced understanding of analytics and testing tactics.
  • Experienced in multiple areas, conversion funnels, analytics, data science, statistics, and/or behavioral economics/psychology.
  • Experience with Agile development methodologies
  • Demonstrated success in managing large-scale, omni-channel digital design and development initiatives
  • Basic understanding of front-end development technologies (CSS,HTML, JavaScript, etc.)
  • Excellent verbal and written communication – must be able to present an analytical point-of view clearly and concisely to multiple stakeholders and influence creative and technical partners

Preferred:

  • Hands-on experience managing usability testing programs for in house teams using
  • User Zoom, Adobe Target and Experience Manager – or other enterprise testing platforms (e.g.
  • Hands-on experience with Adobe Analytics, Tableau, and other data analysis tools.
  • Senior-level presence in order to inspire trust and confidence in direct reports and stakeholders.

 

ADDITIONAL INFORMATION: Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.


Your talent, skills and experience will be rewarded with a competitive compensation package.


Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means. 


Universal Orlando Resort. Here you can.

 

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Orlando, Florida

Universal Orlando Resort is a unique vacation destination that is part of the NBCUniversal Comcast family. For more than 25 years, Universal Orlando has been creating epic vacations for the entire family – incredible experiences that place guests in the heart of powerful stories and adventures. 

 

Universal Orlando’s three theme parks, Universal Studios Florida, Universal’s Islands of Adventure and Universal’s Volcano Bay, are home to some of the world’s most exciting and innovative theme park experiences – including The Wizarding World of Harry Potter – Hogsmeade and The Wizarding World of Harry Potter – Diagon Alley. Universal Orlando’s on-site hotels are destinations unto themselves and include Loews Portofino Bay Hotel, the Hard Rock Hotel, Loews Royal Pacific Resort, Loews Sapphire Falls Resort, Universal’s Cabana Bay Beach Resort, and Universal’s Aventura Hotel. Its entertainment complex, Universal CityWalk, offers immersive dining and entertainment for every member of the family.

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