Job Description

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. Some remote opportunities are available within specific departments. There are also roles that require being on-site full time. You\xe2\x80\x99ll learn more about this during the application process.

JOB SUMMARY: The Senior Manager, Digital Customer Experience (CX) Strategy is responsible for developing and advancing the shopping experience. This role will blend insights, data and content to optimize trip conversion touchpoints, 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 Parks & Resorts brand and products to the guest.

MAJOR RESPONSIBILITIES:

Conversion Program Strategy & Integrated Development

• Drive Journey development for Growing/Stable Trip Conversion programs and capabilities.
• Drive the development of seamless digital experiences, programs and capabilities for Shopping & Purchase programs.
• Define top-level digital strategies to ensure all channels and guest experiences are integrated and meet or exceed Universal Parks & Resorts business goals.
• Use design thinking to lead cross-functional workshops, including expansive and reductive ideation sessions, programming workshops, lookbacks and inspiration sessions.
• Lead collaborative introspective look-backs in the pursuit of identifying, documenting, prioritizing and developing improvements to Programs & Capabilities.
• Deliver integrated Programs & Capabilities for activation in the form of Templates and Playbooks.
• Continually work to modify, improve and move our customer journeys forward to be audience-first and developed from a consumer point-of-view.
• Continually monitor, test and evolve consumer experiences to drive compounding efficiency and effectiveness.
• Partner across the organization to understand painpoints and/or gaps in the activation of campaigns.

Organized Capabilities Partnership

• Aligns digital channels with audience strategy, goals and objectives.
• Partner with the Digital CX Analytics team to identify 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 conversion journey stage.
• Serve as a champion for the consumer experience across all Universal Parks touchpoints, constantly refining the user journey with a focus on serving our Guests in their moment of need and guiding them to the next best action.
• Partner with the Personalization and Test & Learn teams in the identification and prioritization of user stories that support the vision of audience-first delivery programs.

Digital & Guest Experience Champion

• Champion the advancements of conversion programs through the organization.
• Advocate on behalf of the improved programs and capabilities across the organization to assure their use and proper deployment.
• 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.
• Advocate for speed-to-market and optimize for speed of iteration.

Performance Metrics (TBD on annual basis)

• Deliver against KPIs to achieve OCF goals, Brand Equity Measures, TSAT.
• 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\xe2\x80\x99s degree in Marketing or Communications required; MBA strongly preferred.

EXPERIENCE:

• 7+ years of marketing and advertising experience preferably in the travel, entertainment or retail industry.
• Very strong analytical, planning, and critical decision-making skills.
• Out-of-the-box thinker with experience devising and informing content delivery strategies and tactics across the brand\xe2\x80\x99s websites, CRM initiatives, social media, mobile app, online retail channels, sales and trade partners.
• In-depth understanding of marketing analytics, consumer and brand research and ability to turn data into insights to drive engagement, conversion and loyalty.
• A passion for and experience with new technology and media channels, a natural trend spotter for new technologies that play roles in consumer\xe2\x80\x99s lives.
• Cross-functional expertise and the ability to be proactive and thrive in a fast-paced, complex and highly collaborative environment.
• Experience presenting to and working with senior executives.
• Ability to effectively manage change and conflicts, and problem solve in a highly-collaborative environment.
• Strong leadership experience. Ability to inspire and motivate a team of highly intelligent and driven individuals.
• Excellent written and verbal communication skills.
• Experience connecting business strategy and communication strategy to consumer needs and expectations.
• Mastery of basic marketing principles, such as target segmentation, category, value proposition, positioning, and brand strategy.

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.

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Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & \xc2\xa9 2023 Universal Studios. All rights reserved. EOE

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