Sr. Director, Digital Experience Business ...

Job Description & RequirementsJOB SUMMARY: The Digital Experience team is focused on driving guest and team member experience product strategies to evolve and enhance the Guest experience at Universal Parks and Resorts. This team member will play a critical role in driving the holistic strategic planning of our experience transformation across all teams at Universal Parks & Resorts: Universal Orlando, Universal Studios Hollywood, Universal Studios Japan, New Ventures and Virtual Destinations. Lead and support the development of short, mid- to long-term strategies focused on driving business results, experience and transformation goals. Interface with key partners across the organization and act as a subject matter expert regarding the digital guest & team member experience. Drive critical business decisions with key stakeholders in the organization that align to new digital products and experience enhancements. Lead integration change management efforts across all products and application development for frontline, salaried and executive team members. Lead and manage overall business transformation vendor and coordinate initiatives with internal & external partner teams.MAJOR RESPONSIBILITIES: Business Transformation Leadership Provide Executive Leadership for a team of Business Transformation Managers, internal team members and external partners, responsible for all business transformation activities for UPR Digital Experience. Lead integration of all new Digital products and services initiatives globally across Universal Parks & Resorts Establish and uphold a standardized approach for UPR business transformation and change leadership, to be leveraged consistently across all Digital experience initiatives domestically, globally, and virtually. Evaluate Digital experience near and long-term product roadmaps for all destinations, to ensure alignment with business transformation team goals, objectives and team resource allocation. Manage Senior Executive level communication regarding significant experience enhancements, business integration strategies, and launch readiness plans. Digital Experience Strategy & Integration Drive the implementation of end-to-end Guest experiences across all customer touch points and channels, in partnership with the Digital Product and Digital Technology teams. Projects will include Guest-facing digital product launches and enhancements, team member digital platforms to support Guest service, and new operations & business capabilities. Lead overall program integration across business stakeholder teams, including Digital, Technology, Operations, Finance, Marketing & Sales, Consumer Insights, etc. Manage overarching integration strategies and facilitate executive decision making across stakeholder teams, to achieve alignment and positive outcomes for the business Drive cross-functional business team collaboration, acting as a subject matter expert for digital products and advocating for the Guest and Team Member experience Identify strategies and solutions to address business needs related to people, processes, and technology, to ensure successful launch of new Digital experience products Execution & Change Management Work with the Digital Technology team to comprehensively define, develop, plan and manage the launch of new or revised technology, changes to business processes, changes to team member procedures (including operations, back office and other support personnel). Assess end-to-end business policies, processes, and practices, which currently create friction in the guest experience and implement enhancements to drive customer satisfaction. Conduct change impact analyses to identify needs, risks and opportunities and to establish change management plans for the launch of new digital products; including process improvements, system enhancements, user training, and/or an enhanced product offerings. Drive all digital experience communication to support key partner teams on the journey of planning, developing and implementing new initiatives, and digital products. Ensure operating plans and business processes are well defined and documented to ensure smooth transition in implementation and successful long-term sustainment 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 in Business, Technology, Digital Marketing, Communications, Organizational Development, or a related field is required; Master''s degree preferred.EXPERIENCE: 10+ years in progressive business transformation, technology enablement, and/or digital innovation leadership. Prior Executive level Leadership experience in digital transformations Subject matter expertise in change management and transformation Experience leading multiple, simultaneous large scale initiatives Experience integrating marketing and experience technologies Demonstrated ability to define and execute strategic initiatives Experience leading, coaching, and developing Management teams Experience with Executive stakeholder and partner management Experience with Senior Executive level communication Demonstrated ability to influence strategic direction through business case development, story-telling, and executive presence. Demonstrated ability to drive work and decision-making through executive level facilitation, collaboration and relationship building Excellent analytical and technical skills, with a demonstrated ability to breakdown, solve and explain complex problems and concepts Excellent written and oral communication skills, and be able to explain complex concepts both concisely and simply ADDITIONAL INFORMATION: Partner with external vendor teams to delivery and execute work Work with internal teams across M&S, Technology, Operations, Consumer Insights, Digital, Creative, etc. to integrate and collaborate across the Guest & Team Member experience Travel involved, minimal overall (5-10 per year) Must have technical knowledge and understanding working side by side with the IT team and Technology vendors on a day-to-day basis. In this type of an Agile delivery environment, team members need to speak the technical language in order to effectively (1) establish the program/product roadmap, (2) support ongoing development efforts by leading and participating in daily/weekly development planning sessions, (3) document functional and technical requirements, and (3) participate in product acceptance testing. In addition to these core activities, it''s also important to note that the new products & services we are creating as part of the work are heavily influenced by innovative and emerging technologies. So in order to establish a program/product strategy, these roles need to be able to assess different technologies used in the marketplace, to determine fit with our vision, as well as to evaluate strategic feasibility from a cost, value, and operational perspective. Team Member will identify and develop interaction model, interaction design and user experience for Guests and Team Members. It is about fusing the physical (theme park, rides, tickets, etc.) with the digital (mobile, web, mobile web) to create the interaction. These experiences need to be integrated across software and hardware (devices). In order to develop what it is, what it looks like and how it works together, these roles must be savvy with knowing and understanding how technology will be leveraged in order to create an experience that is connected and holistic and not segmented for Guests and Team Members. Without the technology knowledge and understanding, we would create individual interactions and not thread the experience together. That is the complex part of the work. 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.Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2022 Universal Studios. All rights reserved. EOE

Created: 2025-11-01