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:Focuses on developing digital strategies that evolve and enhance our Guest and Team Member journeys and help identify areas for innovation and transformation across Universal Destinations & Experiences (UDX). Evaluating the full end-to-end lifecycle, from pre-arrival, to onsite, to next visit, provide guidance on strategic program concepts across the continuum of Guest and Team Member interactions and support the development of short, mid- to long-term experience visions.This role will help draw the strategic connections across our product portfolio and assist with the holistic planning of new initiatives aimed at advancing the business, achieving program goals, and delivering world-class experiences that are industry leading. Act as a key partner within the operations to lead department alignment, support business enablement, and champion inclusion and transparency across the divisions. Strong emphasis on industry trends, cross-functional collaboration, executive communication, and creativity across highly complex environments.MAJOR RESPONSIBILITIES:STRATEGIC PLANNING AND JOURNEY MAPPINGIdentify areas of opportunity to innovate, remove friction, and drive business results across Guest and Team Member experience journeys.Develop experience visions that support department goals, influence strategic planning, and strengthen the overall experience and product portfolio.Build journey personas to help identify and design for diverse audiences and provide valuable insights into experience requirements for strategic planning.Assist in the development of digital experience strategies over a multi-year horizon integrated across UDX, inclusive of New Ventures.Responsible for assessing the end-to-end journey for new initiatives across the company; inclusive of modernizing the experience, relieving pain points, and creating a unique, compelling, seamless experience.Partner with Operations to baseline, improve, and enhance the suite of digital tools and Guest interaction systems, processes, and resources.Assist with integrated long-range planning for strategic customer experience initiatives.Develop key digital innovation concepts and platforms to address Guest and Team Member experience and business growth.Understand business goals and opportunities to ensure customer vision and strategies align with customers' needs and enable business revenue streams and growth.Stay connected and ahead of industry trends and competition in the marketplace to enable integrated innovation into customer experience strategies and capabilities.CROSS-FUNCTIONAL LEADERSHIP/COLLABORATION:Lead collaboration, gain alignment and partner on the development of Guest and Team Member experience planning and strategies across internal teams at UDX including but not limited to: Technology, BAIE, Corporate Strategy, Business Development, Operations, Marketing & Sales, Creative, Revenue Operations and Finance.Partner with Transformation Management Office and Product teams to ensure strategies and concepts align with goals for the organization.Provide day-to-day leadership for the cross-functional team in the design and planning of strategies and capabilities aimed at addressing customer friction points to achieve superior Guest and Team Member satisfaction and business growth.Lead and facilitate the advancement of business capabilities and growth of digital solutions within UDX.EXECUTIVE COMMUNICATIONS & VISION DOCUMENTSCreate experience strategy documents that clearly layout the intended vision, area of focus, proposed experience, and business benefits.Draft clear and concise experience roadmaps that articulate prioritization, sequence justification, and added value at each initiative milestone.Partner with other internal teams to create executive-level summaries of current and future workstreams for accurate and ongoing communications.DEPARTMENT LEADERSHIP & DEVELOPMENTAchieve operational excellence and superior Guest and Team Member experience advancements by building a high-performing team to achieve and exceed goals and objectives.Manage and lead the internship program bringing in the best talent for shifting project needs.Supervise and mentor direct reports/Team Members across the department in day-to-day management of work.SITE LEADERSHIP & SUPPORTAssist in the testing, deployment, and sustainment of new experiences both onsite and virtually.Conduct site visits for project research, industry benchmarking, project planning, and product activationsUnderstands 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 is required. Advanced degree preferred. Undergraduate degree (preferred) in marketing, engineering, design, technology, analytics or related fields.EXPERIENCE:7+ years in progressive transformation, business operations, technology enablement, innovation or design leadership.Expert in customer experience strategy development.Experience in large-scale operations (e.g., Theme Parks, Travel, Entertainment).Experience in transformation initiatives.Experience in consumer, enterprise, and experience technologies.Experience in project team leadership and large-scale program planning and implementation.Experience in stakeholder and partner management.Experience in executive communication, relationship building and decision making.Excellent analytical, written and oral communication skills, and be able to explain complex concepts both concisely and simply.Proven ability to maintain a high-level of client service.Demonstrated ability to define and execute strategic initiatives.;Or equivalent combination of education and experienceYour talent, skills and experience will be rewarded with a competitive compensation package.Universal Orlando Resort.Here you can.Universal Orlando is an equal opportunity employer. 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