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:

The Manager, Consumer Insights – Guest Satisfaction, is responsible for leveraging quantitative research to understand current and future Universal Destinations & Experiences guests, primarily in the realm of existing guest satisfaction surveys. They translate complex business objectives into actionable research, from survey design to analysis, and deliver meaningful insights that inform strategic decisions. This role requires strong problem-solving skills, client management, and the ability to turn data into clear, impactful narratives.

MAJOR RESPONSIBILITIES:

• Data & Interpretation
  • Execute and adapt analytical plan based on survey results
  • Cross-tabulate data and produce data banners for descriptive statistics, optimized for client readability and report production
  • Conduct and interpret statistical significance testing (t-test, z-test, ANOVA)
  • Conduct predictive analytics (linear regression)
  • Conduct dimension reduction with guidance / input from manager (principal components & factor analysis)
  • Recognize and integrate disparate data sources, including qualitative data
• Research Design
  • Develop research outline/timeline to clearly articulate what is to be covered in the research design.
  • Work through the research approval process to ensure research supports the overall goals and objectives of the organization.
  • Design methodologies and develop research tools (surveys, discussion guide, etc.) that best suit the needs of the research.
  • Select appropriate question types for analysis & respondent experience.
  • Consider & account for cultural differences & biases that may influence response patterns and data interpretation.
  • Anticipate & proactively correct potential analytical setbacks.
• Presentation & Reporting
  • Consider client readability, with visualizations appropriately matched to the data
  • Independently build reports to address strategic questions
  • Develop data-backed strategic recommendations
  • Identify appropriate forum for presentation
  • Adapt verbal & written presentations based on the specific audience
• Team & Stakeholder Partnership
  • Communicate with internal clients to understand their research objectives
  • Support junior staff in developing their expertise in survey research.
  • Manage client relationships (M&S, BAIE, Creative, Operations, and Finance)
  • Prioritize individual projects and project timelines
  • Participate in team sharing sessions focused on research findings, but also share interesting and unique research methodologies/survey designs used
  • Manage vendor relationships and contract / sourcing processes
  • Serve as an information source for analysts, but also across the department while employing a mindset of process improvement with an eye toward the future and changing trends.
• Survey Programming & Data Cleaning
  • Implement advanced programming logic & survey flow.
  • Optimize respondent experience for maximum data quality.
  • Consider final data structure to optimize programming for data cleaning, restructuring, and analysis.
  • Devise & perform respondent data quality checks
  • Prepare data file for analysis, including variable creation/manipulation, labeling, coding, and outlier removal
  • Independently weight sample data to appropriate population proportions
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training, and team member involvement activities.
• Perform other duties as assigned.

EDUCATION:

• Bachelor’s degree in Marketing Research, Marketing, Mathematics, Statistics, Anthropology, Sociology, Advertising, Psychology, or related discipline, required.
• Master’s degree in Marketing Research (MMR), Survey Research, Mathematics, Statistics, Business Administration (MBA), or related discipline is preferred.

EXPERIENCE:

• 6+ years of progressive experience in market research/consumer insights in a client-side or supplier-side role
• 2+ years managing people preferred, and 5 years managing projects required.

ADDITIONAL INFORMATION:

• Proficiency in SPSS (or similar statistical analysis software) and Microsoft Office
• Excellent written and verbal communication and presentation skills
• Demonstrated ability to independently conduct ad hoc analyses with minimal guidance and minimal precedent
• Demonstrated ability to produce timely, synthesized, easily understood reports, slide decks, and deliverables reflecting a high degree of critical thought
• Demonstrated ability to design, execute, analyze, and communicate the research process and results to a wide variety of audiences
• Ability to troubleshoot clients with minimal guidance and supervision
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement. 

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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