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 Senior Specialist, CX Innovation supports the development of next-level digital experiences. This role plays a key part in advancing digital capabilities and supporting research and experimentation that enhances how consumers engage with UDX. Reporting to the Senior Manager, CX Innovation, this position collaborates across teams to translate insights into innovate pilot tests.

MAJOR RESPONSIBILITIES:

CX Innovation

• Support the development of innovation initiatives that improve the guest journey, focusing on reducing friction, increasing engagement and expanding our qualified guest database.
• Assist in the creation and refinement of testable concepts, prototypes and pilots that are grounded in guest needs and aligned to strategic opportunity areas.
• Help document and activate against the Build / Measure / Learn cycle by contributing requirements to concepts, collecting feedback, and iterating based on insights.
• Participate in defining guest experience problem statements and mapping opportunities through workshops, design sessions or journey mapping exercises.

Research & Performance Tracking

• Evaluate vendor solutions and attend pitch sessions to identify innovative technology that could enhance the guest experience.
• Partner with Consumer Insights and Digital Analytics teams to analyze guest behavior, test results, and evaluate performance trends tied to Innovation and Web & Mobile App workstreams.
• Contribute to synthesizing insights gathered from tests, research sessions, and behavioral data to inform innovation cycles and ideal-state experience planning.
• Stay curious and informed on emerging trends, technology, competitor experiences and tech shifts that can inspire new and unique opportunities for UDX.
• Support CX Innovation annual planning by helping to organize data, wins, update team OKRs and track initiative progress against strategic goals.

Web & Mobile App Experience Strategy

• Collaborate with cross-functional teams, including Product, UXUI, and Analytics, to advocate for consumer experience enhancements that reflect both the short-term wins and long-term innovation goals.
• Conduct functional user experience QA and participate in UAT to ensure new features and updates meet guest expectations and align with strategic requirements and goals.
• Assist in identifying and refining opportunities across key prospect Web and App touchpoints, integrating Upper- and Mid-Funnel content to support exploration and decision-making.

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’s degree in Marketing or Communications required;
• MBA strongly preferred.

EXPERIENCE:

• 4+ years of digital production, digital strategy, innovation, guest experience development or equivalent.
• Experience with web-based and mobile app product lifecycle management.
• Familiarity with CMS platforms, design systems or component libraries.
• Understanding of journey mapping and identifying guest pain points.
• Comfort using guest behavior data to inform recommendations or enhancements.
• A natural trend spotter for new technologies that play roles in consumer’s lives.
• Cross-functional and Collaborative
• Expertise and ability to be proactive and thrive in a fast-paced, complex, and highly collaborative environment.
• Experience presenting to and working with senior executives.
• Excellent written and verbal communication skills.
• Experience connecting business strategy and technology to meet consumer needs and expectations.

Experience/Knowledge Preferred:

• Understanding of key consumer segments
• Travel & Resort Industry, Entertainment and/or Theme Park experience
• Launching New Attractions or Products/Services
• Research & Competitive Analysis
• Licensed Partner Marketing models;
• or equivalent combination of education and experience.

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

Universal Orlando Resort. Here you can.

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