Director Global UXUI Experience Design

Company Description

Each day Universal Studios Hollywood creates unforgettable experiences for our guests from around the world. We bring to life the ultimate Hollywood experience with our real working movie studio and heart-pounding rides, shows and attractions that put you inside some of the world’s most popular movies and TV shows. USH offers something for everyone from thrill seekers to movie lovers to family fun for all ages. Our Team Members are passionate individuals who create memorable moments whether it’s on the studio lot, or in our conference rooms, theaters, or kitchens. We believe in the talent of our team members. It’s our passion and commitment to excellence that drives our business to succeed in everything we do across the park. We believe in a culture of family and fun, here you can make a difference and build your career!

NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world.

Job Description

The Director, Global UXUI Experience Design role is a core member of the Global Experience Design Group at UPR, focused on advancing an innovative, seamless, and inclusive user experience connecting the immersive physical in park experience through digital touchpoints to drive engagement, conversion, and build fan loyalty. Will play a critical role in identifying and designing new digital products that engage and transform the customer experience. Works closely with a cross functional team to ideate and develop new experiences that unlock the potential of Universal Parks’ products and platforms for our guests. Will lead and support the development of short, mid-long-term strategies focused on driving business results and experience strategies across our 5 Global Theme Park destinations with a primary focus on the development of our new theme park, Epic Universe at Universal Orlando Resorts and New Venture destinations.

Customer Experience

MAJOR RESPONSIBILITIES:

• Develop strategies and design solutions that support the UPR Global Experience Design vision and strategies across the consumer journey with a focus on identifying customer challenges to help improve the user experience.
• Develop end-to-end experiences and enhancements across all customer touch points and channels in partnership with a cross functional team. Projects will include new product launches, customer facing channel enhancements and capabilities that evolve Universal Park’s & Resort’s experiences to align with our Global Brand standards and Experience Principals.
• Conduct UX Research and assess end-to-end business processes, and practices, identify and implement enhancements to improve customer satisfaction in effort to deepen loyalty and trust with our guests.
• Drive solutions for key business decisions with and through the organization to enable alignment and collaboration as new products or enhancements roll out.
• Ensure that the designed practices, annual product and consumer targets, and key performance indicators (KPIs) are met based on the experiences delivered. In addition, be responsible for profit and loss as well as operational profitability of the product as influenced by the consumer’s reception and experience.

GAME DESIGN

• Act as the subject matter expert and driver of new products and UXUI solutions with product & creative teams to support the end-to-end experience.
• Continually challenge the status quo by understanding consumer preference and intent. Champion, communicate and reinforce the Global Experience Design Vision to deliver the next paradigm in the immersive customer experience.
• Collaborate with portfolio partners on new opportunities in developing areas of the games and digital markets, leveraging advanced technologies such as blockchain and NFT’s. Develop a deep understanding of these constantly evolving spaces and provide paths to activate using NBC Universal intellectual property to sustain and grow our overall business and engage fans.

LEADERSHIP AND COLLABORATION

• Lead teams to define and develop user-centered design experiences in partnership with Creative, Product and Technology teams across all Global platforms (web, mobile, interactives games and immersive technologies)
• Lead and coach a highly collaborative and talented Global UXUI team of internal UXUI Designers, Interaction Designers, Copy Writers and UX Researchers. Be a vocal Champion and encourage team members to deliver innovative design solutions that improve engagement, conversion and build fan loyalty across our digital platforms.
• Ensure consistent, cross-functional communication across marketing and experience teams to include IT, Business Operations, Marketing, Creative, Revenue Operations and Finance relative to key business decisions and customer engagement.
• Achieve operational excellence and superior guest experience advancements by building and sustaining a high-performing UXUI product design team to achieve and exceed goals and objectives.

MEASUREMENT & ANALYTICS

• Conduct usability testing to test hypothesis and experimental design work that will transform and enhance the Universal Parks user experience as well as to identify design problems, uncover opportunities for improvement and learn about the target user’s behavior and preferences.
• Data-driven with measurable results and use findings as a positive focal point for collaboration and product design evolution.
• Collect and analyze KPIs to make informed recommendations for UX/UI improvements.
• Have a passion for refining design solutions based on UX testing practices and results, collaborating directly with consumer insights, analytics and research teams as well as product and technology teams.

VENDOR MANAGEMENT

• Manage initial and ongoing relationships with vendors and outside service providers as it relates to Experience Design and UX Research implementation.
• Engage and provide relationship management with marketing, creative and technology partners as a key stakeholder, ensuring quality and timeliness of deliver, integration with other projects and overall cost management.

This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $135,000 – $150,000 (bonus eligible)

Qualifications

• Experience in project team leadership and large-scale program planning and implementation as well as willing to be hands on when needed
• Demonstrated success creating end-to-end digital product designs in the consumer technology sector
• Experience integrating marketing and experience technologies
• Experience in the game design and development
• Experience leading teams through game feature definition and processes that meet the technical, aesthetic, and functional requirements of the game’s vision
• Strong understanding of free to play games, game economies and competitive multiplayer games
• Experience as an executive in a product industry, spearheading consumer engagement and consumer experience with proven and successful working experience in information architecture, consumer experience design, interactive design, or a similar role.
• Should have exceptional brand, visual, and interaction design skills and a depth of experience working across the user-centered design process: from conducting and leveraging research (quantitative and qualitative) to prototyping and implementation to testing and evaluation.
• Strong foundational design skills: Typography, layout, composition, color theory, iconography, UI/UX, motion/interaction design and branding
• Experience creating and documenting UI toolkits, style guides, and front-end frameworks for design and development teams
• Experience with defining taxonomies and content strategy for development of components to be used in design systems and Content Management Systems (CMS).
• Possess a strong technical acumen for translating design artifacts into code-based solutions across many types of front end technologies
• Knowledge of front-end development and code across digital channels, including Websites, mobile apps and email templates
• Assess content based on consumer, brand, and/or business goals to make creation, revision, and migration recommendations, as well as to define content types.
• Perform competitive content reviews to benchmark content breadth, organization, and presentation.
• Develop taxonomy & tagging strategies.
• Knowledge of reviewing and applying accessibility best practices to solutions.
• Passionately advocate for the user.
• Experience with agile methodology.
• Must have a passion for games and strong understanding of the free-to-play mobile market, console/AAA game space.
• Understanding of key metrics for digital interactive products including, but not limited to monthly active users (MAU), daily active users (DAU), average revenue per paying user (ARPPU), average revenue per install (ARPI), conversion rates and how these metrics can and will impact the product strategy.
• Strong track record overseeing published products, live operated services and/or games as a service.
• Proven track record in building highly effective interpersonal business relationships and generating business in a highly matrixed organization.
• Ability to project manage and work effectively under deadlines and in complex business environments through collaboration and utilizing supporting and partner teams. A positive attitude, open mind, and desire to collaborate and learn.
• Highly proficient in Adobe Creative Suite, Sketch, InVision and Abstract.

EDUCATION: Bachelor’s degree in User Experience, Experience Design, Marketing Technology, Graphic Design, UX Research, Human Centered Interaction and/or Interaction Design is required.

EXPERIENCE: 10+ years of experience with demonstrated leadership in digital design as a creative, IA, UX, CD or visual designer in a progressive technology enablement, innovation, or marketing organization including a minimum of 4 years’ experience as a Senior Producer or Director developing digital interactive products or experiences. Experience with immersive technologies, ecommerce sites in the travel and hospitality sector, rewards/engagement and loyalty programs are a plus. Must present a portfolio of work that illustrates strong UX, visual design and interaction design excellence; or equivalent combination of education and experience.

Additional Information

NBCUniversal’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

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