Customer Experience Strategist

6 days ago

Los Angeles, California, United States Universal Studios Full time
Job Description

Overview

The Digital CX & E-commerce Manager is responsible for developing and delivering compelling and successful digital marketing campaigns and programs for Universal Studios Hollywood across web & mobile app. This role blends insights, data and content to optimize touchpoints throughout the customer journey, working alongside a cross-functional group of partners to identify, prioritize and develop new programs and capabilities.

Key Responsibilities

  • Support the development and execution of seamless digital experiences, programs and capabilities.
  • Collaborate with channel and destination leads to define top-level digital strategies and ensure all channels and guest experiences are integrated and meet or exceed Universal Parks & Resorts business goals.
  • Contribute to introspective look-backs in the pursuit of identifying, documenting, prioritizing and developing improvements to Programs & Capabilities.
  • Work with channel leads to deliver integrated Programs & Capabilities for activation in the form of Templates and Playbooks, delivering tactical direction to stakeholders for all campaigns.
  • Help modify, improve and move our customer journeys forward to be audience-first and developed from a consumer point-of-view.
  • Continually monitor, test and evolve consumer experiences to drive compounding efficiency and effectiveness.
  • Partner across the organization to understand pain points and/or gaps in the activation of campaigns.
  • Be the Universal Studios Hollywood expert on the capabilities and functionality of the organization's web and mobile properties, working with SMEs across UDX to develop and socialize roadmaps for future experience enhancement.

Requirements

  • Bachelor's degree in Marketing or Analytics required; MBA strongly preferred.
  • 8-10 years of marketing or analytics experience preferably in the travel, entertainment, e-commerce or retail industry.
  • Contributed to building brand equity, establishing a positive customer experience, and building brand loyalty through website and mobile experience execution.
  • Experience informing the evolution of an online product development lifecycle over multiple releases.
  • Possess exceptional understanding of the best practices for online user experience and interface strategies, site usability and user interface design.
  • Understand the importance of introducing relevant features that support a CRM approach to customer acquisition.
  • Must be conversant in the latest technical standards and best practices in interactive product design and development.
  • Present a successful track record partnering with his/her organization's information technology organization in the development and launch of websites, mobile sites and apps, and user features/functionality.
  • An extraordinary team player that thrives in a fast-paced, high-growth, entrepreneurial environment where quality and speed of decision making and execution are critical.
  • Very strong analytical, planning, and critical decision-making skills.
  • Out-of-the-box thinker with experience devising and informing content delivery strategies and tactics across the brand's websites, CRM initiatives, social media, mobile app, online retail channels, sales and trade partners.
  • In-depth understanding of marketing analytics, consumer and brand research and ability to turn data into insights to drive engagement, conversion and loyalty.
  • A passion for and experience with new technology and media channels, a natural trend spotter for new technologies that play roles in consumer's lives.
  • A strong sense of ownership, high standards and driving projects forward, translating feedback and approving creative.
  • Cross-functional expertise and the ability to be proactive and thrive in a fast-paced, complex and highly collaborative environment.
  • Strong judgement and good instincts, demonstrates daily rigor and seeks contradictory feedback.
  • Experience presenting to and working with senior executives.
  • Ability to effectively manage change and conflicts, and problem solve in a highly-collaborative environment.
  • Excellent written and verbal communication skills.
  • Experience connecting business strategy and communication strategy to consumer needs and expectations.
  • Mastery of basic marketing principles, such as target segmentation, category, value proposition, positioning, and brand strategy.

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