Universal Orlando Resort · 15 hours ago
Lead, Global UXUI Service Design
Orlando, FL
Full-time
Onsite
Senior Level, Lead/Staff
7+ years expUniversal Orlando Resort is seeking a Lead, Global UXUI Service Design to define and drive transformational design programs within their Global UX/UI Experience Design program. This role involves orchestrating alignment with various leadership teams and embedding a design-thinking mindset across the organization to ensure design vision delivers measurable business and customer impact.
Entertainment
Responsibilities
Orchestrate Design Strategy Execution: Define, develop, and manage service design for transformational initiatives, establish success metrics, and conduct health checks to ensure leadership alignment with customer and business value
Drive Transformation Initiatives: Lead cross-functional execution of design-led initiatives, manage stakeholder engagement, and measure impact through KPIs
Lead Strategic Planning & Visioning: Own and drive the annual Global UX/UI Experience Design strategic planning process, including the facilitation of the UDX Design Visioning Workshop and translation of executive strategic intent into actionable design priorities that bind multiple workstreams together
Champion Design Thinking Leadership Adoption: Build frameworks and playbooks to scale design thinking across the organization, influencing cross-functional teams to embrace human-centered approaches
Foster Cross-Functional Collaboration: Act as a strategic connector across leadership, divisions, teams, and external partners, promoting shared ownership and co-creation of innovative solutions
Advocate for Design in Executive Forums: Represent design thinking in enterprise strategy discussions, building advocacy and visibility among senior and executive leadership
Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities
Perform other duties as assigned
Qualification
Required
Bachelor's Degree is required
7+ years of professional experience in Experience & Service Design, including customer experience, design strategy, product design, and UX/UI within large-scale organizations
7+ years of experience managing or developing high-performing teams in a cross-functional environment, with the proven ability to influence, mentor, and hold accountable senior-level peers and stakeholders
Proven success in defining and driving design strategy at an enterprise scale, navigating complex environments to deliver measurable outcomes
Led design-led business transformation efforts within global organizations and consultancies, integrating service design into strategic initiatives
Facilitated leadership level visioning, strategy, and co-creation workshops that foster cross-functional collaboration and embed design-led ways of working
Demonstrated ability to translate and actualize strategic vision into actionable initiatives, orchestrating execution across diverse teams and disciplines
Strong track record of measuring impact, connecting design outcomes to both business and customer value
Expert-level knowledge of enterprise service design practices, including customer journeys, digital experience strategy, UX research, and design operations
Advanced understanding of design systems and KPIs, with the ability to scale design practices across teams and platforms
Exceptional strategic thinking and execution skills, capable of aligning design priorities with business goals and translating them into measurable outcomes
Strong influence and communication skills, with executive presence and the ability to embed design thinking across senior and executive stakeholder groups
Skilled facilitation and collaboration abilities, adept at leading workshops and driving alignment across product, operations, technology, and CX teams
Global perspective and adaptability, with experience working across cultures and geographies to implement design-led transformation
Executive presence with the ability to direct, influence, and hold accountable peers at the director level and above
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions
Consistent attendance is a job requirement
Preferred
Master's degree preferred, in Design, Human-Computer Interaction, Strategic Design, Service Design, Organizational Leadership, or related field
Company
Universal Orlando Resort
For years, we’ve been creating a legacy of unforgettable experiences for our Guests.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Tracey Stockwell
CFO
Bobby B. Belzeski
Human Resources Business Partner
Company data provided by crunchbase