Manager Digital CX & E-Commerce

The Manager Digital CX & E-Commerce is responsible for destination programs that evolve the Universal Studios Hollywood business, improving the entire guest digital journey inside and outside of the Park

• Gather and leverage data to uncover and articulate pain-points and opportunities to improve the Universal Studios Hollywood guest experience
• Collaborate with Universal Destinations and Experiences partners on solutions to solve for these needs
• Prioritize, track development and drive deployment of enhancements, measuring and reporting on their impact and iterating
• Serve as the subject matter expert on the digital evolution of Universal Studios Hollywood, leading the presentation of channel and program performance across Universal Destinations and Experiences
• Lead Universal Studios Hollywood into the future by driving new guest experiences through content, e-commerce, personalization, and more
• Audit journeys off-and-on Universal Destinations and Experiences channels and serve as a champion for Universal Studios Hollywood customers, refining the user journey with a focus on serving our guests in their moment of need and guiding them to the next best action
• Drive channel experimentation, leveraging first-party data, industry best practices and SMEs across Universal Destinations and Experiences
• Manage the investigation and resolution of Universal Studios Hollywood website, mobile app and store issues
• Lead and/or participate in recurring performance, strategy and team presentations
• Contribute to co-workers success by leaning into the Universal Destinations and Experiences culture, helping to solve/eliminate barriers and empowering team members to learn and stretch
• Deliver against KPIs to achieve OCF goals, Brand Equity Measures, GSAT and TSAT

• Establishing a customer centric experience, and building brand loyalty through website and mobile experience execution
• Possess exceptional understanding of the best practices for online user experience and interface strategies, site usability and user interface design
• Experiencing establishing and elevating digital measurement and insights, reporting across all levels of the organization
• 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
• Bachelor’s degree in Marketing required; MBA strongly preferred
• 10 years of marketing or analytics experience preferably in the travel, entertainment, e-commerce or retail industry

• 401k matching
• Health insurance
• Tuition reimbursement
• Paid leave
• Discounts and perks

NBCUniversal is one of the world’s leading media and entertainment companies