Senior Specialist, Digital Consumer Experience & E-Commerce

Job Summary
The Senior Specialist, Digital Consumer Experience & E-Commerce (DCXE) leads the development and implementation of digital campaign strategies, page planning, and tactical execution across web, mobile app, and online store platforms supporting Destination Programs and Campaigns for Universal Orlando Resort, Universal Kids Resort, and/or Universal Horror Unleashed. The role integrates strategic planning, performance measurement, and iterative enhancement, translating strategy into precise tactics, analyzing performance, capturing learnings, and evolving best practices. Success requires ownership, data fluency, strategic vision, and a detail‑oriented focus to optimize guest experiences aligned with business goals and campaign timelines.

Major Responsibilities
Digital Strategy & Experience Planning

Lead development of digital strategy and execution plans for destination and campaign initiatives across websites, mobile apps, and online stores.

Serve as primary strategic partner, ensuring business goals are reflected in digital approaches across all consumer touchpoints.

Create Strategic Input Documents including journey maps, SEO requirements, personalization strategies, and tactical page planning.

Participate in and lead cross‑functional forums to align guest‑first experience enhancements.

Collaborate with marketing, content, product, analytics, and technology teams to translate strategy into actionable deliverables.

Review campaign and experience performance, interpret analytics, and produce actionable insights.

Conduct competitive and cross‑industry benchmarking to inform innovation.

Define and prioritize testing strategies (A/B, personalization, usability) and synthesize learnings for scaling.

Partner with product and platform teams to document and communicate web/app requirements for new capabilities.

Champion continuous improvement by identifying pain points and driving backlog refinement.

Campaign & Program Execution

Maintain deep visibility of status, timelines, and risks of assigned digital campaigns.

Represent DCXE in production of web, mobile app, and online store experiences.

Develop and manage digital proofs, facilitate stakeholder review, and triage actionable items.

Conduct comprehensive QA on all content before launch.

Lead launch readiness calls, align stakeholders, resolve last‑minute issues, and confirm deployment preparedness.

Monitor digital properties for friction or errors post‑launch and troubleshoot swiftly.

Advocate for continual refinement and precision in execution across platforms.

Digital Guest Experience Champion

Monitor and analyze performance across platforms; translate insights into optimizations.

Champion guest‑first design by auditing journeys and identifying friction points.

Partner with internal teams to resolve digital experience issues promptly.

Proactively evolve reusable frameworks such as templates and page types.

Advocate for speed‑to‑market, iteration, and continuous refinement through data‑driven reviews.

Resource Management & Cross‑Functional Collaboration

Develop and maintain strong partnerships with cross‑functional teams.

Communicate project status, dependencies, and risks to stakeholders.

Surface risks and facilitate cross‑team alignment on mitigations.

Represent DCXE in campaign planning and integrated communications planning.

Participate in retrospective reviews of digital executions to inform refinements.

Team & Organizational Leadership

Serve as subject‑matter expert for assigned campaigns and destinations.

Represent DCXE in key workstreams such as strategy development and incident response.

Support partner prioritization by sharing capacity and feasibility insights.

Model inclusive, collaborative, solutions‑oriented behaviors and eliminate barriers.

Contribute to a positive, high‑performance culture and celebrate milestones.

Additional Responsibilities

Understand and actively participate in Environmental, Health & Safety responsibilities.

Perform other duties as assigned.

Education

Bachelor’s degree in Marketing, Communications, Business or Advertising (required). Master’s degree is a plus.

Experience

Required:
3+ years of digital marketing, eCommerce, or related experience managing complex projects from strategy to execution across web and app platforms.

Strong project management, prioritization, and organizational skills with high attention to detail.

Excellent problem‑solving and stakeholder management skills, anticipating risks and driving execution independently.

Exceptional written and verbal communication skills, able to explain technical concepts and present insights clearly.

Demonstrated ability to manage multiple workstreams simultaneously and follow through on open issues.

Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); advanced Excel and PowerPoint experience is a plus.

Strong interpersonal skills and ability to build collaborative, productive relationships across functions.

Preferred:
Hands‑on experience with CMS and website analytics tools (e.g., Adobe Analytics, QM).

Exposure to A/B or multivariate testing, usability testing, or personalization platforms.

Experience translating strategic inputs into digital deliverables such as landing pages and app updates.

Background in business analysis or digital product support is a plus.

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

Universal Orlando Resort is an equal opportunity employer. Universal elements and all related indicia TM & © 2026 Universal Studios. All rights reserved. EOE

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