Job Description

The Experience Design Lead, Dynamic Digital Experience (DDEV), oversees the user experience strategy and execution for DDEV across web, app, and digital touchpoints. This role guides Universal’s digital ecosystem through product design, intelligent systems, user research, personalization, dynamic UI, and multimodal interaction. Acting as the “digital brain” that unifies platforms, this leader shifts experiences from static templates to adaptive, contextual, guest-aware designs.

This position requires a strategic and systems-minded design leader who can move fluidly between vision, experience architecture, prototyping, experimentation, organizational influence, and design excellence. The role will enable design operating models by enabling context-driven, AI-assisted, and lifecycle engagement across UDX channels by creating personalized, high-performing, trustworthy, and inclusive experiences that elevate the Universal brand. Collaborating with cross-functional teams, they ensure experiences are engaging, brand-consistent, technically feasible, and scalable via the Global Design System.

MAJOR RESPONSIBILITIES:

• Lead end-to-end digital dynamic UX/UI experience and design execution
  • Lead the design of personalized experiences that responsibly use declared preferences, behavioral signals, context, and decisioning logic to create relevant and explainable guest interactions. Translate business goals, guest needs, and platform capabilities into cohesive, future-ready experiences that connect web, app, conversational surfaces, and other orchestrated entry points into one unified ecosystem. Shape personalization, dynamic UI, and innovation patterns for progressive profiling, explicit and implicit data capture, preference-aware design, dynamic UXUI modules, shared-experience personalization, conversational interfaces, and multimodal interaction. Explore and prototype new interaction models that advance the UDX brand while remaining grounded in trust, accessibility, and guest value.
• Direct intelligent design systems and component evolution
  • Partner with design systems and front-end teams to evolve the Global Design System from a static component library into a living intelligence layer that supports context-aware rendering, personalization, multimodal interaction, storytelling, utility, and lifecycle engagement. Define requirements for intelligent components, adaptive states, pattern libraries, and data-aware design behaviors. Ensure component evolution supports governance, accessibility, brand expression, and DDEV orchestration needs.
• Lead organizational transformation through experience design
  • Help evolve the organization from traditional page- and channel-based thinking to contextual, adaptive, and orchestration-driven experience design. Influence new ways of working across design, product, content, engineering, and optimization teams by establishing frameworks, rituals, decision models, and design principles that support AI-enabled, data-informed, and reusable experience development. Contribute to a more agile and scalable operating model aligned to DDEV and platform transformation goals.
• Lead research, testing, and validation of experience concepts
  • Champion a research- and evidence-based design approach by guiding qualitative and quantitative research, user interviews, intercepts, surveys, usability testing, experimentation, and prototype validation. Use guest intent, behavior, and feedback to shape experiences, reduce ambiguity, and prioritize design decisions. Ensure concepts are tested not only for usability and conversion, but also for clarity, trust, relevance, emotional resonance, and shared-experience value.
• 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.

EDUCATION:

• Bachelor’s degree required in Human-Centered Design, Interaction Design, Digital Product Design, Service Design, Graphic Design, Human-Computer Interaction, or a related field.

EXPERIENCE:

• 7+ years of experience in UX, product design, service design, experience strategy, or digital experience design, with a strong portfolio of relevant work.
• 5+ years of experience leading large-scale, cross-functional digital product, platform, or ecosystem initiatives.
• Experience designing complex consumer-facing design experiences across websites, mobile applications, authenticated platforms, and lifecycle touchpoints.
• Experience leading or contributing to organizational transformation, platform modernization, or operating model evolution.
• Experience building, governing, or evolving design systems and reusable component frameworks for cross-functional design and development teams.
• Experience with personalization, experimentation, optimization, and data-informed experience design.
• Experience leading research-informed design efforts, including prototype validation, usability studies, and synthesis of consumer and behavioral insights.
• Experience working within content-rich ecosystems, dynamic content delivery models, and CMS-integrated product environments.
• Experience collaborating closely with engineering teams to translate design strategy into scalable, production-ready solutions.
• Experience with AI-enabled, conversational, or multimodal experiences preferred.
• Experience in travel, hospitality, entertainment, e-commerce, loyalty, or similarly complex guest/customer experience environments preferred.
• High proficiency in Figma required; proficiency in Adobe Creative Suite, presentation tools, and prototyping tools.

ADDITIONAL INFORMATION:

• Demonstrated success leading end-to-end experience design for complex digital products, platforms, or ecosystems.
• Design expertise in product design, UX strategy, service design, systems thinking, and experience architecture.
• Proven ability to define and lead adaptive, contextual, and personalized digital experiences across web, mobile, and connected touchpoints.
• Strong command of user-centered design methodologies, including discovery, journey mapping, prototyping, testing, and iterative refinement.
• Experience translating user needs, business goals, content strategy, data inputs, and technical constraints into cohesive experience solutions.
• Extensive knowledge of design systems, scalable UI frameworks, and component-based design, including evolution of systems to support dynamic and intelligent experiences.
• Strong understanding of personalization strategy, contextual UX, zero-party data, behavioral signals, and decisioning-informed interfaces.
• Experience designing for shared experiences, collaborative planning, and group-aware personalization models preferred.
• Strong understanding of qualitative and quantitative user research, usability testing, experimentation, and optimization practices.
• Strong technical acumen with the ability to partner effectively with product, engineering, Martech, content, and data teams.
• Knowledge of content strategy, taxonomy, metadata, content architecture, and CMS-connected experiences.
• Familiarity with conversational UI, voice, multimodal interaction, and emerging AI-enabled experience patterns preferred.
• Excellent communication, facilitation, presentation, and stakeholder management skills.
• Ability to influence across functions and levels, lead through ambiguity, and drive strategic alignment in large organizations.
• Strong commitment to accessibility, inclusive design, trust, transparency, and responsible design practices.
• Knowledge of reviewing and applying accessibility best practices to solutions.
• Passionately advocate for the user.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

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

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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