Sr. Manager, Digital & Marketing Transformation

Orlando, Florida
Dec 10, 2021
Feb 08, 2022

JOB SUMMARY: The Digital and Experience Transformation team is focused on driving strategies to evolve and enhance the Guest and Team Member experience at Universal Parks and Resorts. This Team Member plays a critical role in driving the holistic strategic planning & transformation across teams. This role drives productive and effective internal improvements resulting from operating model changes and enhancements, and strategic business decisions.

The position leads vision definition, strategic intent, integration, and change management efforts across the division. It is responsible for defining a cohesive plan that captures the aspects of people, process, and technology and supports continuous improvement with a focus on planning, change management and dynamic communications.

This position will work through many others in the organization to succeed.


Planning & Prioritization

  • Responsible for management, evaluation and enhancement of overall operating model strategies and their related implementation tactics
  • Translation and implementation of integration strategies into operational plans
  • Develop and support strategy for the interaction model, interaction design and Team Member experience
  • Provide oversight to identify, develop and prioritize objectives and operational enhancements
  • Conduct assessments, synthesize qualitative and quantitative data, and integrate with key business leaders to understand and evaluate ongoing needs to continuously improve the division
  • Develop and maintain operational maturity scoring to support continuous improvement
  • Develop prioritization objectives to enable proper decision making across all teams
  • Develop business cases and value proposition for new ways of working
  • Drive timing and recommendations for senior executives to review and approve key initiatives, support decision-making strategies
  • Responsible for transformation roadmaps to ensure strategy and implementation remain aligned


  • Translate integration strategies into necessary process design, accountability, leadership, and performance changes that can be operationalized to increase organization adoption
  • Manage overarching strategies and decision-making needs across teams to enable ideal outcomes to drive the business
  • Ensure plans are robustly developed and can be naturally transitioned from implementation to sustainment
  • Define scope, milestones, and roadmap for change and communications programs
  • Optimize process design, accountability, leadership, performance, talent, funding, and other systems to integrate new organization capabilities that result in higher Team Member engagement and proficiency of targeted changes

Change Management

  • Lead transformation change efforts to ensure shared progress of initiatives; collaborate on key announcements or communications, driving transformation visibility and engagement
  • Support transitions through development and implementation of the following plans: Sponsorship, Resistance, Coaching, Communication, Adoption, Training, Reinforcement
  • Develop change management process plans as new process, policies and procedures are designed to support execution and utilization
  • Create and implement change management strategies and plans for salaried and executive leaders to maximize acceptance, adoption, and utilization; Facilitate the development of change management strategies in response to identified needs and barriers
  • Lead change management assessments (e.g. change impact analysis, Prosci PCT) for business processes, systems & technology, job roles or organizational structures to support and deploy change initiatives
  • Apply structured methodology and lead change management activities across varying projects for Universal Parks & Resorts


  • Proactively identify opportunities and develop new communications programs/strategy to up-level communications and improve processes for more proactive, clear, and succinct delivery
  • Design an integrated internal communications strategy that builds Team Member's understanding of the business and their role in future growth, while maintaining a sense of culture and connection; develop and execute content across the division
  • Work to ensure involvement and alignment with key stakeholders and executives
  • Design and support large-format communication vehicles such as town halls and announcement meetings

  • Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities
  • Performs other duties as assigned

EDUCATION: Bachelor's degree Required – (Business/Marketing would be an asset);

Master's degree Preferred

EXPERIENCE: 7+ years in progressive transformation, technology enablement, innovation or marketing leadership.

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.

Universal Orlando Resort. Here you can.

Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2022 Universal Studios. All rights reserved. EOE

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