Blue Cross and Blue Shield of Nebraska
Director, Global UXUI Experience Design
Blue Cross and Blue Shield of Nebraska, Orlando, Florida, us, 32885
Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.
JOB SUMMARY:The Global UXUI Experience Design team is focused on driving guest and team member experience strategies to evolve and enhance the Guest experience across Universal Destinations & Experiences (UDX). Our mission is to amplify the multi-sensory, immersive resort destination experience and connect the customer journey through compelling, consistent, and seamless experience design solutions. Experience, innovation and creativity are central to our company’s core and this executive will be focused on advancing an inclusive user experience connecting the immersive physical in park experience through digital touchpoints to drive guest engagement, transactional simplicity and fan loyalty.
This executive will play a critical role, overseeing a mid-size team, identifying opportunities to enhance customer engagement of numerous global platform initiatives by leveraging and evolving our company’s Global Design System to create brand distinctive experience design solutions for revenue growth. Lead and support the development of short, mid-long term strategies focused on driving business results, experience strategies through UX research, design, execution and measurement across the full customer journey for our global destinations and new venture businesses. Collaboration with key partners across UDX and NBC Universal as a subject matter expert to identify new product opportunities and innovations for the guest & team member experiences. Direct teams and lead UXUI development with a cross functional team to identify and implement key business decisions with stakeholders in the organization that align to new products, features and capabilities.
MAJOR RESPONSIBILITIES:
CUSTOMER EXPERIENCE
Develop strategies and design solutions that support the UDX Global Experience Design vision across the consumer journey with a focus on identifying customer pain points, remove friction and improve the user experience.
Design end-to-end experiences across all customer touch points and channels in partnership with the Digital Engagement, eCommerce, Global Product, TMO and Delivery teams.
Act as the subject matter expert and business owner of new products and UXUI solutions to support the end-to-end experience.
Conduct UX Research and assess end-to-end business processes, and practices, identify and implement enhancements to improve customer satisfaction in effort to deepen loyalty and trust with our guests.
Continually challenge the status quo by understanding consumer preference and intent. Champion, communicate and reinforce the Global Experience Design Vision in order to deliver the next paradigm in the immersive customer experience.
Drive and influence solutions for key business decisions with and throughout the organization to enable alignment and collaboration as new products or enhancements roll out.
Ensure that the designed practices, annual product and consumer targets, and key performance indicators (KPIs) are met based on the experiences delivered.
Assess end-to-end business policies, processes, and practices, which currently create friction in the guest experience and implement enhancements to improve customer satisfaction and GSAT.
DEPARTMENT LEADERSHIP & COLLABORATION:
Strong people leader focused on achieving operational excellence and superior guest experience advancements by building and upskilling a high-performing experience design team to achieve and exceed goals and objectives.
Lead teams to define and develop user-centered design experiences in partnership with Marketing & Sales, Universal Creative, Products & Experience and Digital & Technology teams across all Global platforms.
Lead and coach a highly collaborative and talented Global UXUI team of internal UXUI Designers, Design Technologists, UX Writers and UX Researchers.
Ensure consistent, cross-functional communication across the Global UXUI Experience Design team to include Global Product Management, TMO, IT, Business Operations, Marketing, Creative, Revenue Operations, Legal, Licence Partners and Finance relative to key business decisions and customer engagement.
VENDOR MANAGEMENT
Manage initial and ongoing relationships with vendors and outside service providers as it relates to Experience Design and UX Research implementation.
Engage and provide relationship management with Marketing & Sales, Digital & Technology, Universal Creative and Product & Experience and Destination partners as a key stakeholder.
BUDGET & PROCESS MANAGEMENT TOOLS
Manage time tracking, financial responsibilities relative to budget allocation of direct reports.
Ensure that the designed practices, annual product and consumer targets, and KPIs are met based on the experiences delivered.
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.
Undergraduate degree (preferred) in User Experience, Experience Design, Marketing Technology, Graphic Design, UX Research, Human Centered Interaction and/or Interaction Design.
EXPERIENCE:
10+ years of experience with demonstrated leadership in digital design as a creative, Information Architecture, UX, CD or visual designer in a progressive technology enablement, innovation, or marketing organization.
Experience as an executive in a product industry, spearheading consumer engagement and user experience with proven and successful working experience in information architecture, consumer experience design, interaction design, or a similar role.
Experience executing and evolving product design solutions utilizing design systems as well as creating and documenting UI toolkits, style guides, and front-end frameworks for design and development teams.
Experience with defining taxonomies and content strategy for development of components to be used in design systems and Content Management Systems (CMS).
Excellent analytical, written, and oral communication skills.
Strong background in stakeholder and partner management along with cross-functional collaboration.
Experience in user experience design team leadership and large-scale program planning and implementation.
Experience with UX Research, facilitating focus groups, developing questionnaires with clickable prototypes to test hypotheses and identify design problems.
Experience with reviewing and applying accessibility best practices to design solutions.
Demonstrated success creating end-to-end digital product designs in the consumer technology sector.
Demonstrated ability to define and execute strategic initiatives.
Experience with Agile development methodologies.
Basic understanding of front-end development technologies (CSS, HTML, JavaScript, etc.).
Expertise in AI, machine learning and personalization.
Knowledge of current challenges in the marketing environment.
A desire to tackle and solve problems, from big picture strategy to granular details.
Should have exceptional brand, visual, and interaction design skills.
Experience in the gaming industry a plus.
Strong foundational design skills: Typography, layout, composition, color theory, iconography, UI/UX, motion/interaction design and branding.
Budget Management.
A positive attitude, open mind, and desire to collaborate and learn.
Highly proficient in Adobe Creative Suite and Figma.
ADDITIONAL INFORMATION:
This role will be managing a team who consist of a internal, contract and design agency talent.
We have a hybrid work week with 3 days required in the office.
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.
Universal Orlando Resort.
Here you can.
Universal Orlando is an equal opportunity employer.
#J-18808-Ljbffr
JOB SUMMARY:The Global UXUI Experience Design team is focused on driving guest and team member experience strategies to evolve and enhance the Guest experience across Universal Destinations & Experiences (UDX). Our mission is to amplify the multi-sensory, immersive resort destination experience and connect the customer journey through compelling, consistent, and seamless experience design solutions. Experience, innovation and creativity are central to our company’s core and this executive will be focused on advancing an inclusive user experience connecting the immersive physical in park experience through digital touchpoints to drive guest engagement, transactional simplicity and fan loyalty.
This executive will play a critical role, overseeing a mid-size team, identifying opportunities to enhance customer engagement of numerous global platform initiatives by leveraging and evolving our company’s Global Design System to create brand distinctive experience design solutions for revenue growth. Lead and support the development of short, mid-long term strategies focused on driving business results, experience strategies through UX research, design, execution and measurement across the full customer journey for our global destinations and new venture businesses. Collaboration with key partners across UDX and NBC Universal as a subject matter expert to identify new product opportunities and innovations for the guest & team member experiences. Direct teams and lead UXUI development with a cross functional team to identify and implement key business decisions with stakeholders in the organization that align to new products, features and capabilities.
MAJOR RESPONSIBILITIES:
CUSTOMER EXPERIENCE
Develop strategies and design solutions that support the UDX Global Experience Design vision across the consumer journey with a focus on identifying customer pain points, remove friction and improve the user experience.
Design end-to-end experiences across all customer touch points and channels in partnership with the Digital Engagement, eCommerce, Global Product, TMO and Delivery teams.
Act as the subject matter expert and business owner of new products and UXUI solutions to support the end-to-end experience.
Conduct UX Research and assess end-to-end business processes, and practices, identify and implement enhancements to improve customer satisfaction in effort to deepen loyalty and trust with our guests.
Continually challenge the status quo by understanding consumer preference and intent. Champion, communicate and reinforce the Global Experience Design Vision in order to deliver the next paradigm in the immersive customer experience.
Drive and influence solutions for key business decisions with and throughout the organization to enable alignment and collaboration as new products or enhancements roll out.
Ensure that the designed practices, annual product and consumer targets, and key performance indicators (KPIs) are met based on the experiences delivered.
Assess end-to-end business policies, processes, and practices, which currently create friction in the guest experience and implement enhancements to improve customer satisfaction and GSAT.
DEPARTMENT LEADERSHIP & COLLABORATION:
Strong people leader focused on achieving operational excellence and superior guest experience advancements by building and upskilling a high-performing experience design team to achieve and exceed goals and objectives.
Lead teams to define and develop user-centered design experiences in partnership with Marketing & Sales, Universal Creative, Products & Experience and Digital & Technology teams across all Global platforms.
Lead and coach a highly collaborative and talented Global UXUI team of internal UXUI Designers, Design Technologists, UX Writers and UX Researchers.
Ensure consistent, cross-functional communication across the Global UXUI Experience Design team to include Global Product Management, TMO, IT, Business Operations, Marketing, Creative, Revenue Operations, Legal, Licence Partners and Finance relative to key business decisions and customer engagement.
VENDOR MANAGEMENT
Manage initial and ongoing relationships with vendors and outside service providers as it relates to Experience Design and UX Research implementation.
Engage and provide relationship management with Marketing & Sales, Digital & Technology, Universal Creative and Product & Experience and Destination partners as a key stakeholder.
BUDGET & PROCESS MANAGEMENT TOOLS
Manage time tracking, financial responsibilities relative to budget allocation of direct reports.
Ensure that the designed practices, annual product and consumer targets, and KPIs are met based on the experiences delivered.
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.
Undergraduate degree (preferred) in User Experience, Experience Design, Marketing Technology, Graphic Design, UX Research, Human Centered Interaction and/or Interaction Design.
EXPERIENCE:
10+ years of experience with demonstrated leadership in digital design as a creative, Information Architecture, UX, CD or visual designer in a progressive technology enablement, innovation, or marketing organization.
Experience as an executive in a product industry, spearheading consumer engagement and user experience with proven and successful working experience in information architecture, consumer experience design, interaction design, or a similar role.
Experience executing and evolving product design solutions utilizing design systems as well as creating and documenting UI toolkits, style guides, and front-end frameworks for design and development teams.
Experience with defining taxonomies and content strategy for development of components to be used in design systems and Content Management Systems (CMS).
Excellent analytical, written, and oral communication skills.
Strong background in stakeholder and partner management along with cross-functional collaboration.
Experience in user experience design team leadership and large-scale program planning and implementation.
Experience with UX Research, facilitating focus groups, developing questionnaires with clickable prototypes to test hypotheses and identify design problems.
Experience with reviewing and applying accessibility best practices to design solutions.
Demonstrated success creating end-to-end digital product designs in the consumer technology sector.
Demonstrated ability to define and execute strategic initiatives.
Experience with Agile development methodologies.
Basic understanding of front-end development technologies (CSS, HTML, JavaScript, etc.).
Expertise in AI, machine learning and personalization.
Knowledge of current challenges in the marketing environment.
A desire to tackle and solve problems, from big picture strategy to granular details.
Should have exceptional brand, visual, and interaction design skills.
Experience in the gaming industry a plus.
Strong foundational design skills: Typography, layout, composition, color theory, iconography, UI/UX, motion/interaction design and branding.
Budget Management.
A positive attitude, open mind, and desire to collaborate and learn.
Highly proficient in Adobe Creative Suite and Figma.
ADDITIONAL INFORMATION:
This role will be managing a team who consist of a internal, contract and design agency talent.
We have a hybrid work week with 3 days required in the office.
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.
Universal Orlando Resort.
Here you can.
Universal Orlando is an equal opportunity employer.
#J-18808-Ljbffr