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Senior Digital Consumer Experience & E-Commerce Specialist

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Software Resources

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Location:
United States , Universal City

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

42.00 - 46.00 USD / Hour
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Job Description:

The Senior Specialist, Digital Consumer Experience & E-Commerce (DCXE) is responsible for the development and implementation of digital campaign strategies, page planning, and tactical execution across web, mobile app, and online store platforms in support of Destination Programs and Campaigns for Universal Studios Hollywood. This role operates at the intersection of strategic planning, performance measurement, and iterative enhancement. With a focus on delivering high-quality digital experiences, the Senior Specialist leads the activation flywheel: translating strategy into tactics, executing with precision, analyzing performance, capturing learnings, and evolving best practices. Success in this role requires a strong sense of ownership, data fluency, strategic vision, and an eye for detail to ensure that guest experiences are not only optimized but also aligned with business goals and campaign timelines.

Job Responsibility:

  • Lead the development of digital strategy and tactical execution plans for destination and campaign initiatives across websites, mobile apps, and online stores
  • Serve as the primary strategic partner for assigned programs, ensuring business goals are reflected in digital approaches across all consumer touchpoints
  • Create Strategic Input Documents for campaigns and destination programs, including journey maps, SEO requirements, personalization strategies, and tactical page planning
  • Participate in and, where appropriate, lead cross-functional forums (e.g., program briefings, brainstorms, introspectives) to align on guest-first experience enhancements
  • Partner with Content, Analytics, and Marketing to translate strategic priorities into actionable digital deliverables and cross-platform implementations
  • Review campaign and experience performance across web and app platforms
  • interpret analytics to produce actionable insights and influence optimizations
  • Conduct competitive and cross-industry benchmarking to inform innovation and maintain Universal’s leadership in digital guest experience
  • Define and prioritize testing strategies (including A/B, personalization, and usability tests) aligned to key campaign and destination objectives
  • Partner with digital production scrum teams and DCXE Programs to define and communicate requirements for enhancements page type templates, components and other digital tools
  • Champion continuous improvement by identifying pain points and gaps in experience delivery, and driving backlog refinement and enhancements
  • Maintain deep visibility into the status, timelines, and risks of assigned digital campaigns and programs
  • Represent DCXE in the production of website, mobile app, and online store experiences, ensuring that all required digital tactics (including SEO and personalization) are captured, documented, and properly communicated for execution
  • Develop and manage digital proofs aligned to campaign strategy
  • facilitate stakeholder review, moderate feedback, and triage actionable items
  • Conduct comprehensive quality assurance (QA) on all web, app, and store content, including copy, links, assets, and CTAs, prior to launch to ensure flawless guest execution
  • Lead and coordinate launch readiness calls for assigned campaigns/programs
  • Monitor digital properties for campaign-related friction points or experience errors post-launch
  • partner with internal teams to troubleshoot and resolve issues swiftly
  • Ensure campaign implementations reflect established best practices, and advocate for continual refinement and precision in execution across all platforms
  • Monitor and analyze digital channel performance across web, app, and store platforms
  • translate insights into actionable optimizations that improve the guest journey and drive business outcomes
  • Champion guest-first design by auditing journeys across Universal-owned and partner experiences, identifying points of friction and guiding enhancements that support intuitive next steps for the user
  • Partner with internal teams to investigate and resolve digital experience issues, ensuring a timely and coordinated response that minimizes guest disruption
  • Proactively evolve reusable frameworks, such as templates, playbooks, and page types, based on new platform capabilities, behavioral insights, and shifting guest expectations
  • Advocate for speed-to-market, iteration, and the continuous refinement of experiences through data-driven lookbacks, campaign retrospectives, and performance reviews
  • Develop and maintain strong partnerships with cross-functional teams, including Marketing, Communications Planning, Technology, and Content
  • Act as a clear and consistent communicator of project status, dependencies, and risks to both internal and external stakeholders
  • Proactively surface risks and facilitate cross-team alignment on mitigations
  • Represent DCXE in campaign planning and integrated communications planning (ICP) efforts
  • Participate in retrospective reviews of in-market digital executions to identify learnings, inform refinements, and support continuous improvement of DCXE workflows and deliverables
  • Serve as a subject matter expert for assigned campaigns and destinations, providing strategic guidance to marketing partners and cross-functional teams
  • Represent DCXE in key workstreams, including strategy development, incident response, campaign retrospectives, and team-wide performance or planning forums
  • Support partner prioritization by sharing insight into capacity, impact, and feasibility across web and app channels
  • Model inclusive, collaborative, and solutions-oriented behaviors
  • Actively contribute to a culture of high performance and positivity
  • Understand and actively participate in Environmental, Health & Safety responsibilities by following established policy, procedures, training, and team member involvement activities
  • Perform other duties as assigned

Requirements:

  • 3+ years of experience in digital marketing, eCommerce, or related fields, with proven ability to manage complex projects from strategy through execution across web and app platforms
  • Strong project management, prioritization, and organizational skills with high attention to detail—especially in fast-paced, deadline-driven environments
  • Excellent problem-solving and stakeholder management skills
  • able to anticipate risks, identify solutions, and drive execution independently
  • Exceptional written and verbal communication skills
  • able to explain technical concepts to marketing partners and present insights or recommendations 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
  • Bachelor’s degree in Marketing, Communications, Business or Advertising is required
  • Consistent on-time full-day attendance is a job requirement

Nice to have:

  • Hands-on experience with content management systems (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, modules, or app updates
  • Background in business analysis or digital product support is a plus
  • Master’s degree is a plus
What we offer:
  • medical, dental, and vision coverage
  • a 401(k) with company match
  • short-term disability
  • life insurance with AD&D

Additional Information:

Job Posted:
January 01, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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