Lead, Global UXUI Service Design

JOB SUMMARY:

Universal Destinations and Resorts seeks a Lead, Global UXUI Service Design to lead enterprise-wide design strategy within the Global UX/UI Experience Design program. This role will define and drive transformational design programs, manage annual visioning workshops, cross-functional strategy sessions, and strategic planning, while orchestrating alignment with business, product, marketing, operations, and technology leadership. As both strategist and influencer, the Lead embeds a design-thinking mindset across teams, challenges assumptions, champions innovation and AI transformation, and ensures design vision delivers measurable business and customer impact.

MAJOR RESPONSIBILITIES:

• Orchestrate Design Strategy Execution: Define, develop, and manage service design for transformational initiatives, establish success metrics, and conduct health checks to ensure leadership alignment with customer and business value.
• Drive Transformation Initiatives: Lead cross-functional execution of design-led initiatives, manage stakeholder engagement, and measure impact through KPIs.
• Lead Strategic Planning & Visioning: Own and drive the annual Global UX/UI Experience Design strategic planning process, including the facilitation of the UDX Design Visioning Workshop and translation of executive strategic intent into actionable design priorities that bind multiple workstreams together.
• Champion Design Thinking Leadership Adoption: Build frameworks and playbooks to scale design thinking across the organization, influencing cross-functional teams to embrace human-centered approaches.
• Foster Cross-Functional Collaboration: Act as a strategic connector across leadership, divisions, teams, and external partners, promoting shared ownership and co-creation of innovative solutions.
• Advocate for Design in Executive Forums: Represent design thinking in enterprise strategy discussions, building advocacy and visibility among senior and executive leadership.
• 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 is required, master’s degree preferred, in Design, Human-Computer Interaction, Strategic Design, Service Design, Organizational Leadership, or related field.

EXPERIENCE:

• 7 years of professional experience in Experience & Service Design, including customer experience, design strategy, product design, and UX/UI within large-scale organizations.
• 7 years of experience managing or developing high-performing teams in a cross-functional environment, with the proven ability to influence, mentor, and hold accountable senior-level peers and stakeholders.
• Proven success in defining and driving design strategy at an enterprise scale, navigating complex environments to deliver measurable outcomes.
• Led design-led business transformation efforts within global organizations and consultancies, integrating service design into strategic initiatives.
• Facilitated leadership level visioning, strategy, and co-creation workshops that foster cross-functional collaboration and embed design-led ways of working.
• Demonstrated ability to translate and actualize strategic vision into actionable initiatives, orchestrating execution across diverse teams and disciplines.
• Strong track record of measuring impact, connecting design outcomes to both business and customer value.

ADDITIONAL INFORMATION:

• Expert-level knowledge of enterprise service design practices, including customer journeys, digital experience strategy, UX research, and design operations.
• Advanced understanding of design systems and KPIs, with the ability to scale design practices across teams and platforms.
• Exceptional strategic thinking and execution skills, capable of aligning design priorities with business goals and translating them into measurable outcomes.
• Strong influence and communication skills, with executive presence and the ability to embed design thinking across senior and executive stakeholder groups.
• Skilled facilitation and collaboration abilities, adept at leading workshops and driving alignment across product, operations, technology, and CX teams.
• Global perspective and adaptability, with experience working across cultures and geographies to implement design-led transformation.
• Executive presence with the ability to direct, influence, and hold accountable peers at the director level and above.
• 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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