Lead, Global UXUI Service Design

Universal Orlando•Orlando, FL

20h

About The Position

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.

Requirements

Bachelor’s Degree is required, master's degree preferred, in Design, Human-Computer Interaction, Strategic Design, Service Design, Organizational Leadership, or related field.
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.
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.

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.