Manager, Global UXUI Research & Accessibility

About the role

The Manager, Global UX/UI Experience Design, Research & Accessibility is a core member of the Global Experience Design Group at UDX. This role works closely with cross-functional teams to craft usability studies, analyze results, and derive insights and recommendations that inform the development of new experiences, unlocking the potential of Universal Parks’ products and platforms for guests. The position leads and supports usability testing and accessibility strategies focused on driving business results and validating useful, usable, accessible, and delightful interactions across global digital product experiences.

Responsibilities

• Conduct usability testing to test hypotheses of iterative design work, identify design problems, uncover opportunities for improvement, and learn about target user behavior and preferences.
• Collect and analyze KPIs to make informed, data-driven recommendations for UX/UI improvements.
• Write detailed study plans including goals, hypothesis, metrics, and study approach.
• Apply the best methods to answer UX research questions and ensure the quality of usability tests.
• Consolidate test findings into compelling, insightful stories to share with stakeholders.
• Refine design solutions based on evidence, UX research methodology, results, and accessibility principles in collaboration with consumer insights, analytics, product, and technology teams.
• Plan and conduct usability and accessibility tests, reviews, analysis, and documentation as part of a hands-on role.
• Define and conduct qualitative research, including usability studies and interviews, to provide insights on requirements definition, content strategy, wireframes, visual, and interaction design.
• Champion accessible and innovative design solutions that improve engagement, conversion, and fan loyalty across digital platforms.
• Ensure consistent, cross-functional communication across marketing, IT, business operations, creative, revenue operations, and finance teams.
• Build and sustain a high-performing UX/UI product design team to achieve operational excellence and superior guest experience advancements.
• Coach team members in user research methodology and accessibility principles.
• Develop and conduct usability testing strategies that support the UPR Global Experience Design vision and identify customer challenges to improve user experience.
• Partner on the development of end-to-end experiences and enhancements across all customer touchpoints and channels.
• Conduct heuristic reviews, competitive research, and assess end-to-end business processes to identify and implement enhancements that improve customer satisfaction and deepen loyalty.
• Share insights and recommend solutions for key business decisions to enable alignment and collaboration during new product rollouts or enhancements.
• Ensure designed practices, annual product and consumer targets, and KPIs are met based on delivered experiences.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established policies and procedures.

Requirements

• Bachelor’s degree required; undergraduate degree in User Experience, Experience Design, Human Factors, Psychology, UX Research, Human-Centered Interaction, or Interaction Design preferred.
• 5+ years of experience with demonstrated leadership in user research and usability testing for digital experiences.
• 2+ years of experience as a Senior UX Researcher or Senior Designer developing digital interactive products or experiences.
• Accessibility certification and experience preferred.
• Experience with immersive technologies, ecommerce sites in the travel and hospitality sector, rewards/engagement, and loyalty programs is a plus.
• Must present a portfolio of work that includes usability research case studies and demonstrates strong UX and interaction design excellence.

Skills

• Experience in project team leadership, large-scale program planning, and hands-on execution when needed.
• Demonstrated success creating end-to-end digital product designs in the consumer technology sector.
• Proven experience working with product teams and UX/UI designers in conducting user research (e.g., usability testing, heuristic analyses, competitive benchmarking, contextual interviews).
• Proven track record in building effective interpersonal business relationships and presenting to stakeholders at all levels in a matrixed organization.
• Excellent written and verbal communication skills, with the ability to articulate and visualize both qualitative and quantitative results.
• Demonstrable experience in a wide range of qualitative and quantitative methodologies, including heuristics, remote usability testing, contextual interviews, surveys, rapid iterative testing, and ethnography.
• Ability to write detailed test plans and summarize data sets.
• Knowledge of reviewing and applying accessibility best practices to solutions.
• Passion for usability testing and championing accessibility principles.
• Experience with agile methodology.
• Understanding of key metrics for digital interactive products, including monthly active users (MAU), daily active users (DAU), average revenue per paying user (ARPPU), average revenue per install (ARPI), and conversion rates.
• Ability to project manage and work effectively under deadlines in complex business environments through collaboration.
• Highly proficient in usability testing platforms such as UserZoom or UserTesting.com.
• Experience with Adobe Creative Suite, Sketch, InVision, and Abstract.