Director, Guest Data Operations and Analytics

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 Director, Guest Data Ops & Analytics oversees the strategy, development, and management of data operations and analytics across the guest experience, encompassing marketing, digital customer experience (DCX), and product analytics. The Director is responsible for ensuring data-driven insights and robust data operations that support the entire guest journey from marketing outreach to on-site interactions and product engagement. This leadership position requires close collaboration with cross-functional teams, including Marketing & Sales, Product, Digital Engagement, Ecommerce and Technology, to drive data-enabled decision-making and enhance the guest experience. The Director will lead a team of Managers, Analysts, and Engineers to build, maintain, and optimize data pipelines, ensure data quality and governance, and develop actionable analytics to support strategic business objectives.

MAJOR RESPONSIBILITIES:

Leadership

• Lead and mentor a team of data analysts and data operations engineers providing guidance, support, and fostering a collaborative and innovative environment.
• Oversee the team's performance, setting clear goals, and ensuring project deadlines are met.
• Manage project timelines, allocate resources effectively, and ensure projects are delivered on time and within scope.
• Conduct monthly, quarterly, and annual planning with team to ensure team objectives align and support broader business objectives.
• Work closely with executive leadership to define and execute the guest data and marketing strategy for UDX, aligning with business objectives.
• Maintain clear and effective communication with stakeholders at all levels, providing updates on progress, challenges, and successes.

Guest and Product Data Strategy

• Develop and implement a comprehensive data strategy that supports direct marketing, digital customer experience, and product initiatives.
• Conduct working sessions with stakeholders across Marketing, Digital Engagement, IT, and other departments to gather detailed data requirements.
• Translate business needs into technical specifications, ensuring that data solutions are aligned with strategic objectives.
• Ensure alignment with robust data governance practices including data ownership, access controls, and compliance with industry regulations.
• Implement systematic data quality checks to validate incoming data, ensuring it is error-free and consistent.
• Develop and maintain a centralized data catalog documenting metadata, data lineage, and data definitions for easy data discovery and utilization.
• Act as a data steward, advocating for data integrity and quality, and promoting a culture of data responsibility across the organization.
  Analytics and Insights
• Lead the development of reports, dashboards, and analytic solutions that provide deep insights into guest behaviors and trends.
• Partner with BI, Web Analytics, and Global Marketing Analytics teams to deliver actionable insights that shape guest experiences and inform marketing strategies.
• Influence executive leadership with data-driven recommendations to enhance guest engagement and satisfaction.
• Develop and expand the use of product analytics to inform product development, feature enhancements, and guest satisfaction.

Research and Innovation

• Stay up to date with the latest analytics trend, implementations, and technologies, ensuring that the team is using the best practices and approaches.
• Take a hands-on approach in applying research to practical business problems.
• 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 in Computer Science, Information Systems, Marketing, Economics, Statistics, Business Administration, or a related field.
• Master’s degree preferred.

EXPERIENCE:

• 10+ years of experience in data management, analytics, and data operations, with a focus on marketing, digital customer experience, and product analytics.

ADDITIONAL INFORMATION:

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

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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