Director, Total Experience and Genie

About the Role & Team

“We Power the Magic!” That’s our motto at Disney Experiences Technology & Digital. Our team creates world-class immersive digital experiences for the Company’s premier vacation brands including Disney’s Parks & Resorts worldwide, Disney Cruise Line, Aulani, A Disney Resort & Spa, and Disney Vacation Club. We are responsible for the end-to-end digital and physical Guest experience for all technology & digital-led initiatives across the Attractions & Entertainment, Food & Beverage, Resorts & Transportation and Merchandise lines of business as well as other initiatives including MyDisneyExperience and Hey, Disney!

What You Will Do

Reporting to the VP, Emerging Products, and as member of the Technology and Digital leadership team, this role will drive more connected, personalized and compelling end-to-end experiences across physical and digital products.

As the Director, Total Experience, you will be responsible for leading the digital product, looking holistically across our end-to-end Guest journey finding opportunities to connect our products and experiences together, simplifying the planning and booking process for our Guests, optimize our Guest’s visit (for example: saving them time waiting in line), help them discover new experiences based on their interests and relive the magic of their visit at home.

You will lead a Product Management team and collaborate with technology, design, operations, analytics, project management as well as key stakeholders, partners and third-party vendors to develop product requirements, define the roadmap, execute against a project plan, deliver products to Guest and Cast and continue to optimize the experience post launch. You will be responsible for initiatives that span across all global Parks digital touchpoints including web and mobile, as well as physical and digital convergence within the theme parks and resorts businesses.

• Oversee the end-to-end total Guest experience across DX digital experiences, ensuring our Guest & Cast can effortlessly navigate between Products and working with Product Managers in other product areas on initiatives to improve the collective experience

• Lead a team of Product Managers and Analysts to optimize Disney Genie’s recommendation engine and optimizer algorithm that generates itineraries based on a combination of Guest interests, preferences with years of theme park data and real-time operating status, in partnership with the Engineering teams

• Lead a team of Product Managers that are focused on short-term Customer Experience improvements to fix current challenges in the Guest experience, including partnering with Site Leadership to prioritize quick wins and change business rule/policies

• Identify opportunities for a mid-term roadmap to make incremental improvements to the Guest experience and Guide our Guest through the planning and booking process

• Partner with A/B testing and Commerce teams to identify opportunities to reduce friction in the purchase experience and increase conversion rates to drive digital channel revenue growth

• Partner with third parties to benchmark current Digital Experience and understand industry best practices for frictionless digital interactions, while also understanding future trends to set a unified vision for our Digital Uplift strategic roadmap

• Partner with Creative & Design team to concept and set a new vision to uplift our domestic sites web and app experiences to drive significant improvements to our Guest excellence ratings

• Partner with the Director, Emerging Products to understand the emerging technology strategic roadmap and create a unified vision for how to integrate emerging products & experiences into the current Customer, Guest and Cast journey to ensure a seamless, frictionless and world-class Total Guest Experience

• Define standard KPIs and Metrics to measure success including engagement, monetization, stability, and performance (e.g., engagement over time, conversion rate, monetization of high value features for business and guest)

• Makes choices about product and project scope, priorities, MVP, delivery dates, etc.

• Manages and executes on multiple projects in parallel, balancing the needs and timelines of each simultaneously.

• Support leadership in large scale initiatives, including creation of deliverables (assessments, internal presentations, etc.) with a view toward promoting informed decision-making and presentations that will be shared with senior-level audiences.

Required Qualifications & Skills

• 12 years combined business, technology and digital experience with 5 years in a management position

Preferred Experiences & Skills

• Experience in delivering large scale digital programs/transformation that integrate technology into physical environment to improve the end-to-end customer experience

• Strong product delivery experience

• Ability to shape early concepts into actionable plans

• Demonstrated proficiency in strategy development, excellent communication and negotiation skills and proven experience driving alignment across multiple stakeholders.

• Capabilities as it relates to converging technology seamlessly into the physical Guest experience.

• Positive, inspiring, and collaborative mindset that can be a trusted advocate for the DX Tech & Digital Team that partners with colleagues in other Disney Company segments to ensure alignment within broader company-wide initiatives.

• Working knowledge of markets, products, and competitive landscape (including ability to predict and explain current/future trends), and the ability to translate (both verbally and in writing) technologies into business value.

Required Education

• Bachelor’s Degree or equal experience required. Graduate degree preferred.