Job Posting Title:

Senior Customer Experience Analyst

Req ID:

10098013

Job Description:

About the Role & Team

Disney has long been known for the quality of our Guest Experiences, including world-class service. Where “consumer” represents our at home audience, and a “Guest” is immersed in our products and experiences. This role really focuses on the “Customer Experience” during the planning phase. We concentrate on the interactions, rules, and requirements involved to consider, plan, purchase, reserve, and manage a Walt Disney World vacation.

Today it is increasingly important for us to help Customers understand Walt Disney World, make confident choices, navigate our unique planning requirement, know the business rules, and for us to provide quality service when and how they expect.

Our mission as the Customer Experience Strategy and Intelligence team is to put our data assets to work and discover previously unknown insights about our customers to create insightful recommendations to enhance their Walt Disney World Customer Experience. This is a unique role, that works across a variety of functional areas. A position like this puts you in the middle of the main commercial and customer experience decisions of the company – and is a great way to showcase your analytical and project management skills!

The Sr. Customer Experience Analyst currently reports to the Senior Customer Experience Strategy Manager and is an individual contributor role.

What You Will Do

While each day will be different, with rotating priorities, the main themes for this role include:

• Influence: Support Manager in developing strategic business cases for Customer Experience initiatives to influence partners and Senior Executives.
• Analytics: Leverage data to initiate key workstreams, prioritize projects, develop a Customer centric roadmap, gain senior leader support, influence partners and to make insightful data driven recommendations to improve the Walt Disney World customer experience. Closely partner with analytics experts and data scientist to link the right data assets to the proper analytical techniques to measure success of initiatives and to monitor the Customer Experience scores over time.
• Customer Experience Storyteller: Propose points of view on potential business impacts through discovery and translation of insights to support customer experience, product, pricing, forecasting, planning, and marketing decisions. Able to quickly and concisely translate data to develop a strategy and plan.
• Project Management: Supports and influences cross-functional stakeholders to gather business analysis requirements on multiple high priority projects. Develops project plans that articulate the value, sets milestones, connects across all our partners, and moves projects forward. Proactively communicates progress and changes.
• Financial: Support development of key inputs for long-term and annual operating plans that support key Customer Experience Initiatives.
• Industry Knowledge: Maintain current knowledge of industry trends, competitors, business opportunities, and customer dynamics through working with Consumer Insight Measurement and Analytics (CIMA).

Required Qualifications & Skills

• 2-3 years of experience in strategy, business or analytical-related roles
• Demonstrated proficiency with Tableau
• Solution oriented, creative problem solver with high intellectual curiosity
• Time-management skills, with ability to prioritize multiple requests and proactively communicate status to stakeholders in a fast-paced environment
• Demonstrated competency in data collection, design, data analysis, data quality control, database file management
• Strong written and verbal communication skills, with the ability to communicate complex ideas and craft concise recommendations
• Ability to build relationships and collaborate with a wide range of stakeholders from different backgrounds and functions
• Proactive thinker with the ability to thrive in an often ambiguous, fast-paced environment
• Independently manage workload, providing updates on deliverables and value of work

Preferred Qualifications

• Experience working on an analytics team
• Knowledge of Walt Disney World data and business processes

Education

Bachelor’s degree in Business or Analytics related field

Job Posting Segment:

Commercial Strategy

Job Posting Primary Business:

Revenue Planning (WDW)

Primary Job Posting Category:

Guest Experience

Employment Type:

Full time

Primary City, State, Region, Postal Code:

Lake Buena Vista, FL, USA

Alternate City, State, Region, Postal Code:

Date Posted:

2024-08-22