Senior Customer Experience Analyst

Job Description

Senior Customer Experience Analyst

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 WDW vacation.

Today it is increasingly important for us to help Customers understand WDW, 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 and Commercial 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 WDW 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 Manager, Customer Experience Strategy and is an individual contributor role.

Position Responsibilities

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 WDW customer experience. Closely partner with analytics experts and data scientists 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.

• Industry Knowledge: Maintain current knowledge of industry trends, competitors, business opportunities, and customer dynamics.

Basic Qualifications

• 2-3 years experience in strategy, business or analytical-related roles

• 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

• Ability to communicate complex ideas and craft concise recommendations through skilled PowerPoint design and storytelling

• 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

• Knowledge of Walt Disney World data and business processes

Required Education

• Bachelor’s degree with a preference in business or analytics, or equivalent experience

Additional Information

Disney Experiences brings the magic of Disney to life—creating unforgettable memories for guests while showcasing innovation, storytelling, and exceptional service.  We prioritize an outstanding employee experience by fostering creativity, collaboration, and professional growth, ensuring Cast Members have the tools and support to thrive.

Learn more here https://disneyexperiences.com/employee-experience/