The Walt Disney Company
Senior Customer Experience Analyst
The Walt Disney Company, Lake Buena Vista, Florida, United States
Senior Customer Experience Analyst
Disney has long been known for the quality of our Guest Experiences, including world‑class service. For this role, the focus is on the “Customer Experience” during the planning phase of a Walt Disney World vacation, encompassing interactions, rules, and requirements involved to consider, plan, purchase, reserve, and manage a WDW vacation.
The role is part of the Customer Experience and Commercial Intelligence team. The Senior Customer Experience Analyst reports to the Manager, Customer Experience Strategy and is an individual contributor.
Position Responsibilities
Influence: Support the 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, and provide insightful, data‑driven recommendations to improve the WDW customer experience. Partner with analytics experts and data scientists to select appropriate techniques and measure success.
Customer Experience Storyteller: Propose points of view on potential business impacts through discovery and translation of insights to support product, pricing, forecasting, planning, and marketing decisions. Translate data quickly and concisely into strategy and plan.
Project Management: Support and influence cross‑functional stakeholders to gather business analysis requirements on multiple high‑priority projects, develop project plans, set milestones, connect across partners, and move projects forward. Communicate progress and changes proactively.
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 who thrives 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.
Location: Orlando, FL
•
Salary: $120,000.00 – $135,000.00
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The role is part of the Customer Experience and Commercial Intelligence team. The Senior Customer Experience Analyst reports to the Manager, Customer Experience Strategy and is an individual contributor.
Position Responsibilities
Influence: Support the 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, and provide insightful, data‑driven recommendations to improve the WDW customer experience. Partner with analytics experts and data scientists to select appropriate techniques and measure success.
Customer Experience Storyteller: Propose points of view on potential business impacts through discovery and translation of insights to support product, pricing, forecasting, planning, and marketing decisions. Translate data quickly and concisely into strategy and plan.
Project Management: Support and influence cross‑functional stakeholders to gather business analysis requirements on multiple high‑priority projects, develop project plans, set milestones, connect across partners, and move projects forward. Communicate progress and changes proactively.
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 who thrives 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.
Location: Orlando, FL
•
Salary: $120,000.00 – $135,000.00
#J-18808-Ljbffr