Walt Disney World
Senior Customer Experience Analyst
Walt Disney World, Lake Buena Vista, Florida, United States
Senior Customer Experience Analyst – Disney Experiences
Disney has long been known for the quality of our Guest Experiences, including world‑class service. This role focuses on the “Customer Experience” during the planning phase of a Walt Disney World vacation, helping customers understand WDW, make confident choices, navigate planning, and receive quality service.
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 make insightful, data‑driven recommendations to improve the WDW customer experience. Collaborate with analytics experts and data scientists to link the right data assets to the proper analytical techniques to measure the success of initiatives and 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: Support and influence cross‑functional stakeholders to gather business analysis requirements on multiple high priority projects. Develop project plans that articulate the value, set milestones, connect across all partners, and move projects forward. Proactively communicate 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/
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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 make insightful, data‑driven recommendations to improve the WDW customer experience. Collaborate with analytics experts and data scientists to link the right data assets to the proper analytical techniques to measure the success of initiatives and 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: Support and influence cross‑functional stakeholders to gather business analysis requirements on multiple high priority projects. Develop project plans that articulate the value, set milestones, connect across all partners, and move projects forward. Proactively communicate 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/
#J-18808-Ljbffr