Senior Customer Experience Analyst_
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** Bachelors degree in Business or Analytics related field *Job ID:** 10098013 *Location:** Lake Buena Vista,Florida *Job Posting Company:** Walt Disney World Resort The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email [email protected] with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability. Original job Senior Customer Experience Analyst_ posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs Apply Job!