Viewer Insights Analyst

Viewer Insights Analyst

Disney Direct to Consumer (DTC) includes premium streaming services with Hulu, a premium streaming service that offers premium originals, current season TV, a massive library of hit series and movies, and live television and Disney+ is the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars, Marvel, Pixar, Disney, and NatGeo. Our DTC team is looking for hardworking team-players to join the Viewer Experience team, who will thrive upon the legacy of Disney, and Hulu, embrace unconventional thinking, and who are passionate about contributing to The Walt Disney Company's direct-to-consumer (DTC) experience through strategic hard work and determination.

As a Viewer Insights Analyst, you will build reporting and generate insights that deepen our understanding of how viewers seek support across both self-service and assisted support channels, while also identifying trends across the operational functions that power our support ecosystem. The ideal candidate is curious, detail-oriented, and skilled at navigating complex datasets to answer questions about viewer behavior and operational performance. Your work will equip partners across Viewer Experience and the broader business with clear, actionable insights that improve support outcomes and help shape the future of the end-to-end support experience.

Responsibilities and Duties of the Role:

• Develop, maintain, and enhance intuitive dashboards for diverse users, translating complex reporting needs into technical specifications, using custom calculations, parameters, filtering criteria, and aggregations.
• Identify patterns and opportunities within VX and across the business. Create a common understanding of viewer support behaviors across all support channels.
• Build intuitive presentations, interfaces, infographics, and visualizations to communicate data stories for both technical and non-technical audiences, catering to various communication styles.
• Work closely with teams across departments to understand their data needs and provide valuable insights. Partner with global teams on diverse projects, providing expert guidance on defining and measuring success. Empower teams to iterate with agility.
• Maintain data quality, identify gaps, and collaborate with data analysts to enhance the breadth and depth of available information for VX teams.
• Stay updated on industry trends, emerging technologies, and advancements in data analytics. Apply this knowledge to enhance processes and introduce innovative solutions.

Required Qualifications (Education, Experience/Skills/Training):

• Bachelor's degree in a related analytical field or equivalent experience
• Minimum of 1 year of related experience or graduate degree in a related field, with a demonstrated aptitude for analytics
• Exceptional analytical & quantitative problem-solving skills with advanced knowledge of Excel
• Understanding of statistics concepts (e.g., hypothesis testing, regression analysis)
• Practical experience with data visualization tools such as Tableau, Looker, or Power BI
• Strong verbal and written communication skills with both peers and senior leadership
• Highly organized, efficient, and able to execute simultaneous projects in a fast-paced environment.

Preferred Qualifications:

• Systems knowledge: Salesforce, Google/Adobe Analytics, Tableau, or similar platforms
• Proficiency in SQL; familiarity with additional programming languages or data automation frameworks highly encouraged
• Experience with contact center tools, operations, and metrics (e.g., workforce management, CRM, QA platforms)
• Experience with self-service ecosystems (help centers, AI-powered virtual assistants, chatbots) including understanding of intent design, deflection strategies, and success metrics
• Familiarity with conversational design or natural language analytics (e.g., conversation tagging, intent classification, bot performance dashboards)
• Experience in the tech/entertainment space, or with a consumer-centered digital brand
• Comfort experimenting with emerging technologies and bringing forward innovative solutions that improve the viewer support journey

The Walt Disney Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

The hiring range for this position in Santa Monica, California and San Antonio, TX is $72,000.00 - $96,500.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.