Manager-Customer Experience Strategy

Job Posting Title:

Manager-Customer Experience Strategy

Req ID:

Job Description:

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 within the Customer Experience and Commercial Intelligence team is to activate our data assets to uncover actionable insights that enhance the Walt Disney World (WDW) Customer experience. This role sits at the intersection of strategy analytics and storytellingpartnering across functions to influence key commercial and customer experience decisions.

As the Manager Customer Experience Strategy you will set the analytical and strategic agenda for how we understand and improve the Customer planning experience. You will lead a team of Senior Customer Experience Analysts shape the Customer Experience insights roadmap and serve as a trusted advisor to senior leadersensuring the work your team produces translates into decisions and measurable outcomes. This is a leadership role for someone who is equally comfortable framing an ambiguous business problem developing talent and influencing executives.

This position reports to the Senior Manager Customer Experience Strategy and has two direct reports at the Senior Customer Experience Analyst level.

Position Responsibilities

While priorities may shift core responsibilities will include:

Team Leadership & Talent Development

• Lead coach and develop a team of two Senior Customer Experience Analysts setting clear goals priorities and expectations
• Provide regular feedback career development guidance and stretch opportunities that build analytical storytelling and influence capabilities
• Balance workload across the team protecting capacity for the highest-value work and removing barriers to execution
• Raise the quality bar through thoughtful review of analyses narratives and deliverables before they reach leadership
• Foster an inclusive collaborative team culture grounded in curiosity accountability and continuous learning

Customer Experience Strategy

• Own the Customer Experience insights agenda defining the questions most worth answering and the sequence in which to answer them
• Identify and size opportunities to improve the end-to-end Guest experience across key planning touchpoints
• Translate insights into a prioritized customer-centric roadmap aligned with business goals
• Provide thought leadership on how data can be used to enhance personalization engagement and satisfaction
• Anticipate emerging Customer pain points and bring forward proactive recommendations rather than reactive reporting

Strategic Influence & Executive Communication

• Partner with senior leadership to develop data-driven business cases that influence cross-functional partners and executives
• Synthesize complex sometimes conflicting inputs into clear recommendations that inform customer experience commercial and operational strategies
• Represent the team in executive forums presenting insights and defending recommendations with clarity and conviction
• Drive prioritization and trade-off decisions based on quantified customer and business impact
• Build durable relationships across Marketing Technology Operations Finance and Analytics to ensure insights are adopted and acted upon

Insights Measurement & Data Stewardship

• Set the measurement strategy for Customer Experience initiatives including success metrics frameworks and reporting cadence
• Guide the teams analytical approach ensuring the right methodologies (e.g. segmentation trend analysis testing frameworks) are applied to each question
• Partner with data science analytics and technology teams to expand the data assets and capabilities available to the team
• Maintain familiarity in SQL Snowflake and Tableau sufficient to direct pressure-test and validate the teams work
• Champion data integrity governance and quality control across the datasets the team relies on

Project & Portfolio Management

• Oversee multiple high-priority initiatives simultaneously from discovery through execution and post-implementation measurement
• Establish clear business requirements and align stakeholders across functions on scope timing and definition of success
• Maintain project plans with clear milestones owners risks and dependencies
• Proactively communicate progress insights and recommendations to stakeholders and leadership

Industry & Business Acumen

• Maintain a strong understanding of industry trends competitive landscape and evolving customer expectations
• Apply knowledge of WDW business operations and Guest behavior to contextualize insights and shape strategy
• Bring an outside-in perspective on customer experience best practices from other industries

Basic Qualifications

• 5 years of experience in strategy analytics consulting customer experience or a related field
• 1 years of experience formally leading managing or mentoring analysts or similar talent
• Demonstrated ability to set strategic direction and translate ambiguous business problems into structured prioritized workplans
• Proven track record of influencing senior leaders and cross-functional partners through data-driven recommendations
• Working fluency in SQL and cloud-based data platforms such as Snowflake (or similar) sufficient to guide and validate the teams analysis
• Familiarity with dashboarding and data visualization tools such as Tableau or comparable BI tools
• Excellent communication and storytelling skills including advanced PowerPoint development and executive presence
• Strong analytical and problem-solving skills with high intellectual curiosity
• Demonstrated ability to manage multiple priorities and competing stakeholders in a fast-paced ambiguous environment
• Strong collaboration skills with the ability to build trust and drive alignment across functions

Preferred Qualifications

• Experience with Walt Disney World data systems and business processes
• Experience working with customer experience metrics (e.g. CSAT journey analytics)
• Experience building or scaling an insights or strategy function

Required Education

• Bachelors degree with a preference in business analytics or industrial engineering or equivalent experience

Preferred Education

• Masters degree or equivalent is preferred

The hiring range for this position in Orlando FL is $120800 to $161900 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidates 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.

Job Posting Segment:

Commercial Strategy

Job Posting Primary Business:

Revenue Planning (WDW)

Primary Job Posting Category:

Guest Experience

Employment Type:

Full time

Primary City State Region Postal Code:

Lake Buena Vista FL USA

Alternate City State Region Postal Code:

Date Posted:

Required Experience:

Manager