Viewer Insights Analyst

Overview Viewer Insights Analyst for Disney Direct to Consumer (DTC) who builds reporting and insights to deepen understanding of how viewers seek support across self-service and assisted channels, and identifies trends across the support ecosystem. The role equips partners with clear, actionable insights to improve support outcomes and influence the end-to-end support experience. Responsibilities Develop, maintain, and enhance intuitive dashboards 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 presentations, interfaces, infographics, and visualizations to communicate data stories for technical and non-technical audiences. Collaborate with teams across departments to understand data needs and provide valuable insights; partner with global teams on diverse projects and guide on defining and measuring success. Empower teams to iterate with agility. Maintain data quality, identify gaps, and collaborate with data analysts to enhance data breadth and depth 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. Qualifications Bachelor’s degree in a related analytical field or equivalent experience. Minimum of 1 year of related experience or a graduate degree in a related field, with a demonstrated aptitude for analytics. Exceptional analytical and 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 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 is 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 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. Equal Employment Opportunity and Benefits The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers. Applicants will be considered without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. Disability accommodations for job applications can be requested by emailing View email address on click.appcast.io. This email is not for general employment inquiries. We will respond to requests related to accessibility of the online application system due to a disability. Salary range for this position in Santa Monica, CA and San Antonio, TX is $72,000.00 – $96,500.00 per year; base pay may vary by location and candidate. A bonus and/or long-term incentive units may be provided, in addition to benefits, dependent on level and position. #J-18808-Ljbffr