Manager-Customer Experience Strategy

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 storytelling—partnering 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 leaders—ensuring 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 ResponsibilitiesWhile priorities may shift, core responsibilities will include:​ Team Leadership & Talent DevelopmentLead, coach, and develop a team of two Senior Customer Experience Analysts, setting clear goals, priorities, and expectationsProvide regular feedback, career development guidance, and stretch opportunities that build analytical, storytelling, and influence capabilitiesBalance workload across the team, protecting capacity for the highest-value work and removing barriers to executionRaise the quality bar through thoughtful review of analyses, narratives, and deliverables before they reach leadershipFoster an inclusive, collaborative team culture grounded in curiosity, accountability, and continuous learningCustomer Experience StrategyOwn the Customer Experience insights agenda, defining the questions most worth answering and the sequence in which to answer themIdentify and size opportunities to improve the end-to-end Guest experience across key planning touchpointsTranslate insights into a prioritized, customer-centric roadmap aligned with business goalsProvide thought leadership on how data can be used to enhance personalization, engagement, and satisfactionAnticipate emerging Customer pain points and bring forward proactive recommendations rather than reactive reportingStrategic Influence & Executive CommunicationPartner with senior leadership to develop data-driven business cases that influence cross-functional partners and executivesSynthesize complex, sometimes conflicting inputs into clear recommendations that inform customer experience, commercial, and operational strategiesRepresent the team in executive forums, presenting insights and defending recommendations with clarity and convictionDrive prioritization and trade-off decisions based on quantified customer and business impactBuild durable relationships across Marketing, Technology, Operations, Finance, and Analytics to ensure insights are adopted and acted uponInsights, Measurement & Data StewardshipSet the measurement strategy for Customer Experience initiatives, including success metrics, frameworks, and reporting cadenceGuide the team’s analytical approach, ensuring the right methodologies (e.g., segmentation, trend analysis, testing frameworks) are applied to each questionPartner with data science, analytics, and technology teams to expand the data assets and capabilities available to the teamMaintain familiarity in SQL, Snowflake, and Tableau sufficient to direct, pressure-test, and validate the team’s workChampion data integrity, governance, and quality control across the datasets the team relies onProject & Portfolio ManagementOversee multiple high-priority initiatives simultaneously, from discovery through execution and post-implementation measurementEstablish clear business requirements and align stakeholders across functions on scope, timing, and definition of successMaintain project plans with clear milestones, owners, risks, and dependenciesProactively communicate progress, insights, and recommendations to stakeholders and leadershipIndustry & Business AcumenMaintain a strong understanding of industry trends, competitive landscape, and evolving customer expectationsApply knowledge of WDW business operations and Guest behavior to contextualize insights and shape strategyBring an outside-in perspective on customer experience best practices from other industriesBasic Qualifications5+ years of experience in strategy, analytics, consulting, customer experience, or a related field1+ years of experience formally leading, managing, or mentoring analysts or similar talentDemonstrated ability to set strategic direction and translate ambiguous business problems into structured, prioritized workplansProven track record of influencing senior leaders and cross-functional partners through data-driven recommendationsWorking fluency in SQL and cloud-based data platforms such as Snowflake (or similar), sufficient to guide and validate the team’s analysisFamiliarity with dashboarding and data visualization tools such as Tableau or comparable BI toolsExcellent communication and storytelling skills, including advanced PowerPoint development and executive presenceStrong analytical and problem-solving skills with high intellectual curiosityDemonstrated ability to manage multiple priorities and competing stakeholders in a fast-paced, ambiguous environmentStrong collaboration skills with the ability to build trust and drive alignment across functionsPreferred QualificationsExperience with Walt Disney World data, systems, and business processesExperience working with customer experience metrics (e.g., CSAT, journey analytics)Experience building or scaling an insights or strategy functionRequired EducationBachelor’s degree with a preference in business, analytics, or industrial engineering, or equivalent experiencePreferred EducationMaster’s degree or equivalent is preferredThe hiring range for this position in Orlando, FL is $120,800 to $161,900 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.Reference: 10161866