CX Data & Insights Analyst

Warner Bros Discovery Inc•New York, NY

32d

About The Position

As an Analyst on the CX Data & Insights team, you will lead the strategy, planning, and day-to-day implementation of the CX self-service insights program. You'll design and maintain clear and accurate dashboards, define and measure KPIs with partner teams, and, in partnership with the CX Data team, introduce AI-assisted workflows that make it faster and easier to understand customer pain points. This is an insights role rooted in customer experience-not a data-science role. The ideal candidate will balance a technical skillset with the writing, design, and storytelling skills needed to help stakeholders quickly see what's happening, why it matters, and what to do next.

Requirements

3-5 years relevant work experience
Bachelor's degree in related discipline and/or relevant work experience, with experience and/or demonstrated interest in the streaming/entertainment industry preferred.
Analytically driven, with strong writing and communication skills, including being able to provide actionable insights to both technical and non-technical stakeholders as well as senior leadership.
Strong understanding of current AI landscape, models, and with AI use cases within the CX and insights space.
Experience creating dashboards. Salesforce, Looker, and/or Tableau experience is a plus.
The ability to work quickly without compromising the quality or fidelity of insights.
Passionate about building and cultivating a best-in-class customer experience.
Strong interpersonal skills and ability to prioritize requests effectively, balancing the needs of WBD and our customers.

Responsibilities

Own the CX self-service insights program end-to-end, including intake, prioritization, delivery, onboarding (office hours, etc), and success metrics.
Implement AI-assisted workflows in partnership with the CX Data team and integrate WBD AI tools where useful-for example, natural-language insights over dashboards and feedback/pain-point summarization.
You will take ownership of dashboards by building Salesforce Lightning dashboards end to end. Additionally, for insights-related Looker and Tableau dashboards, you will lead design and success tracking while partnering on the build itself, with the goal of giving stakeholders across the organization access to foundational CX data.
Partner with Dynamic Insights pillar to operationalize CX-driven partner KPIs by publishing clear definitions, setting up tracking, and ensuring the required data and self-service access are available to both Insights teams and to stakeholders.
Following launches, partner with Dynamic Insights pillar to create long term views for stakeholders and fully integrate into existing dashboards and processes as needed.
Strive for more scalable and actionable insights through the use of technology; a mindset of continuous improvement is essential to success in this role.