Manager-Customer Experience Strategy

The Walt Disney Company • Vista, FL

4d • Onsite

About The Position

This role focuses on the Customer Experience during the planning phase for Walt Disney World (WDW) vacations. It involves understanding and improving interactions, rules, and requirements related to considering, planning, purchasing, reserving, and managing a WDW vacation. The mission is to activate data assets to uncover actionable insights that enhance the WDW Customer experience. This position sits at the intersection of strategy, analytics, and storytelling, partnering across functions to influence key commercial and customer experience decisions. The Manager will set the analytical and strategic agenda for understanding and improving the Customer planning experience, lead a team of Senior Customer Experience Analysts, shape the Customer Experience insights roadmap, and serve as a trusted advisor to senior leaders.

Requirements

• 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 team’s 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
• Bachelor’s degree with a preference in business, analytics, or industrial engineering, or equivalent experience

Nice To Haves

• 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
• Master’s degree or equivalent is preferred

Responsibilities

• 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.
• 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.
• 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.
• Set the measurement strategy for Customer Experience initiatives, including success metrics, frameworks, and reporting cadence.
• Guide the team’s 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 team’s work.
• Champion data integrity, governance, and quality control across the datasets the team relies on.
• 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.
• 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.

Benefits

• A bonus and/or long-term incentive units may be provided as part of the compensation package
• full range of medical, financial, and/or other benefits, dependent on the level and position offered

What This Job Offers

• Job Type: Full-time
• Career Level: Manager