Senior Customer Experience Analyst

The Walt Disney Company • Lake Buena Vista, FL

1d • Onsite

About The Position

This role focuses on the Customer Experience during the planning phase of a WDW vacation, encompassing interactions, rules, and requirements for considering, planning, purchasing, reserving, and managing a vacation. The mission within the Customer Experience and Commercial Intelligence team is to activate 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 a Senior Customer Experience Analyst, you will translate complex data into clear, compelling recommendations that shape the Guest journey. This individual contributor role offers the opportunity to demonstrate advanced analytical thinking, technical capability, and cross-functional leadership. This position reports to the Manager, Customer Experience Strategy.

Requirements

• 2–3 years of experience in strategy, analytics, consulting, or a related field
• Experience working in SQL for data extraction, transformation, and analysis
• Experience working with cloud-based data platforms such as Snowflake (or similar)
• Experience building dashboards and data visualizations using Tableau or comparable BI tools
• Strong analytical and problem-solving skills with high intellectual curiosity
• Ability to translate complex data into clear, actionable insights and recommendations
• Excellent communication and storytelling skills, including advanced PowerPoint development
• Demonstrated ability to manage multiple priorities in a fast-paced, ambiguous environment
• Experience with data validation, data quality management, and large dataset handling
• Strong collaboration skills with the ability to influence cross-functional stakeholders
• Bachelor’s degree with a preference in business or analytics, 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)

Responsibilities

• Leverage structured and unstructured data to identify trends, uncover insights, and inform strategic decisions
• Write and optimize queries using SQL to extract, manipulate, and validate data from enterprise data platforms such as Snowflake
• Partner with data scientists and analytics teams to apply appropriate methodologies (e.g., segmentation, trend analysis, testing frameworks)
• Define success metrics, build measurement frameworks, and monitor performance of Customer Experience initiatives over time
• Ensure data integrity, governance, and quality control across datasets used for analysis
• Develop dynamic dashboards and visualizations using Tableau (or similar BI tools) to communicate insights effectively
• Translate complex datasets into compelling narratives tailored to both technical and non-technical audiences
• Craft executive-ready presentations that clearly connect insights to business actions and outcomes
• Partner with leadership to develop data-driven business cases that influence cross-functional partners and senior executives
• Synthesize insights into clear recommendations that inform customer experience, commercial, and operational strategies
• Support prioritization of initiatives based on quantified customer and business impact
• Identify and size opportunities to improve the end-to-end Guest experience across key 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
• Lead and support multiple high-priority initiatives simultaneously, from discovery through execution
• Gather and define business requirements, aligning stakeholders across functions
• Develop project plans with clear milestones, 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

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: Senior
• Number of Employees: 1,001-5,000 employees