Manager-Customer Experience Strategy

Role Overview

This role focuses on the Customer Experience during the planning phase, concentrating on interactions, rules, and requirements involved to consider, plan, purchase, reserve, and manage a WDW vacation. The mission is to activate data assets to uncover actionable insights that enhance the Walt Disney World (WDW) Customer experience.

What You Will Do

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.

Why It Might Be a Fit

This is a leadership role for someone who is equally comfortable framing an ambiguous business problem, developing talent, and influencing executives. You will partner with senior leadership to develop data-driven business cases that influence cross-functional partners and executives.

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

Benefits

• Bonus
• Long-term incentive units
• Full range of medical, financial, and/or other benefits

Tagged as: Data Analysis, Data Visualization, Snowflake, SQL, Tableau