Customer Experience Strategy Lead

Disney Live Entertainment; Lake Buena Vista (FL); Presencial; USD 121 000 - 162 000; Tempo integral

Resumo da oferta

Disney Live Entertainment in Orlando, FL seeks a Manager, Customer Experience Strategy to set the analytics agenda for the Customer planning experience and lead a small team of senior analysts. You will shape insights, translate them into a prioritized roadmap, and influence senior leaders across Marketing, Technology, Operations, Finance, and Analytics.

The role requires guiding strategic decisions with data, delivering executive-ready narratives, and building durable cross-functional

Qualificações

• 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.
• 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.

Responsabilidades

• Lead, coach, and develop a team of two Senior Customer Experience Analysts, setting clear goals, priorities, and expectations.
• Own the Customer Experience insights agenda, defining the questions most worth answering and the sequence in which to answer them.
• Partner with senior leadership to develop data-driven business cases that influence cross-functional partners and executives.
• Set the measurement strategy for Customer Experience initiatives, including success metrics, frameworks, and reporting cadence.
• Oversee multiple high-priority initiatives simultaneously, from discovery through execution and post-implementation measurement.
• Maintain project plans with clear milestones, owners, risks, and dependencies.
• 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.

Conhecimentos

SQL

PowerPoint

Tableau

Leadership

Storytelling

Communication

Analytics

Cross-functional collaboration

Formação académica

Bachelor’s degree

Master’s degree

Ferramentas

Snowflake

Tableau

Descrição da oferta de emprego

Disney Live Entertainment in Orlando, FL seeks a Manager, Customer Experience Strategy to set the analytics agenda for the Customer planning experience and lead a small team of senior analysts. You will shape insights, translate them into a prioritized roadmap, and influence senior leaders across Marketing, Technology, Operations, Finance, and Analytics.

The role requires guiding strategic decisions with data, delivering executive-ready narratives, and building durable cross-functional