CX Strategy Manager — Insights, Influence & Impact

The Walt Disney Company; United States; On-site; USD 121,000 - 162,000; Full time

Job summary

The Walt Disney Company in Lake Buena Vista, FL is seeking a Manager, Customer Experience Strategy to lead the CX analytics agenda and a small team of two Senior Analysts. You will partner with senior leaders to translate insights into decisions that improve the guest planning experience and cross-functional outcomes.

You will shape the CX insights roadmap, identify opportunities to improve end-to-end planning touchpoints, and influence across Marketing, Technology, Operations, and Finance.

Qualifications

• 5+ years of experience in strategy, analytics, consulting, customer experience, or related field.
• 1+ years of experience leading, managing, or mentoring analysts or similar talent.
• Proven ability to set strategic direction and translate ambiguous problems into structured workplans.
• Demonstrated ability to influence senior leaders and cross-functional partners with data-driven recommendations.
• Experience with SQL and cloud data platforms such as Snowflake; familiar with Tableau.

Responsibilities

• Lead a two-person Senior Customer Experience Analyst team, setting goals and priorities.
• Own the Customer Experience insights agenda and prioritize questions to answer.
• Translate insights into a prioritized, customer-centric roadmap aligned with business goals.
• Provide data-driven recommendations to senior leadership in cross-functional forums.
• Set measurement strategy for CX initiatives and governance of data assets.
• Oversee multiple initiatives from discovery through post-implementation measurement.
• Build relationships across Marketing, Technology, Operations, Finance, and Analytics.

Skills

Strategic thinking

Analytical skills

Communication

Storytelling

Executive presence

Collaboration

Education

Bachelor’s degree in business/analytics/industrial engineering

Master’s degree preferred

Tools

SQL

Snowflake

Tableau

Job description

The Walt Disney Company in Lake Buena Vista, FL is seeking a Manager, Customer Experience Strategy to lead the CX analytics agenda and a small team of two Senior Analysts. You will partner with senior leaders to translate insights into decisions that improve the guest planning experience and cross-functional outcomes.

You will shape the CX insights roadmap, identify opportunities to improve end-to-end planning touchpoints, and influence across Marketing, Technology, Operations, and Finance.