Senior Customer Experience Analyst

Job Description

Senior Customer Experience Analyst

Disney has long been known for the quality of our Guest Experiences, including world-class service. Where “consumer” represents our at home audience, and a “Guest” is immersed in our products and experiences.  This role really focuses on the “Customer Experience” during the planning phase. We concentrate on the interactions, rules, and requirements involved to consider, plan, purchase, reserve, and manage a WDW vacation.

Today it is increasingly important for us to help Customers understand WDW, make confident choices, navigate our unique planning requirement, know the business rules, and for us to provide quality service when and how they expect.

Our mission within the Customer Experience and Commercial Intelligence team is to activate our 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 play a critical role in translating complex data into clear, compelling recommendations that shape the Guest journey. This highly visible 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.

Position Responsibilities

While priorities may shift, core responsibilities will include:

Advanced Analytics & Data Strategy

• 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

Data Visualization & Storytelling

• 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

​Strategic Influence

• 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

Customer Experience Strategy

• 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

Project & Stakeholder Management

• 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

Industry & Business Acumen

• 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

Basic Qualifications

• 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

Preferred Qualifications

• Experience with Walt Disney World data, systems, and business processes

• Experience working with customer experience metrics (e.g., CSAT, journey analytics)

Required Education

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

Additional Information

Disney Experiences brings the magic of Disney to life—creating unforgettable memories for guests while showcasing innovation, storytelling, and exceptional service.  We prioritize an outstanding employee experience by fostering creativity, collaboration, and professional growth, ensuring Cast Members have the tools and support to thrive.

Learn more here https://disneyexperiences.com/employee-experience/

The hiring range for this position in Florida is $100,100 to $134,200 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.