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Sr Mgr-Customer Experience Strategy

Apply NowApply Later Job ID 10002416 Location Lake Buena Vista, Florida, United States Business Walt Disney World Resort Date posted Nov. 03, 2022 Flex Type Hybrid

- This role is considered hybrid, which means the employee will work a portion of their time on-site from a Company designated location and the remainder of their time remotely.

Job Summary:

Senior Manager Customer Experience Strategy

Reports to: Director, WDW Yield and Customer Experience Strategy


Disney has long been known for the quality of our Guest Experience, including world-class service. Where a “Consumer” represents our at home audience, and a “Guest” is immersed in our products and experiences, we are making the distinction of the “Customer Experience” to focus even more on all the interactions, rules, and requirements involved to consider, plan, purchase, reserve, and manage the elements of a WDW vacation. Today, it is increasingly important for us to help Customers understand WDW, make confident choices, navigate our unique planning requirements and business rules, and for us to provide quality service when and how they expect.  Other companies both inside and outside our industry continue to chase Customer Experience improvement, and we should continue to extend our Guest Experience excellence as a leader in Customer Experience.

As we are advancing our Customer Experience, we are also advancing the ways in which we yield our products. In order to ensure the roadmaps for these critical advancements occur in manner that our business rules are Customer centric, we have recently created a new position Director, WDW Yield and Customer Experience Strategy reporting to the Vice President Revenue Planning and Optimization with a dual report to the Vice President, Customer Experience.

As the Senior Manager Customer Experience Strategy, reporting to the Director, WDW Yield and Customer Experience Strategy, you will lead a team and key stakeholders to build the strategic roadmap leading to an enhanced Customer Experience. You will be in one of the most highly visible manager roles available in the organization and have significant strategic responsibility supporting the Customer Experience.


  • Demonstrate a deep understanding and clear articulation of WDW business model and the customer experience across all its lines of business and channels (website, App, Disney Central, Trade, etc.)
  • Demonstrate deep expertise and constantly monitor the pulse of the customer experience, providing navigation through solution considerations
  • Identify and assess initiatives enhancing the customer experience, and own the strategic roadmap prioritizing these key initiatives
  • Partner with all key stakeholders (all channels, Customer Experience Intelligence, Technology) and support the Customer Experience Team to deliver those key initiatives
  • Build your team’s recommendation and present to partners and senior leaders including Senior Executive audience
  • Champion a culture of excellence, collaboration, diversity, and innovation on your team

Basic Qualifications

  • Minimum 8 years’ experience in strategy roles, marketing, product development, or financial analysis / analytical role
  • An entrepreneurial spirit driving innovative ideas and challenging the status quo  
  • Proven experience leading strategic initiatives focused on improving the customer or guest experience
  • Ability to create compelling presentations and visualizations for executive audiences under tight timelines
  • Ability to build trust, influence others, and navigate ambiguity
  • Must work well in a fast-paced business and display professionalism and confidence in complex situations

Required Education

  • Bachelor’s degree or equivalent in a business field (e.g. Finance, Economics, Business Administration, Marketing)

About Walt Disney World Resort:

Since opening in 1971, Walt Disney World Resort has played an important role in many childhood and family memories. Today, hundreds of millions of guests from around the globe visit this magical place to enjoy a Disney vacation. Through a combination of creativity, innovation and technology, the resort immerses guests in classic Disney tales and new kinds of family entertainment. Drawing from a rich heritage of storytelling, Walt Disney World Resort cast members bring Disney magic to life through unmatched attention to detail and superior guest service.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Disney Destinations, LLC, which is part of a business we call Walt Disney World Resort.

Disney Destinations, LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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