Manager-Customer Experience Strategy

Job Summary:

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 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-ensuring the work your team produces translates into decisions and measurable outcomes. This is a leadership role for someone who is equally comfortable framing an ambiguous business problem, developing talent, and influencing executives.

This position reports to the Senior Manager, Customer Experience Strategy and has two direct reports at the Senior Customer Experience Analyst level.

Position Responsibilities

While priorities may shift, core responsibilities will include:

Team Leadership & Talent Development

• Lead, coach, and develop a team of two Senior Customer Experience Analysts, setting clear goals, priorities, and expectations
• Provide regular feedback, career development guidance, and stretch opportunities that build analytical, storytelling, and influence capabilities
• Balance workload across the team, protecting capacity for the highest-value work and removing barriers to execution
• Raise the quality bar through thoughtful review of analyses, narratives, and deliverables before they reach leadership
• Foster an inclusive, collaborative team culture grounded in curiosity, accountability, and continuous learning

Customer Experience Strategy

• Own the Customer Experience insights agenda, defining the questions most worth answering and the sequence in which to answer them
• Identify and size opportunities to improve the end-to-end Guest experience across key planning 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
• Anticipate emerging Customer pain points and bring forward proactive recommendations rather than reactive reporting

Strategic Influence & Executive Communication

• Partner with senior leadership to develop data-driven business cases that influence cross-functional partners and executives
• Synthesize complex, sometimes conflicting inputs into clear recommendations that inform customer experience, commercial, and operational strategies
• Represent the team in executive forums, presenting insights and defending recommendations with clarity and conviction
• Drive prioritization and trade-off decisions based on quantified customer and business impact
• Build durable relationships across Marketing, Technology, Operations, Finance, and Analytics to ensure insights are adopted and acted upon

Insights, Measurement & Data Stewardship

• Set the measurement strategy for Customer Experience initiatives, including success metrics, frameworks, and reporting cadence
• Guide the team's analytical approach, ensuring the right methodologies (e.g., segmentation, trend analysis, testing frameworks) are applied to each question
• Partner with data science, analytics, and technology teams to expand the data assets and capabilities available to the team
• 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

Project & Portfolio Management

• Oversee multiple high-priority initiatives simultaneously, from discovery through execution and post-implementation measurement
• Establish clear business requirements and align stakeholders across functions on scope, timing, and definition of success
• Maintain project plans with clear milestones, owners, 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 and shape strategy
• Bring an outside-in perspective on customer experience best practices from other industries

Basic Qualifications

• 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

Preferred Qualifications

• Experience with Walt Disney World data, systems, and business processes
• Experience working with customer experience metrics (e.g., CSAT, journey analytics)
• Experience building or scaling an insights or strategy function

Required Education

• Bachelor's degree with a preference in business, analytics, or industrial engineering, or equivalent experience

Preferred Education

• Master's degree or equivalent is preferred

The hiring range for this position in Orlando, FL is $120,800 to $161,900 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.

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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 that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. 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, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

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