Job Posting Title:

Customer Experience Strategy Manager

Req ID:

10108218

Job Description:

About the Role & Team

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 Walt Disney World (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.

As the Customer Experience Strategy Manager, reporting to the Senior Manager Customer Experience Strategy, you will oversee building the strategic roadmap leading to an enhanced Customer Experience.

What You Will Do

Monitor customer experience trends and insights with expertise

Understand and stay curious about WDW channels (website, app, call center, Trade, etc.)

Build and optimize the Customer Experience roadmap, proactively managing key deliverables, milestones, and tasks

Prioritize delivery of impactful initiatives, balancing quick wins and long-term projects

Influence partner initiatives using a data-centric approach

Translate strategy into action efficiently, taking ownership from concept to completion

Collaborate with cross-functional leaders to align on project goals and ownership expectations

Ensure proper tracking and measurement, delivering program recaps, benchmarks, and success metrics

Deliver high-quality presentations for senior and executive audiences, summarizing insights, metrics, and recommendations with clarity

Required Qualifications & Skills

Five (5)+ years of experience in project management, product development, or a related field

Ability to build relationships and collaborate with a wide range of stakeholders across backgrounds and functions

Skilled at creating presentations and communicating effectively with senior leadership, including Directors and Executives

Demonstrated ability to convert strategic goals into clear, actionable steps and deliver results across both short- and long-term initiatives

Ability to challenge the status quo while building strategic alliances within and outside Disney

Data-driven mindset with the ability to synthesize insights into actionable strategies for Customer Experience

Entrepreneurial mindset, proactive thinker comfortable in a fast-paced, often ambiguous environment

Agile or adaptive project management experience is a plus

Knowledge of WDW channels is a plus

Education

Bachelor’s Degree in Business, Data Analytics, or related field

Job Posting Segment:

Commercial Strategy

Job Posting Primary Business:

Revenue Planning (WDW)

Primary Job Posting Category:

Customer Research Analytics & Modeling

Employment Type:

Full time

Primary City, State, Region, Postal Code:

Lake Buena Vista, FL, USA

Alternate City, State, Region, Postal Code:

Date Posted:

2024-12-16