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 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