About this opportunity
Walt Disney World lists this Manager-Customer Experience Strategy opportunity in lake buena vista, Florida. Review the employer’s description below for duties, qualifications and application requirements.
Job description
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
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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Who can apply
Review the original listing for work authorization, qualifications and employer requirements.