Manager-Customer Experience Strategy

Location: Lake Buena Vista, Florida, United States

Salary: $120,800–$161,900 per year, with potential bonus and/or long-term incentive units.

Company

Walt Disney World Resort delivers guest experiences and vacation planning products and services.

What you will do

• Lead, coach, and develop two Senior Customer Experience Analysts.
• Set the Customer Experience insights agenda and identify opportunities across the end-to-end Walt Disney World vacation planning journey.
• Translate customer and business insights into prioritized, customer-centric roadmaps and recommendations.
• Partner with senior leaders and cross-functional teams to develop data-driven business cases and influence strategic decisions.
• Set measurement strategies, success metrics, analytical frameworks, and reporting cadences for Customer Experience initiatives.
• Oversee multiple initiatives from discovery through execution and post-implementation measurement.

Requirements

• 5+ years of experience in strategy, analytics, consulting, customer experience, or a related field.
• At least 1 year of experience formally leading, managing, or mentoring analysts or similar talent.
• Experience translating ambiguous business problems into structured, prioritized workplans and influencing senior leaders with data-driven recommendations.
• Working fluency in SQL and cloud-based data platforms such as Snowflake, plus familiarity with Tableau or comparable BI tools.
• Strong analytical, problem-solving, communication, storytelling, collaboration, and executive presentation skills.
• Bachelor’s degree in business, analytics, industrial engineering, or a related area, or equivalent experience.

Nice to have

• Experience with Walt Disney World data, systems, and business processes.
• Experience with customer experience metrics such as CSAT and journey analytics.
• Experience building or scaling an insights or strategy function.
• Master’s degree or equivalent.

Culture & Benefits

• Collaborative work across Marketing, Technology, Operations, Finance, and Analytics.
• Focus on curiosity, accountability, continuous learning, and inclusive team development.
• Medical, financial, and other benefits may be provided depending on the level and position.
• Potential bonus and/or long-term incentive units may be included in the compensation package.