Senior Customer Experience Analyst

Job ID 10148999 Location Lake Buena Vista, Florida, United States Business Walt Disney World Resort Date posted Apr. 27, 2026

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Job Summary:

Job Description

Senior Customer Experience Analyst

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 a Senior Customer Experience Analyst, you will play a critical role in translating complex data into clear, compelling recommendations that shape the Guest journey. This highly visible individual contributor role offers the opportunity to demonstrate advanced analytical thinking, technical capability, and cross-functional leadership.

This position reports to the Manager, Customer Experience Strategy.

Position Responsibilities

While priorities may shift, core responsibilities will include:

Advanced Analytics & Data Strategy

Leverage structured and unstructured data to identify trends, uncover insights, and inform strategic decisions
Write and optimize queries using SQL to extract, manipulate, and validate data from enterprise data platforms such as Snowflake
Partner with data scientists and analytics teams to apply appropriate methodologies (e.g., segmentation, trend analysis, testing frameworks)
Define success metrics, build measurement frameworks, and monitor performance of Customer Experience initiatives over time
Ensure data integrity, governance, and quality control across datasets used for analysis

Data Visualization & Storytelling

Develop dynamic dashboards and visualizations using Tableau (or similar BI tools) to communicate insights effectively
Translate complex datasets into compelling narratives tailored to both technical and non-technical audiences
Craft executive-ready presentations that clearly connect insights to business actions and outcomes

Strategic Influence

Partner with leadership to develop data-driven business cases that influence cross-functional partners and senior executives
Synthesize insights into clear recommendations that inform customer experience, commercial, and operational strategies
Support prioritization of initiatives based on quantified customer and business impact

Customer Experience Strategy

Identify and size opportunities to improve the end-to-end Guest experience across key 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

Project & Stakeholder Management

Lead and support multiple high-priority initiatives simultaneously, from discovery through execution
Gather and define business requirements, aligning stakeholders across functions
Develop project plans with clear milestones, 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

Basic Qualifications

2–3 years of experience in strategy, analytics, consulting, or a related field
Experience working in SQL for data extraction, transformation, and analysis
Experience working with cloud-based data platforms such as Snowflake (or similar)
Experience building dashboards and data visualizations using Tableau or comparable BI tools
Strong analytical and problem-solving skills with high intellectual curiosity
Ability to translate complex data into clear, actionable insights and recommendations
Excellent communication and storytelling skills, including advanced PowerPoint development
Demonstrated ability to manage multiple priorities in a fast-paced, ambiguous environment
Experience with data validation, data quality management, and large dataset handling
Strong collaboration skills with the ability to influence cross-functional stakeholders

Preferred Qualifications

Experience with Walt Disney World data, systems, and business processes
Experience working with customer experience metrics (e.g., CSAT, journey analytics)

Required Education

Bachelor’s degree with a preference in business or analytics, or equivalent experience

Additional Information

Disney Experiences brings the magic of Disney to life—creating unforgettable memories for guests while showcasing innovation, storytelling, and exceptional service. We prioritize an outstanding employee experience by fostering creativity, collaboration, and professional growth, ensuring Cast Members have the tools and support to thrive.

Learn more here https://disneyexperiences.com/employee-experience/

The hiring range for this position in Florida is $100,100 to $134,200 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.

DISABILITY ACCOMMODATION FOR EMPLOYMENT APPLICATIONS

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, visit the Disney candidate disability accommodations FAQs. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

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Hiring Process

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Explore this Location Lake Buena Vista, FL

Lake Buena Vista is home to the Disney Springs retail, dining and entertainment complex, Disney’s Typhoon Lagoon Water Park, Disney’s Lake Buena Vista Golf Course and several resort hotels are located with the City limits.