Job Description

Job Summary:

About the Role & Team

Consumer Insight, Measurement & Analytics is a part of Disney Experiences, and is a center of excellence leading strategy development and decision making through actionable data analytics, integration, and insights! Within the broader team, the Digital and Travel Operations Analytics team is passionate about using analytics to capture data, analyze, and optimize our digital and contact center channels to drive Guest satisfaction and business outcomes.

We are seeking a Senior Travel Operations Analyst with a passion for analytics and new technologies. Out team plays a meaningful role in measuring performance, delivering insights through data storytelling, and bringing the voice of the Customer to critical initiatives. We work with partner teams as clients and co-collaborators in a fast-paced environment, conducting both cyclical and highly time-bound deliverables. We also use an array of data resources and analytical methodologies to deliver the “so what” that effectively addresses business questions to drive impact and action for our business partners.

A successful candidate will be comfortable working with partners, preparing and presenting analyses, conducting both planned and ad hoc analyses, and communicating insights to partners.

This role reports to the Manager, Travel Operations Analytics and will be located in Celebration, Florida.

What You Will Do

• Provide analytical support to Project Development and Technology Solutions teams, measuring and interpreting the impact of new initiatives and technology improvements with focus

• Provide analytic expertise for eCommerce teams (web chat, in-app messaging, support calls) to optimize performance through product and process improvements

• Maintain and improve text analytics algorithms to effectively analyze semi-structured interactions across multiple engagement channels

• Develop and deliver Executive presentations that leverage quantitative analysis and recommendations to partners on assigned projects and business questions

• Have an understanding of the workings and KPIs associated with a large-scale contact center and digital operations - use multiple systems to validate incoming data, create analyses, and deliver business insights

• Facilitate meetings related to ongoing project analysis. Identify and synthesize key implications of analyses, and present information in a compelling way to influence decision makers up to the executive level

• Work with clients to determine their needs and develop analytics supported solutions for specific requests. Present sophisticated information to a variety of audiences including local executive teams with leadership guidance

• Transform data from different sources and develop reporting, scorecards, and dashboards through current tools

• Explore new tools and data sources that would improve our ability to provide analytical insights to our clients

Required Qualifications & Skills

• 3+ years of professional analytical and data exploration experience

• Strong internal consultancy skills to understand and interpret the essence of business questions. An anticipative approach to addressing business requirements through driving new projects/approaches despite challenges

• Proven data analytics skills with proficiency in associated database applications (e.g., SAS, Teradata, SQL and Tableau) and demonstrable ability to write sophisticated queries

• Experience with natural language processing, text mining, and sentiment analysis

• Able to build positive relationships with partners through outstanding communication skills, including the ability to ask questions to gain understanding and influence situations to achieve optimal solutions

• Experience or desire to lead others

Education

• Bachelor’s degree or equivalent

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