Member Experience Analyst at DISNEY (2024)

Job Summary:

About the Role & Team

Do you have a passion for looking at ways to use data to guide operational improvements that impact hundreds of Cast? Do you enjoy bridging the gap between data and storytelling? As a Disney Vacation Club Member Experience Analyst, you will help support our daily operation in addition to providing analytical support to influence our area and business strategies. You will be part of an analytics team that supports the Disney Vacation Club Member Experience team, the Disney Vacation Club Contact Center, and our Sales Support team, all of which provide business intelligence related to our operation and overall experience for our valued members. Become part of the Disney Vacation Club Member Experience Analytics team and help make magic for our Cast and our Members all across the globe.

If selected for this role, you will report to the Manager, Labor and Planning.

This is a Full-Time Role.

What you will do as a Member Experience Analyst

• Provide insights into data to explain changes, anomalies, and trends related to business performance.

• Develop and maintain localized technologies that support the operation and support increased operational efficiencies.

• Conduct ad hoc analysis in support of key business objectives, craft and lead speech analytics queries using Nexidia (voice analytics solution).

• Provide recommendations to senior leaders for process improvements derived from analytical insights.

Required Qualifications & Skills

• 2+ years of Microsoft SQL Server Management Studio experience required.

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• 2+ years of business reporting, analytics or business information systems required.

• 2+ years of data visualization (Tableau, PowerBI, etc.) experience required.

• Experience collaborating with operational leaders to identify existing challenges and opportunity areas.

• Proven ability using your analytical and technical experience to recommend and create solutions (in the form of enhanced reporting, dashboards, tools, etc.) which provide enhanced insights and/or drive efficiencies.

• Ability to communicate and translate data and information into easily understandable visual contexts/dashboards.

• Ability to work independently with minimal supervision.

• Ability to handle complex and confidential information with discretion.

• Proven strong written, verbal communication and interpersonal skills.

• Proven partnering and relationship-building skills.

Preferred Qualifications

• 2+ years of Alteryx (data science/process solution) preferred.

• 2+ years of experience with PowerApps (or similar workflow/automation solutions).

• Knowledge of Workforce Management business processes, systems, and data sources (MyTime, SAP, etc.).

• Knowledge of contact centers and related metrics.

• Outstanding analytical and conceptual thinking skills.

• Advanced technical skills.

Education

Bachelor's Degree or equivalent relevant experience.

Preferred Education:

• Tableau Data Analyst certification.

• Alteryx Designer Core or Advanced certification.

Additional Information

Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities, and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits

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About Disney Vacation Club:

Disney Vacation Club is a leader in vacation ownership and provides families the flexibility to personalize their vacation experiences as their vacation interests change over time. Disney Vacation Club cast members help bring touches of Disney magic to members and guests who stay at any one of 14 Disney Vacation Club destinations, including Walt Disney World Resort; Disneyland Resort; Hilton Head Island, South Carolina and Vero Beach, Florida.

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 Vacation Club Management, LLC., which is part of a business we call Disney Vacation Club.

Disney Vacation Club Management, LLC. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, protected veteran status or any other basis prohibited by federal, state or local law. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing 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, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.