Customer Experience Strategy Manager

工作 ID 10108218 地點布埃纳文图拉湖, 佛罗里达州, 美國 有意工作的公司 Walt Disney World Resort 日期已公佈 Dec. 16, 2024

申請

工作概要:

About the Role & Team

Disney has long been known for the quality of our Guest Experience, including world-class service. Where a “Consumer” represents our at-home audience, and a “Guest” is immersed in our products and experiences, we are making the distinction of the “Customer Experience” to focus even more on all the interactions, rules, and requirements involved to consider, plan, purchase, reserve, and manage the elements of a Walt Disney World (WDW) vacation.

Today, it is increasingly important for us to help Customers understand WDW, make confident choices, navigate our unique planning requirements and business rules, and for us to provide quality service when and how they expect.

As the Customer Experience Strategy Manager, reporting to the Senior Manager Customer Experience Strategy, you will oversee building the strategic roadmap leading to an enhanced Customer Experience.

What You Will Do

Monitor customer experience trends and insights with expertise
Understand and stay curious about WDW channels (website, app, call center, Trade, etc.)
Build and optimize the Customer Experience roadmap, proactively managing key deliverables, milestones, and tasks
Prioritize delivery of impactful initiatives, balancing quick wins and long-term projects
Influence partner initiatives using a data-centric approach
Translate strategy into action efficiently, taking ownership from concept to completion
Collaborate with cross-functional leaders to align on project goals and ownership expectations
Ensure proper tracking and measurement, delivering program recaps, benchmarks, and success metrics
Deliver high-quality presentations for senior and executive audiences, summarizing insights, metrics, and recommendations with clarity

Required Qualifications & Skills

Five (5)+ years of experience in project management, product development, or a related field
Ability to build relationships and collaborate with a wide range of stakeholders across backgrounds and functions
Skilled at creating presentations and communicating effectively with senior leadership, including Directors and Executives
Demonstrated ability to convert strategic goals into clear, actionable steps and deliver results across both short- and long-term initiatives
Ability to challenge the status quo while building strategic alliances within and outside Disney
Data-driven mindset with the ability to synthesize insights into actionable strategies for Customer Experience
Entrepreneurial mindset, proactive thinker comfortable in a fast-paced, often ambiguous environment
Agile or adaptive project management experience is a plus
Knowledge of WDW channels is a plus

Education

Bachelor’s Degree in Business, Data Analytics, or related field

申請

關於Walt Disney World Resort:

自 1971 年開幕以來，華特迪士尼世界度假區在很多人的童年及家族回憶中擔當了重要的角色。時至今日，來自世界各地數以億計的賓客均慕名而來，到訪這個奇幻之地，享受一趟迪士尼假期。透過創意、創新和科技的結合，度假區讓賓客投入經典迪士尼童話故事和新形式的家庭娛樂之中。華特迪士尼世界度假區的演藝人員運用了故事敍述的豐厚傳承，透過無與倫比的細節和超卓的賓客服務，將迪士尼的魔法栩栩如生地呈現於賓客眼前。

關於 The Walt Disney Company:

Walt Disney Company 連同其子公司和聯營公司，是領先的多元化國際家庭娛樂和媒體企業，其業務主要涉及三個範疇：Disney Entertainment、ESPN 及 Disney Experiences。Disney 在 1920 年代的起步之初，只是一間卡通工作室，至今已成為娛樂界的翹楚，並昂然堅守傳承，繼續為家庭中每位成員創造世界一流的故事與體驗。Disney 的故事、人物與體驗傳遍世界每個角落，深入人心。我們在 40 多個國家/地區營運業務，僱員及演藝人員攜手協力，創造全球和當地人們都珍愛的娛樂體驗。

這個職位隸屬於 Disney Destinations, LLC，其所屬的業務部門是 Walt Disney World Resort。

Disney Destinations, LLC 是提供平等就業機會的僱主。求職者都會獲得聘僱考量的機會，不分種族、宗教、膚色、生理性別、性傾向、社會性別、性別認同、性別表達、原國籍、血統、年齡、婚姻狀態、軍人或退伍軍人身份、醫療狀況、遺傳資訊或殘疾狀況、或者聯邦、州級或地方法律所禁止的其他任何基本特徵。Disney 提倡讓所有人的想法和決策都有助我們發展、創新、創造最好故事的商業環境，並與瞬息萬變的世界息息相關。

就業申請的殘疾便利安排

The Walt Disney Company 及其聯營公司是推動平等就業機會的僱主，歡迎所有求職者，包括殘疾人士及殘疾退伍軍人。如你是殘疾人士，並需要合理便利安排以搜尋職位空缺或申請職位，請將要求發送至Candidate.Accommodations@Disney.com。本電郵地址不擬用於一般僱傭查詢或通訊。我們只會回應與網上申請系統殘疾人士無障礙功能相關的要求。

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