About the Role & Team

　　How would you like to use data based on our Disney products to tell a story? If so, this is the role for you. You will provide operational insights to assist Senior Leaders with department needs. You will provide project support related to the data compilation insight into Guest contact trends through email, voice, chat, and messaging channels. This includes compiling and summarizing data about the intent of the Guest contact to provide a 'voice of the guest' perspective across multiple contact center channels (email, voice, chat)!

　　What You Will Do

　　You will serve as a Disney Central (DC) operational liaison with CIMA Consumer Insight, Measurement & Analytics (CIMA) for reporting insights and data congruity. You will partner with the incentive administration team to review performance and threshold recommendations, ensuring a smooth monthly incentive payout process. You will lead projects on data compilation and system establishment, such as standing up new instances of users for Zendesk and other platforms. Ad hoc analysis is performed for guest research requests by legal or other partners. Finally, you will lead team members to set priorities and provide mentorship and feedback.

　　You will report to the Senior Manager, Project Development & Insights

　　Required Qualifications & Skills

　　Provide direction to team members including prioritization of work to meet important deliverable dates.

　　Develop cast through feedback in weekly one-on-ones and performance development plans while promoting a team community.

　　Assisting with a wide variety of qualitative and quantitative research activities including collection and preparation of data, prepare ad-hoc reports, along with extraction and analysis of data from multiple sources to build summaries, tables, and report sections.

　　Collaborating with other teams to conduct analysis, including communicating project goals, business needs, and timelines to efficiently prioritize, innovate, and optimize our datasets.

　　Help with onboarding new and supporting existing areas onto the Zendesk email communication platform, developing reporting for volume and agent activity.

　　Partner with Disney Central clients to understand reporting needs.

　　Be a liaison for CIMA for reporting insights and incentive administration overview.

　　Partner with technical teams to help develop reporting.

　　Remain in contact with Disney Central teams to understand Guest contact intent.

　　Remain aware of new data and technologies for reporting and guest insights.

　　Understand the departments being supported and their role in the Guest's vacation planning cycle.

　　Basic Qualifications/You Will Have

　　5+ years experience in leadership within a large contact center supporting multiple lines of business.

　　Proficient in Excel, understanding multiple functions such as VLOOKUP, Pivot Tables, and Data Analysis.

　　Ability to extract data and combine it with other data sources to develop a rich, complete picture of the business.

　　Develop and present quantitative analysis with qualitative insight into compelling and applicable recommendations in a concise story.

　　Familiarity with statistical, reporting, and database tools (i.e. SQL, Tableau, Python, SAS, Snowflake, R., Alteryx)

　　Critical thinker, able to sort through complex business issues to develop, build, and research plans. Able to think out of the box and willing to try different approaches.

　　Ability to lead multiple priorities, projects, and deadlines simultaneously.

　　Preferred Education

　　Bachelor's Degree in a quantitative field of study business, statistics, mathematics, or relevant work experience, or equivalent work experience.Additional Information

　　Our Benefits: 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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　　Job ID: 10075534

　　Location: Orlando,Florida

　　Job Posting Company: Walt Disney World Resort

　　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 [email protected] 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.