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The Walt Disney Company Customer Experience Strategy Mgr in Celebration, Florida

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 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. Other companies both inside and outside our industry continue to chase Customer Experience improvement, and we should continue to extend our Guest Experience excellence as a leader in Customer Experience.

As we are advancing our Customer Experience, we are also advancing the ways in which we yield our products. In order to ensure the roadmaps for these critical advancements occur in manner that our business rules are Customer centric, we have recently created a new position Director , WDW Yield and Customer Experience Strategy reporting to the Vice President Revenue Planning and Optimization with a dual report to the Vice President, Customer Experience.

As the Customer Experience Strategy Manager, reporting to the Senior Manager Customer Experience Strategy, you will be in charge of building the strategic roadmap leading to an enhanced Customer Experience.

Responsibilities :

  • Demonstrate deep expertise and constantly monitor the pulse of the customer experience

  • Demonstrate an understanding of and curiosity for WDW channels (website, app, call center, Trade, etc.)

  • Build and optimize the Customer Experience roadmap, and ensure proactive scheduling of key deliverables, milestones and deliverable tasks

  • Balance a bias-for-action with thoughtful planning to prioritize the delivery of impactful initiatives – from quick wins to longer term initiatives requiring more resources

  • Work with partners to ensure proper tracking and measurement in order to deliver program recaps, benchmark efforts and define success metrics

Basic Qualifications :

  • Five (5)+ years of experience in project management and/or product development.

  • Ability to build relationships and collaborate with a wide range of stakeholders from different backgrounds and functions

  • Ability to challenge the status quo while still building strategic alliances/relationships within and outside the Disney organization

  • Experience managing a large volume of complex work, prioritizing to ensure results are achieved

  • Entrepreneurial mindset, proactive thinker with the ability to thrive in an often ambiguous, fast-paced environment.

  • Strong visual presentation building (PPT/Keynote) and delivery skills with a focus on storytelling

  • Analytical

  • Knowledge of WDW channels is a plus

Required Education :

Bachelor’s Degree in Marketing, Business, or equivalent field

Job ID: 995670BR

Location: Celebration,Florida

Job Posting Company: Disney Parks, Experiences and Products

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