About the Role & TeamConsumer 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. The Digital and Travel Operations Analytics team is passionate about leveraging best practices in analytics to capture data, analyze, and optimize our digital and contact center channels to drive Guest satisfaction and business outcomes.The Travel Operations Analyst will provide measurement and analytical support for contact centers at Walt Disney World. We partner with operations leaders to evaluate current business performance and develop measurement plans to evaluate new strategies and technology designed to improve the guest experience and drive business results!To succeed in the role, the you should be comfortable working with partners, preparing recurring reporting, conducting both planned and ad hoc analyses, and communicating insights to partners.What You Will Do
Build, maintain, and distribute recurring reporting
Provide analytic expertise for contact center eCommerce teams (web chat, in-app messaging, email, contact center)
Perform data discovery and documentation on new data sources
Partner with Data Services teams to build automated processes and troubleshoot data discrepancies
Provide analytical support to the contact center Project Development and Technology Solutions teams, measuring and interpreting the impact of new initiatives and technology enhancements
Develop presentations that provide quantitative analysis and recommendations to partners on assigned projects
Required Qualifications & Skills
2+ years of analytical and data exploration experience
Excellent problem solving skills with the ability to proactively identify and develop solutions to sophisticated questions
Proven track record with managing analytics projects from discovery through completion
Proven ability to derive actionable insights from data
Excellent written and verbal communication skills
Ability to maintain and grow relationships with partners/clients/team
Intermediate to advanced proficiency with reporting and database tools including Excel and SQL
Experience with data visualization tools such as Tableau
Preferred Qualifications
Understanding of contact center and web metrics and technology (Avaya, Adobe Analytics)
Understanding of chat and messaging technology (LivePerson)
Proven ability to apply statistical rigor to analysis
Experience with analytical tools such as R and Python
Experience with natural language processing, text mining, and sentiment analysis
Experience using and evaluating different forecasting methodologies
Education
Bachelor’s degree in an analytical/quantitative program or equivalent experience
Location: Celebration,FloridaJob Posting Company: Disney ExperiencesThe 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.