Travel Operations Analyst, Disney Experiences

Job ID 10094536

Location Celebration, Florida, United States

Business Disney Experiences

Date posted Jul. 09, 2024

Job Summary:

About the Role & Team

Consumer 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

var jobInfo = { category: 'Data Science and Analytics', location: 'Celebration, Florida, United States', req: '10094536', } About Disney Experiences:

Disney Experiences brings the magic of Disney stories and franchises to life through theme parks, resorts, cruise ships, unique vacation experiences, products and more around the world. Disney shines in the travel industry with six resort destinations in the United States, Europe and Asia; a top-rated cruise line; a popular vacation ownership program; and an award-winning guided family adventure business. Plus, Disney's global consumer products operations include the world's leading licensing business; the world's largest children's publishing brands; one of the world's largest licensors of games across all platforms; and Disney store locations around the world and on the web.

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 Destinations, LLC, which is part of a business we call Disney Experiences.

Disney Destinations, LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.