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