VP, Customer Experience

The Walt Disney World Disney Central team is responsible for providing best in class service to customers in the planning of their Walt Disney World vacations through post visit concerns using their knowledge of current guest offerings and experience focused customer support model. Cast members on this team act as the steward and connection to our legacy and the backbone of our thriving innovations.

The Vice President, Customer Experience will be responsible for Travel Operations at the Disney Central call centers with a focus on the end-to-end customer experience. Additionally, this VP will focus on strategic changes to enhance cast members’ ability to respond to guest requests by developing effective customer service procedures, implementing new customer strategies, and setting customer satisfaction goals. This position will manage the integration with key functional partners including Operations, Technology/Digital, Revenue Planning & Optimization, Revenue Management & Analytics, Finance, WDW Marketing Strategy, and the Marketing and Sales Centers of Excellence. In addition, the VP will help cultivate an exceptional cast environment through excellent communication skills across all levels of the organization. The Vice-President will build and analyze business plans, provide business insights and support decision-making processes.

Responsibilities

• Drive the WDW Customer Experience efforts to improve the simplicity of a WDW vacation

• Integrate with key partners (e.g. Operations, Pricing, Tech & Digital, etc.) to improve the sales and booking experience for both our Guest and our Cast

• Set strategies for, and lead the operation of Disney Central Contact Centers which consists of 2,000 Cast responsible for promoting brand value for the Walt Disney Company

• Operate as an expert in understanding, maintaining and increasing the customer service, consistency and quality levels at Disney

• Lead the development and sustainability of customer/guest standards and measurements to drive consistency and world class service

• Collaborate with executive leadership to develop and meet company goals while supplying expertise and guidance on operations and systems

• Quickly assess and evaluate new business initiatives that maximize revenue growth and OI

• Accountable for the operating income produced by Walt Disney Travel Company responsible for identifying continuous improvement opportunities that drive incremental value

• Strategic planning related to consumer direct sales and how it is optimized within the mix of sales channels (e.g. trade and digital) in order to deliver the best customer experience, reduce need for incremental contacts, and maximize average order value

• Balance a bias-for-action with thoughtful planning to ensure initiatives are commercially viable and drive the highest value

• Engage diverse perspectives to plan and integrate experiences and goals that connect and align with our diverse customers

• Lead business segment vision, planning and implementation to continually raise the bar on customer experience

• Analyze and assess ongoing business performance, needs, risks and opportunities and evaluate solutions to address gaps in forecast or competitive marketplace

• Manage complex projects with minimal direction to identify opportunities to maximize efficiency, find new approaches and champion innovation

• Assist in the identification of training and developmental opportunities for leaders and cast members in pursuit of continuous improvement

• Support cross-functional teams in scenario-planning for revenue growth and optimization strategies

• Champion a culture of creativity, collaboration, diversity and innovation

Basic Qualifications

• Minimum of 10 years progressive leadership experience, including 5 years as an executive, preferably in operations, brand management and strategy, advertising, promotions, public relations, and/or direct marketing

• Deep expertise in Theme Park and/or Resorts industries with a passion for and knowledge of the Rooms/Resorts, Foods/Beverage and Theme Park/Admission Operations

• Proven leadership capabilities within a matrix organization, especially the ability to lead large teams

• Ability to build strategic alliances/relationships within and outside the Disney organization

• Demonstrated ability to lead and drive work across cross-functional teams

• Demonstrated ability to influence partners and senior leadership with a collaborative and solution-oriented approach

• Demonstrated effectiveness as an inspirational leader with strong written and verbal communication skills including the ability to deliver presentations with poise, confidence and authentic style

• Demonstrated business acumen working with P&L and annual operating plans

• Demonstrated effectiveness for critical thinking and ability to challenge the status quo

• Proven ability to lead a team of highly capable leaders, anticipating the quickly changing business landscape and inspiring and aligning the team around a clear, achievable vision

• Creative, passionate and innovative thinker – excited about the possibilities of the future

• Ability to communicate complex ideas and craft concise recommendations

• Proven ability to establish relationships, trust and credibility and follow through on decisions while fostering an inclusive, positive and empowering culture and work environment

• Experience in driving complex initiatives and integrating diverse perspectives

• Proven ability to manage a large volume work effectively and efficiently, prioritizing continually to ensure business results are achieved

• Possess an entrepreneurial spirit and ability to drive effective risk-taking

• Ability to work well with a variety of business partners and diverse stakeholders

Required Education

• Bachelor of Science degree in Marketing, Business, or equivalent field

Preferred Education

• MBA or Advanced degree