Job Summary:

Consumer Insight, Measurement & Analytics (CIMA) is a part of Disney Parks, Experiences and Products, and is a center of excellence leading strategy development and decision making through actionable data analytics, integration, and insights. Within CIMA, the Digital and Travel Operations Analytics (DTOA) team is focused on leveraging best practices in analytics to capture data, analyze, and optimize our digital and contact center channels in order to drive Guest satisfaction and business outcomes.

The Travel Operations Analyst will provide measurement and analytical support for contact centers at Walt Disney World. They will 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.

In order to succeed in the role, the candidate must be comfortable working with partners, preparing recurring reporting, conducting both planned and ad hoc analyses, and communicating insights to stakeholders.

Responsibilities:

• Build, maintain, and distribute recurring reporting
• Provide analytic expertise for contact center eCommerce teams (web chat, in-app messaging, email)
• 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 stakeholders on assigned projects

Basic Qualifications:

• 2+ years of analytical and data exploration experience
• Excellent problem solving skills with the ability to proactively identify and develop solutions to complex questions
• Proven ability to manage analytics projects from discovery through completion
• Understand how 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 or Power BI

Preferred Qualifications:

• Understanding of contact center and web metrics and technology (Avaya, Adobe Analytics)
• Understanding of chat and messaging technology (LivePerson)
• Demonstrated ability to apply statistical rigor to analysis
• Experience with analytical tools such as R, SAS, Python
• Experience with natural language processing, text mining, and sentiment analysis
• Experience using and evaluating different forecasting methodologies

Required Education

• Bachelor’s degree in an analytical/quantitative program or equivalent relevant experience