Customer Experience Strategy Manager

About the Role & Team

Disney has long been known for the quality of our Guest Experience, including world-class service. Where a “Consumer” represents our at-home audience, and a “Guest” is immersed in our products and experiences, we are making the distinction of the “Customer Experience” to focus even more on all the interactions, rules, and requirements involved to consider, plan, purchase, reserve, and manage the elements of a Walt Disney World (WDW) vacation.

Today, it is increasingly important for us to help Customers understand WDW, make confident choices, navigate our unique planning requirements and business rules, and for us to provide quality service when and how they expect.

As the Customer Experience Strategy Manager, reporting to the Senior Manager Customer Experience Strategy, you will oversee building the strategic roadmap leading to an enhanced Customer Experience.

What You Will Do

• Monitor customer experience trends and insights with expertise

• Understand and stay curious about WDW channels (website, app, call center, Trade, etc.)

• Build and optimize the Customer Experience roadmap, proactively managing key deliverables, milestones, and tasks

• Prioritize delivery of impactful initiatives, balancing quick wins and long-term projects

• Influence partner initiatives using a data-centric approach

• Translate strategy into action efficiently, taking ownership from concept to completion

• Collaborate with cross-functional leaders to align on project goals and ownership expectations

• Ensure proper tracking and measurement, delivering program recaps, benchmarks, and success metrics

• Deliver high-quality presentations for senior and executive audiences, summarizing insights, metrics, and recommendations with clarity

Required Qualifications & Skills

• Five (5)+ years of experience in project management, product development, or a related field

• Ability to build relationships and collaborate with a wide range of stakeholders across backgrounds and functions

• Skilled at creating presentations and communicating effectively with senior leadership, including Directors and Executives

• Demonstrated ability to convert strategic goals into clear, actionable steps and deliver results across both short- and long-term initiatives

• Ability to challenge the status quo while building strategic alliances within and outside Disney

• Data-driven mindset with the ability to synthesize insights into actionable strategies for Customer Experience

• Entrepreneurial mindset, proactive thinker comfortable in a fast-paced, often ambiguous environment

• Agile or adaptive project management experience is a plus

• Knowledge of WDW channels is a plus

Education

• Bachelor’s Degree in Business, Data Analytics, or related field