The Walt Disney Company is a leader in direct-to-consumer streaming services, including Hulu and Disney+. They are seeking a Viewer Insights Analyst to build reporting and generate insights that enhance understanding of viewer support behaviors and operational performance, ultimately improving support outcomes.
Develop, maintain, and enhance intuitive dashboards for diverse users, translating complex reporting needs into technical specifications, using custom calculations, parameters, filtering criteria, and aggregations
Identify patterns and opportunities within VX and across the business. Create a common understanding of viewer support behaviors across all support channels
Build intuitive presentations, interfaces, infographics, and visualizations to communicate data stories for both technical and non-technical audiences, catering to various communication styles
Work closely with teams across departments to understand their data needs and provide valuable insights. Partner with global teams on diverse projects, providing expert guidance on defining and measuring success. Empower teams to iterate with agility
Maintain data quality, identify gaps, and collaborate with data analysts to enhance the breadth and depth of available information for VX teams
Stay updated on industry trends, emerging technologies, and advancements in data analytics. Apply this knowledge to enhance processes and introduce innovative solutions
Qualification
Required
Bachelor's degree in a related analytical field or equivalent experience
Minimum of 1 year of related experience or graduate degree in a related field, with a demonstrated aptitude for analytics
Exceptional analytical & quantitative problem-solving skills with advanced knowledge of Excel
Understanding of statistics concepts (e.g., hypothesis testing, regression analysis)
Practical experience with data visualization tools such as Tableau, Looker, or Power BI
Strong verbal and written communication skills with both peers and senior leadership
Highly organized, efficient, and able to execute simultaneous projects in a fast-paced environment
Preferred
Systems knowledge: Salesforce, Google/Adobe Analytics, Tableau, or similar platforms
Proficiency in SQL; familiarity with additional programming languages or data automation frameworks highly encouraged
Experience with contact center tools, operations, and metrics (e.g., workforce management, CRM, QA platforms)
Experience with self-service ecosystems (help centers, AI-powered virtual assistants, chatbots) including understanding of intent design, deflection strategies, and success metrics
Familiarity with conversational design or natural language analytics (e.g., conversation tagging, intent classification, bot performance dashboards)
Experience in the tech/entertainment space, or with a consumer-centered digital brand
Comfort experimenting with emerging technologies and bringing forward innovative solutions that improve the viewer support journey
Benefit
A bonus and/or long-term incentive units may be provided as part of the compensation package
The full range of medical, financial, and/or other benefits
The Walt Disney Company started as a cartoon studio and evolves into sports coverage and television shows.
