At a Glance
- Tasks: Create insightful dashboards and visualisations to enhance viewer support understanding.
- Company: Join Disney's innovative Viewer Experience team in a collaborative environment.
- Benefits: Enjoy 25 days leave, private medical insurance, and exclusive Disney discounts.
- Other info: Work in a dynamic setting with opportunities for growth and innovation.
- Why this job: Make an impact by analysing viewer behaviour and improving support experiences.
- Qualifications: Degree in analytics or related field; strong Excel and data visualisation skills required.
The predicted salary is between 35000 - 45000 £ per year.
Overview
Viewer Insights Analyst reports to the Viewer Experience team within Disney Direct to Consumer (DTC).
The role focuses on building reporting, generating insights, and identifying trends that deepen understanding of how viewers seek support across self-service and assisted channels, while informing operational improvements across the support ecosystem.
Location: London Hammersmith office, 4 days per week with either Monday or Friday working from home.
We value integrity, inclusion, creativity, collaboration, and community as guiding principles for how we work and support one another.
What You Will Do
- Develop, maintain, and enhance intuitive dashboards for diverse users by 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 behaviours across all support channels.
- Build intuitive presentations, interfaces, infographics, and visualizations to communicate data stories for both technical and non-technical audiences.
- Work closely with teams across departments to understand data needs and provide valuable insights; partner with global teams on diverse projects and guide 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 and advancements in data analytics; apply knowledge to enhance processes and introduce innovative solutions.
- Required Qualifications & Skills
- Bachelor’s degree in a related analytical field or equivalent experience; minimum 1 year of related experience or graduate degree with demonstrated analytics aptitude.
- Exceptional analytical and 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 peers and senior leadership.
- Highly organized, efficient, and able to manage multiple projects in a fast-paced environment.
- Preferred Qualifications
- Systems knowledge: Salesforce, Google/Adobe Analytics, Tableau, or similar platforms; proficiency in SQL, with familiarity with additional programming languages or data automation frameworks 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 proposing innovations to improve the viewer support journey.
- The Perks
- 25 days annual leave
- Private medical insurance & dental care
- Free Park Entry for you and your invited guests
- Disney Discounts on select products, resort F&B, and ticketing
- Parental and caregiver leave
- Employee Resource Groups: WOMEN @ Disney, Disney Mosaic, Disney PRIDE, ENABLED, and TRUST
- Equal Opportunity Employer
The Walt Disney Company is an Equal Opportunity Employer.
We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong.
Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Please contact us to request accommodation.
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Contact Details:
5131 Hulu Enterprises, LLC Recruitment Team
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