At a Glance
- Tasks: Analyse viewer data to enhance support experiences and create insightful dashboards.
- Company: Join Disney's innovative DTC team, shaping the future of streaming.
- Benefits: Enjoy 25 days leave, private health insurance, and exclusive Disney perks.
- Other info: Work in a dynamic team with opportunities for growth and innovation.
- Why this job: Make a real impact on viewer experiences in a creative and collaborative environment.
- Qualifications: Degree in analytics or related field; strong analytical and communication skills required.
The predicted salary is between 40000 - 50000 £ per year.
About the Role & Team
Disney Direct to Consumer (DTC) includes premium streaming services with Hulu and Disney+.
Our DTC team seeks hardworking team-players to join the Viewer Experience team.
We value integrity, inclusion, creativity, collaboration, and community as we support Disney’s direct-to-consumer experience.
Role Overview
As a Viewer Insights Analyst, you will build reporting and generate insights that deepen our understanding of how viewers seek support across self-service and assisted-support channels, and identify trends across the operational functions that power our support ecosystem.
You will work with partners across Viewer Experience and the broader business to deliver clear, actionable insights that improve support outcomes and shape the end-to-end support experience.
This role will be based in our London Hammersmith office, four days a week, with either a Monday or Friday working from home.
What You Will Do
- Develop, maintain, and enhance intuitive dashboards for diverse users, translating complex reporting needs into technical specifications with 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.
- Collaborate with teams across departments to understand data needs and provide valuable insights.
Partner with global teams on diverse projects, guiding how to define and measure success and empowering teams to iterate with agility.
- Maintain data quality, identify gaps, and work with data analysts to enhance the breadth and depth of information available for VX teams.
- Stay updated on industry trends and apply this knowledge to enhance processes and introduce innovative solutions.
- Required Qualifications & Skills
- 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 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; familiarity with additional programming languages or data automation frameworks
- 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
- Experience in the tech/entertainment space or with a consumer-centered digital brand
- Comfort experimenting with emerging technologies and bringing forward innovative solutions
- The Perks
- 25 days annual leave
- Private medical insurance & dental care
- Free Park Entry: opportunity to enter Disney parks with family and friends
- Disney Discounts on designated products, resort, food and ticketing
- Excellent parental and guardian leave
- Employee Resource Groups – WOMEN @ Disney, Disney Mosaic, Disney PRIDE, ENABLED, TRUST
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 reasonable accommodation for applicants with disabilities during the job application or interview process.
Please contact us to request accommodation.
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Contact Details:
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