At a Glance
- Tasks: Lead and enhance viewer experience for Disney+ across EMEA with data-driven insights.
- Company: Join the iconic Disney brand and be part of a dynamic streaming service team.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Fast-paced environment with a focus on collaboration and innovation.
- Why this job: Make a real impact on customer experiences in a globally recognised company.
- Qualifications: Degree in IT, Business, or related field; strong communication and analytical skills required.
The predicted salary is between 46350 - 56650 £ per year.
We are seeking a capable and customer‑focused Viewer Experience Supervisor to support Disney+ across EMEA. This role sits within the Customer Experience organisation and works closely with the London‑based Viewer Experience team, global Customer Experience partners, and cross‑functional stakeholders across Disney Streaming and The Walt Disney Company. While the primary focus of this role is EMEA operations, the successful candidate will also contribute to global Viewer Experience priorities, supporting shared goals, scalable processes, and consistent standards across regions.
Reporting to [role title], Customer Experience, Disney+ EMEA, this individual will play a key role in monitoring partner performance, surfacing customer insights, and supporting continuous improvement across our outsourced customer support ecosystem, as part of a broader global support infrastructure for Partner Management (PM).
Responsibilities
- Viewer Experience Performance & Insights: Compile and deliver regular Viewer Experience performance reporting, with a focus on BPO performance, customer feedback, and emerging trends across EMEA. Produce ad hoc analysis on customer sentiment, contact drivers, and technical issues to support business decision‑making, sharing insights that may inform global trends or initiatives. Build clear, stakeholder‑ready data visualisations and presentations using tools such as Tableau, aligned to global reporting standards where applicable.
- Partner Operations & Governance: Run established weekly operational processes between the Viewer Experience team and BPO partners, including survey outlier tracking, Partner Health reviews, and quality assessments. Maintain EMEA elements of VX‑wide working documents that provide the information framework for collaboration between BPO teams and VX support teams, ensuring alignment with global PM documentation and ways of working. Identify gaps in existing reporting or workflows and propose scalable improvements to enhance efficiency and insight quality, with consideration for applicability beyond EMEA. Provide guidance to internal stakeholders and partners on reporting standards, templates, and best practices, contributing to consistency across regions.
- Quality & Issue Investigation: Audit contact centre advocate interactions to identify experience gaps and opportunities for improvement. Audit contact centre organisational processes to ensure BPOs are operating in line with business direction (e.g. transaction reports, advocate behaviour reports). Conduct investigative analysis to identify performance trends and root causes, supported by targeted data samples and qualitative examples. Support the identification, escalation, and tracking of product or technical issues in partnership with Product and Engineering teams, feeding learnings into global issue management where relevant.
- Cross‑Functional & Global Collaboration: Share Viewer Experience updates with BPOs and internal stakeholders across EMEA, and contribute inputs into global forums, updates, or shared read‑outs. Support cross‑team initiatives and projects spanning Customer Experience, Operations, Product, and global PM or VX programmes. Capture and distribute meeting notes and action items to ensure alignment and follow‑through, supporting both regional execution and global visibility.
What we need from you to be part of this story:
- Bachelor’s degree in Information Technology, Business, Administration, Data Science or a related field (or equivalent work experience).
- Strong written and verbal communication skills, with the ability to collaborate effectively across functions and levels.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, SharePoint).
- Experience with analytics platforms such as Tableau, Microsoft Power BI or Looker.
- Experience with CRM tools such as Salesforce or Zendesk.
- Strong organizational skills and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience working in a customer support role and or with outsourced customer support teams is highly desirable.
- Experience working in a multinational corporate environment is a plus.
Our Commitment: The Walt Disney Company is an Equal Opportunity Employer. We are committed to fostering a diverse, inclusive, and respectful workplace that reflects the audiences we serve and where everyone can thrive.
Viewer Experience Supervisor in London employer: The Walt Disney Company
The Walt Disney Company is an exceptional employer, offering a vibrant work culture that fosters creativity and collaboration. With generous benefits such as private medical insurance, 25 days of annual leave, and unique perks like free park entry, employees are supported both personally and professionally. Located in the heart of London, the company provides ample opportunities for growth and development, ensuring that every team member can thrive in their career while contributing to a diverse and inclusive community.
StudySmarter Expert Advice🤫
We think this is how you could land Viewer Experience Supervisor in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Walt Disney Company. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Walt Disney Company before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Viewer Experience Supervisor in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Walt Disney Company:Your cover letter is your chance to shine! Tell us why you want to work at The Walt Disney Company specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Walt Disney Company!
How to prepare for a job interview at The Walt Disney Company
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
