Viewer Insights Analyst

Responsibilities

• Develop, maintain, and enhance intuitive dashboards for diverse users, translating complex reporting needs into technical specifications.
• Identify patterns and opportunities within Viewer Experience (VX) to create a common understanding of viewer support behaviors across all channels.
• Build intuitive presentations, infographics, and visualizations to communicate data stories to both technical and non-technical audiences.
• Partner with global teams to understand data needs, provide expert guidance on measuring success, and empower teams to iterate with agility.
• Maintain data quality, identify information gaps, and collaborate with data analysts to enhance the depth of available information.
• Stay updated on industry trends and emerging technologies to introduce innovative solutions to the support journey.

Requirements

• Bachelor’s degree in a related analytical field or equivalent experience.
• Minimum of 1 year of related experience or a graduate degree in a related field with a demonstrated aptitude for analytics.
• Exceptional analytical and quantitative problem-solving skills with advanced knowledge of Excel.
• Strong understanding of statistics concepts, such as hypothesis testing and regression analysis.
• Practical experience with data visualization tools like Tableau, Looker, or Power BI.
• Strong verbal and written communication skills for interacting with peers and senior leadership.
• Highly organized and able to execute multiple projects simultaneously in a fast-paced environment.

Preferred Qualifications

• Proficiency in SQL and familiarity with additional programming languages or data automation frameworks.
• Systems knowledge in Salesforce, Google/Adobe Analytics, or similar platforms.
• Experience with contact center tools, operations, and metrics (e.g., CRM, workforce management, QA platforms).
• Experience with self-service ecosystems, including help centers, AI-powered virtual assistants, or chatbots.
• Familiarity with conversational design or natural language analytics.
• Experience in the tech/entertainment space or with a consumer-centered digital brand.

About the Company

Disney’s Direct to Consumer team oversees the Hulu and Disney+ streaming businesses, bringing world-class storytelling from brands like Star Wars, Marvel, Pixar, and Disney to fans and families everywhere.