Customer Experience Project Manager

Customer Experience Project Manager
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Job ID

10078745

Location

Lake Buena Vista, Florida, United States

Business
Walt Disney World Resort

Date posted
Mar. 01, 2024

Job Summary:

About the Role & Team
Disney has long been known for the quality of our Guest Experience, including world-class service. At Walt Disney World, the Customer Experience organization is passionate about the end-to-end shopping, purchasing, and planning elements of a Walt Disney World vacation. Our goal is to make planning your Disney vacation as magically simple and intuitive as the destination itself, and this is your opportunity to be a part of that transformational effort!
Today, it is increasingly important for us to help Customers understand Walt Disney World, make confident choices, navigate our unique planning requirements and business rules, and for us to provide quality service when and how they expect. Other companies both inside and outside our industry continue to seek Customer Experience improvement, and we should continue to extend our Guest Experience excellence as a leader in Customer Experience.
As the Customer Experience Project Manager, reporting to the Senior Manager Customer Experience Strategy, you will be supporting various responsibilities within the Customer Experience Strategy ecosystem with a primary focus on overall program management and delivery of CX-focused technology improvements.
What You Will Do

Support and implement the Customer Experience roadmap, establishing and delivering on key achievements
Coordinate projects across many partner teams; building and delivering presentations, managing timelines, and leading and supporting forums
Work with partners to ensure accurate tracking and measurement to deliver program recaps, benchmark efforts and define success metrics
Engage with technology and digital professionals to represent Walt Disney World site Customer Experience priorities
Demonstrate deep expertise and constantly monitor the pulse of the customer experience

Required Qualifications & Skills

Three (3)+ years of experience in project management and/or product development
Ability to build relationships and collaborate with a wide range of partners from different backgrounds and functions
Ability to challenge the status quo while still building strategic alliances/relationships within and outside the Disney organization
Experience managing a large volume of complex work, prioritizing to ensure results are achieved
Entrepreneurial approach, proactive problem solver with the ability to thrive in an often ambiguous, fast-paced environment.
Strong visual presentation building (PPT/Keynote) and delivery skills with a focus on storytelling
Understanding of Agile technical practices and testing concepts
Prior experience in working with technical product teams
Knowledge of Walt Disney World channels is a plus

Education

Bachelor's degree in Business, Project Management, Product Management, or equivalent field preferred

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