Viewer Insights Analyst

About The Role & Team

Join the Disney Direct to Consumer (DTC) team, which includes Hulu and Disney+, premium streaming services offering extensive content libraries from globally renowned franchises like Star Wars, Marvel, and Pixar. The Viewer Experience team seeks dedicated team players who are passionate about enhancing Disney's direct-to-consumer services through innovative and strategic efforts.

As a Viewer Insights Analyst, you will create reports and generate meaningful insights to better understand how viewers engage with support services via self-service and assisted channels. You will analyze trends affecting operational functions that support our ecosystem. A curious and detail-focused mindset coupled with proficiency in handling complex datasets is key. Your findings will provide actionable intelligence to improve support outcomes and shape future support experiences.

This role is based in London Hammersmith office with four days onsite per week and the option to work from home on either Monday or Friday. The team embodies Disney's core values of Integrity, Inclusion, Creativity, Collaboration, and Community.

Key Responsibilities

• Design, update, and refine user-friendly dashboards for diverse audiences, translating complex reporting needs into technical solutions with custom calculations, parameters, filters, and aggregations. (40%)
• Detect usage patterns and identify opportunities within Viewer Experience and across the business, creating unified insights into viewer support behavior across all channels. (20%)
• Create clear visualizations, presentations, and infographics to communicate data narratives to both technical and non-technical stakeholders. (15%)
• Collaborate with cross-functional and global teams to understand their data needs and deliver valuable insights, guiding project success measurements and enabling agility. (15%)
• Ensure data integrity by monitoring quality, spotting gaps, and working alongside data analysts to expand available data for Viewer Experience teams. (5%)
• Keep abreast of industry trends and emerging data analytics technologies to enhance workflows and introduce innovative methods. (5%)

Requirements

• Bachelor’s degree in an analytics-related field or equivalent experience
• At least one year of relevant experience, or a graduate degree with strong analytics aptitude
• Advanced Excel skills and excellent quantitative problem-solving capability
• Understanding of statistical methods such as hypothesis testing and regression analysis
• Hands-on experience with data visualization platforms like Tableau, Looker, or Power BI
• Strong written and verbal communication skills for engaging peers and leadership
• Highly organized and capable of managing multiple projects efficiently in a fast-paced setting

Preferred Qualifications

• Familiarity with Salesforce, Google or Adobe Analytics, Tableau, or similar tools
• Proficiency in SQL and experience with programming languages or data automation encouraged
• Knowledge of contact center systems, operations, and metrics such as workforce management and CRM
• Experience working with self-service platforms including AI virtual assistants and chatbot ecosystems, understanding intent design and deflection strategies
• Exposure to conversational design or natural language analytics like conversation tagging and intent classification
• Background in technology or entertainment industries or working with consumer-oriented digital brands
• Openness to leveraging new technologies and advancing innovative solutions to enhance viewer support

Perks

• 25 days of paid annual leave
• Comprehensive private medical and dental insurance
• Complimentary access to Disney parks for yourself and your guests
• Special discounts on Disney merchandise, resorts, food and beverage, and ticketing
• Generous parental and guardian leave policies
• Participation in Employee Resource Groups including WOMEN @ Disney, Disney Mosaic, Disney PRIDE, ENABLED (disability & neurodiversity focus), and TRUST (Mental Health & Wellbeing)

Additional Information

The Walt Disney Company is committed to diversity and inclusivity, fostering an environment where all employees belong and thrive. Reasonable accommodations are provided for applicants with disabilities during recruitment and employment processes upon request.