Sr Business Operations Analyst, DCL and A&E

The Sr. Business Operations Analyst for Disney Cruise Line and Adventures & Expeditions plays a critical role by using various software applications and methodologies to efficiently collect, organize, and analyze data. This role uses data storytelling to connect insights to business outcomes, turning complex findings into clear visual narratives that inform decisions, influence partners, and support long-term strategy. The role is also responsible for creating and maintaining presentations, reports, dashboards, and visualizations that effectively communicate findings to partners at all organizational levels. In addition, this role consults with partners to identify data analysis needs, risks, and opportunities; provides timely data; and supports informed decision-making and the measurement of return on investment.

The Sr. Business Operations Analyst reports to the Manager, Business Operations Strategy & Analytics and is based in Celebration, FL.

* This is an on-site role based in Celebration, FL and relocation will not be available for this position.

Responsibilities:

• Use a variety of software applications and analytical methodologies to collect, organize, and analyze data, identifying trends, patterns, and relationships.

• Develop and deliver clear, engaging presentations to connect insights to business outcomes, translating complex findings into clear narratives that inform decisions, influence partners, and support long-term strategies.

• Design and maintain reports, dashboards, and visualizations that clearly convey insights, presenting data in an engaging story for partners.

• Work with cross-functional teams to evaluate and refine existing solutions, address complex challenges, and improve efficiency.

• Effectively explain difficult or sensitive information in a straightforward manner, while working collaboratively to build consensus and ensure understanding across diverse partners.

• Make clear, concise, and timely decisions while implementing time-sensitive actions to ensure business continuity and effectiveness. Relay critical information efficiently to multiple internal and external partners, ensuring alignment across teams.

• Support change management efforts by translating data insights into clear recommendations, helping partners understand impacts, adopt new processes, and align around business priorities.

• Adapt to a fast-paced environment, managing diverse responsibilities, prioritizing effectively, and handling multiple tasks concurrently.

• Stay current on industry best practices, continually enhancing data analysis techniques and visualization skills through research on the latest tools and methods.

• Serve as a resource and mentor for colleagues with less experience, providing guidance, support, and knowledge-sharing to foster their development.

• Lead projects with manageable risks and resource requirements, ensuring successful execution and timely delivery.

• Uphold Guest security by handling sensitive information with the utmost integrity.

Basic qualifications:

• 4+ years of experience in data analysis and visualization, using tools such as Microsoft Excel, SQL, Power BI, and Tableau, with a strong ability to extract, analyze, and visualize large datasets from relational databases (e.g., MySQL, PostgreSQL) to uncover trends, patterns, and actionable insights.

• Strong communicator with experience creating executive-level presentations that translate complex data insights into clear, visual, and actionable narratives for non-technical partners, influencing decision-making at all organizational levels.

• Skilled in building automated dashboards to deliver real-time insights into KPIs, such as call volume, agent performance, and Guest satisfaction, as well as using programming languages (e.g., R, Python) to develop statistical models for trend prediction and Guest behavior analysis.

• Proven experience in leading and mentoring colleagues on projects with manageable risks, ensuring successful execution and fostering team development.

• Proven ability to analyze complex problems, breaking them down into actionable tasks and developing data-driven solutions to enhance business efficiencies and improve performance.

• Future-focused change agent who anticipates business needs and influences partner adoption through clear communication, collaboration, and a shared vision for continuous improvement.

• Deep understanding of operations and their impact on business strategy, including knowledge of key financial metrics and profitability drivers.

• Excellent project management skills, with the ability to handle multiple projects simultaneously, track progress, and meet deadlines in a dynamic contact center environment.

• Highly adaptable and process-oriented with strong attention to detail, organizational skills, and a curiosity for identifying process improvement opportunities.

• Self-motivated, able to work independently, and committed to continuous learning, keeping up to date with trends in data science, machine learning, and contact center technologies.

• Strong relationship-building and influencing skills, able to thrive in a fast-paced environment, maintaining professionalism and sound judgment under pressure.

Preferred qualifications:

• Previous experience in data analysis using CRM and contact center technologies such as Salesforce, Zendesk, Genesys Cloud CX, or similar platforms.

• Familiarity with the cruise industry, contact center, travel agency network, and/or Disney Cruise Line and Adventures & Expeditions products.

• Proven ability to analyze operational metrics to inform and support organizational improvements.

Required Education:

• Bachelor’s Degree or equivalent experience in Finance, Data Science, Industrial Engineering or related field.

Preferred Education:

• Master's Degree in Finance, Data Science, Industrial Engineering, or a related field.

• Project Management Professional (PMP) certification.

• SQL Associate certification.

• Tableau Data Analyst certification.

Additional Information

Benefits and Perks: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities, and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits.

The hiring range for this position in Celebration, FL is $100,100.00-$134,200.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.