Customer Experience Lead

**Position: Customer Experience Lead at Disney**

**Job Summary:**

**Job Type:** Full-Time

**Salary:** Competitive, based on experience

**Working Hours:** 40 hours per week

**Location:** Remote (US-based applicants only)

**Company:** Disney

**Benefits:** Health, Dental, Vision, Paid Training, Paid Vacations, 401(k) Plan

**Description:**

Join the magical world of Disney as our new Customer Experience Lead, where dreams meet innovation and customer satisfaction is top priority. As a Customer Experience Lead, you will play an integral role in defining and enhancing the customer journey across all Disney platforms. You will be responsible for leading a team dedicated to providing exceptional service and creating memorable experiences that uphold the Disney brand.

In this role, you will strategize and implement customer service initiatives that align with Disney’s mission to entertain, inform, and inspire people around the globe through the power of unparalleled storytelling. You will work closely with cross-functional teams to understand customer needs and drive improvements that enhance customer satisfaction and loyalty.

Your primary responsibility will be to lead and inspire a team of customer experience representatives, ensuring that they are well-trained, motivated, and equipped to deliver top-tier service. You will analyze customer interactions and feedback, develop improvement strategies, and oversee the execution of these initiatives. Additionally, you will collaborate with technology teams to enhance digital platforms, ensuring a seamless and enjoyable online experience for all users.

Successful candidates will be passionate leaders with a knack for storytelling and a deep understanding of the Disney brand. You will bring a strategic mindset and a commitment to excellence, consistently seeking innovative ways to exceed customer expectations.

**Responsibilities:**

1. Lead and manage a team of customer experience professionals, ensuring high standards of service are maintained.

2. Develop and implement customer service strategies that align with Disney? core values and business objectives.

3. Analyze customer feedback and interaction data to identify trends and areas for improvement.

4. Work with IT and digital teams to enhance online customer interfaces and user experiences.

5. Train and mentor team members, fostering a culture of continuous improvement and exceptional service.

6. Establish and maintain relationships with key stakeholders across the organization to facilitate seamless customer experiences.

7. Monitor and report on the performance of customer service activities, providing insights and recommendations to senior management.

**Requirements:**

1. Bachelor? degree in Business Administration, Communications, or a related field.

2. Proven experience in a customer service leadership role, preferably in the entertainment or hospitality industry.

3. Strong leadership skills with the ability to motivate and inspire a team.

4. Excellent communication and interpersonal skills.

5. Deep understanding of customer relationship management (CRM) systems and digital communication platforms.

6. Ability to analyze data and provide insights into customer behavior and satisfaction.

7. Flexibility to adapt to changing priorities and manage multiple tasks simultaneously.

**Benefits:**

– Competitive salary and performance bonuses.

– Comprehensive health, dental, and vision insurance.

– Generous paid vacation and holiday leave.

– 401(k) plan with company matching.

– Opportunities for professional development and career advancement.

– Unique perks, including Disney park passes and exclusive previews of new releases.

**Educational Qualifications:**

– A minimum of a Bachelor? degree in Business Administration, Communications, or related field is required.

**Experience:**

– At least 3-5 years of experience in customer service management, preferably within the entertainment or hospitality industry.

**Company Overview:**

Disney is a global leader in family entertainment and media enterprise, encompassed by various business segments including media networks, parks and resorts, studio entertainment, consumer products, and interactive media. Known for its storytelling excellence and innovative experiences, Disney? legacy of creativity and its commitment to delivering unparalleled customer experiences remain the cornerstone of its global brand.

Join us in creating magical experiences worldwide and be part of a team that values creativity, innovation, and passion. Apply today to be our next Customer Experience Lead and help bring happiness to millions of Disney fans around the world!

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