CX Data & Insights Analyst

Job Description

As an Analyst on the CX Data & Insights team, you will lead the strategy, planning, and day-to-day implementation of the CX self-service insights program. You'll design and maintain clear and accurate dashboards , define and measure KPIs with partner teams, and, in partnership with the CX Data team, introduce AI-assisted workflows that make it faster and easier to understand customer pain points. This is an insights role rooted in customer e xperience -not a data-science role. The ideal candidate will balance a technical skillset with the writing, design, and storytelling skills needed to help stakeholders quickly see what's happening, why it matters, and what to do next.
Your Role Accountabilities…
• Own the CX self-service insights program end-to-end, including intake, prioritization, delivery, onboarding (office hours , etc ), and success metrics.
• Implement AI-assisted workflows in partnership with the CX Data team and integrate WBD AI tools where useful-for example, natural-language insights over dashboards and feedback/pain-point summarization .
• You will take ownership of dashboards by building Salesforce Lightning dashboards end to end . Additionally, for insights-related Looker and Tableau dashboards , you will lead design and success tracking while partnering on the build itself , with the goal of giving stakeholders across the organization access to foundational CX data.
• P artner with Dynamic Insights pillar to operationalize CX-driven partner KPIs by publishing clear definitions, setting up tracking, and ensuring the required data and self-service access are available to both Insights teams and to stakeholders.
• Following launches, partner with Dynamic Insights pillar to create long term views for stakeholders and fully integrate into existing dashboards and processes as needed .
• Strive for more scalable and actionable insights through the use of technology; a mindset of continuous improvement is essential to success in this role.

Qualifications & Experience…
• 3-5 years relevant work experience
• Bachelor's degree in related discipline and/or relevant work experience, with experience and/or demonstrated interest in the streaming/entertainment industry preferred.
• Analytically driven, with strong writing and communication skills, including being able to provide actionable insights to both technical and non-technical stakeholders as well as senior leadership.
• Strong understanding of current AI landscape, models, and with AI use cases within the CX and insights space .
• Experience creating dashboards. Salesforce, Looker, and/or Tableau experience is a plus.
• The ability to work quickly without compromising the quality or fidelity of insights.
• Passionate about building and cultivating a best-in-class customer experienc e.
• Strong interpersonal skills and ability to prioritize requests effectively, balancing the needs of WBD and our customers.
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. We take seriously our responsibility to ensure equitable access to em ployment and opportunities in a manner that upholds our human rights obligations. Reasonable accommodation is available upon request for eligible candidates.

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.
If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.
In compliance with local law, we are disclosing the compensation, or a range thereof, for roles in locations where legally required. Actual salaries will vary based on several factors, including but not limited to external market data, internal equity, location, skill set, experience, and/or performance. Base pay is just one component of Warner Bros. Discovery's total compensation package for employees. Pay Range: $62,790.00 - $116,610.00 salary per year. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Warner Bros. Discovery provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and sick time and vacation.

Jobcode: Reference SBJ-eow0o8-18-97-14-81-42 in your application.