Senior Customer Experience Analyst – Data‑Driven Guest Journey Strategy, Insight Generation & Cross‑Functional Leadership

About arenaflex – Shaping Unforgettable Experiences

arenaflex is a global leader in immersive entertainment and destination experiences, renowned for delivering world‑class service that turns ordinary moments into magical memories. With a legacy of innovation and a commitment to putting guests at the heart of everything we do, arenaflex continuously redefines the standards of hospitality, storytelling, and digital engagement. As the industry evolves, the need for data‑driven insights that anticipate guest needs and streamline the planning journey has never been more critical. Join a team that blends creativity with analytics to craft experiences that delight millions of guests worldwide.

Role Overview

The Senior Customer Experience Analyst is a pivotal member of the Customer Experience Strategy and Intelligence team at arenaflex. Reporting to the Senior Customer Experience Strategy Manager, you will act as a bridge between data, strategy, and operational execution, influencing senior leadership and cross‑functional partners to enhance the end‑to‑end planning experience for our guests. This role is ideal for a curious, analytical thinker who thrives in a fast‑paced environment and enjoys turning complex data sets into clear, actionable recommendations.

Key Responsibilities

Strategic Influence & Business Case Development

• Partner with the Senior Customer Experience Strategy Manager to craft compelling business cases that justify new initiatives and secure executive sponsorship.
• Translate guest‑centric insights into strategic recommendations that shape product, pricing, forecasting, and marketing decisions.
• Present findings to senior executives, articulating the potential impact on revenue, guest satisfaction, and operational efficiency.

Data‑Driven Analytics & Insight Generation

• Leverage arenaflex’s extensive data assets—including reservation, purchase, and interaction logs—to identify trends, pain points, and opportunities within the guest planning journey.
• Collaborate closely with data scientists and analytics engineers to select appropriate analytical techniques, ensuring rigorous measurement of initiative success.
• Maintain a living Customer Experience scorecard, monitoring key performance indicators (KPIs) over time and recommending course corrections as needed.

Customer Experience Storytelling

• Develop clear, concise narratives that transform raw data into compelling stories for both technical and non‑technical audiences.
• Produce visualizations, dashboards, and executive summaries that highlight actionable insights and drive decision‑making.
• Advise product, marketing, and operations teams on how to embed guest insights into their daily workflows.

Project Management & Cross‑Functional Collaboration

• Lead the requirements‑gathering process for high‑impact projects, ensuring alignment across finance, product, marketing, and operations.
• Design and maintain detailed project plans that outline milestones, deliverables, and resource dependencies.
• Proactively communicate progress, risks, and changes to stakeholders, fostering a culture of transparency and accountability.

Financial Planning Support

• Provide data‑backed inputs for long‑term and annual operating plans that underpin key Customer Experience initiatives.
• Analyze the financial implications of proposed changes, helping the organization balance guest satisfaction with profitability.

Industry & Competitive Intelligence

• Stay abreast of emerging trends, competitor strategies, and evolving guest expectations within the entertainment and hospitality sectors.
• Partner with the Consumer Insight Measurement and Analytics (CIMA) team to integrate external market research with internal data sources.

Essential Qualifications & Skills

• Experience: 2–3 years in strategy, business analysis, or analytics roles, preferably within a consumer‑focused or hospitality environment.
• Technical Proficiency: Demonstrated expertise with Tableau (or comparable data visualization tools) to build interactive dashboards and storytelling visual assets.
• Analytical Rigor: Strong background in data collection, design, analysis, quality control, and database management.
• Communication: Exceptional written and verbal skills; ability to distill complex concepts into concise, persuasive recommendations for diverse audiences.
• Collaboration: Proven ability to build relationships and influence stakeholders across functions, cultures, and seniority levels.
• Problem‑Solving: Creative, solution‑oriented mindset with a high degree of intellectual curiosity and a passion for continuous learning.
• Time Management: Demonstrated ability to prioritize multiple requests, meet tight deadlines, and proactively update stakeholders in a dynamic environment.
• Independence: Self‑starter who can manage workload autonomously while delivering high‑quality outputs.

Preferred Qualifications

• Experience working on an analytics or insight team within a large, data‑driven organization.
• Familiarity with arenaflex’s reservation and guest planning data structures, or similar hospitality‑industry data ecosystems.
• Knowledge of industry‑wide best practices for guest journey mapping, experience design, and predictive analytics.

Education

Bachelor’s degree in Business, Analytics, Economics, Statistics, or a related quantitative discipline. Advanced degrees or certifications (e.g., MBA, Certified Analytics Professional) are a plus.

Why Join arenaflex?

Career Growth & Learning

At arenaflex, your career trajectory is shaped by your ambition. You will have access to:

• Mentorship from senior leaders in strategy, data science, and guest experience.
• Opportunities to lead high‑visibility projects that directly influence the company’s revenue and brand reputation.
• Continuous learning programs, including workshops on advanced analytics, storytelling, and emerging technologies such as AI‑driven personalization.
• Cross‑departmental rotations that broaden your perspective and deepen your expertise.

Culture & Work Environment

arenaflex fosters an inclusive, collaborative culture where curiosity is celebrated and diverse viewpoints drive innovation. Our teams work in open, flexible spaces that encourage creativity, and we support hybrid work arrangements that balance on‑site collaboration with remote productivity.

Compensation, Perks & Benefits

We offer a competitive total rewards package that includes:

• Base salary aligned with market benchmarks for senior analytical roles.
• Performance‑based bonuses tied to the impact of your insights on guest experience and revenue.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plans with company matching contributions.
• Generous paid time off, parental leave, and flexible scheduling.
• Employee discounts on arenaflex experiences, tickets, and merchandise.
• Wellness programs, on‑site fitness facilities, and mental‑health resources.

Location

This role is based in Lake Buena Vista, FL, USA, the heart of arenaflex’s flagship destination. While we embrace hybrid work, a portion of your time will be spent on‑site to collaborate closely with cross‑functional partners and experience the guest journey firsthand.

How to Apply

If you are ready to transform data into delightful guest experiences and influence the strategic direction of a world‑renowned entertainment brand, we want to hear from you. Click the link below to submit your application and become part of arenaflex’s next chapter of innovation.

Apply Job!

Join arenaflex – Where Data Meets Magic

At arenaflex, every insight you uncover has the power to shape a guest’s journey from curiosity to unforgettable memory. Bring your analytical expertise, storytelling talent, and passion for guest satisfaction to a team that values impact, collaboration, and continuous growth. Apply today and help us create the future of immersive experiences.