Business Process Analyst, CIM Operations - Full Time
The Walt Disney Company - Corporate - Burbank, CA

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Marketing / Promotions;
The mission of the Customer Information Management team is to optimize the value of customer data for use in building direct customer relationships and delivering relevant customer experiences across TWDC's brands and businesses globally. As a central resource for company-wide customer data, the team partners with stakeholders across the company to establish data practices, policies and capabilities to collect, use and share data in support business objectives, while maintaining respectful consumer data practices. Primary responsibilities of the group are to:
1)Enrich enterprise data assets by identifying and executing data acquisition opportunities and strategies, including those executed internally and/or with third parties
2)Deliver customer data analytics / decision science subject matter expertise and services to TWDC businesses
3)Establish global, company-wide standards and business policies for collection, sharing and use of customer information
4)Own and operate enterprise-wide tools and capabilities, including the enterprise-wide customer data marketing and analytics environment and any company-wide customer-facing tools (e.g., customer preference centers, account management tools).

This position reports to the Manager of Operations and is responsible for designing and developing business and functional processes necessary to operate central solutions that provide customer data, analytics and marketing services to TWDC businesses. In addition, in collaboration with technology and business partners, the Process Engineer will support all development and maintenance activities for central solutions, including:
  • TWDC's enterprise customer data environment supporting internal customer
  • Central customer-facing tools such as account management and preference center systems
  • Design, develop and continually maintain end-to-end business and functional processes for CIM operational solutions that enable collection and use of customer information
  • Define and document workflow steps
  • Determine cross-functional roles and responsibilities and hand-offs and partner with Manager to communicate and train process stakeholders
  • Develop and maintain comprehensive, user-friendly process maps and reference / training tools for users to access
  • Work with CIM team to integrate policy rules into processes and ensure traceability of process security points
Examples of processes include:
  • Operational processes: Onboarding new data, generating data extracts for BUs
  • Business user processes: Requesting and adding new users to the environment, generating automated reports, requesting new reports, campaign request processes
  • General system documentation: service catalogs for users to reference
  • Support ongoing maintenance of functionality in existing solutions
  • Participate in validation / testing of changes
  • Support development of process documentation, operational reporting as necessary
Basic Qualifications
  • 5+ years of work experience in operations with at least 3 leading the design and documentation of business processes
  • Strong oral and written communication skills including ability to understand cross-functional roles and responsibilities
  • Strong project management skills including ability to prioritize and drive results
  • Experience working cross-functional teams , in particular with IT departments
Preferred Qualifications
  • Strong, demonstrable experience in process design and reengineering, Six Sigma experience a plus
Preferred Education
  • MBA or relevant advanced degree preferred
Required Education
  • Bachelor's degree required
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Additional Information
This role is with The Walt Disney Company.

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