Customer Experience and Communications Senior Analyst

Welcome to Warner Bros. Discovery… the stuff dreams are made of. Who We Are… When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next… From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive. Your New Role... As part of the WBD Global Business Services (GBS) organization, within the Governance & Customer Experience team, you will play a critical role in shaping and elevating the GBS customer experience and communications. As a Customer Experience and Communications Senior Analyst, you will drive initiatives that improve how GBS engages with its internal customers, translating data and insights into actionable improvements. You will work closely with senior stakeholders across functions and regions, combining analytics, communication, and storytelling to influence decision-making and enhance service delivery. This role sits at the intersection of customer experience, data, and communication – requiring both strategic thinking and strong execution. What's in it for you... Contract of employment Hybrid work Benefits package: private medical care, life and accident insurance, MyBenefit cafeteria platform, sports card, social fund, retirement pension plan, Employee Referral Program Free access to the HBO Max platform Work-life balance initiatives: well-being platform, yoga, massages, educational webinars, Employee Support Program, film screenings organized by employees in the office cinema Training and development: training platform, co-financing of English lessons, Employee Resource Groups, Engagement Club - the opportunity to develop your interests in thematic employee groups, online meetings with experts CSR activities: volunteering, ecological and social initiatives Access to parking spaces Your Role Accountabilities... Drive execution of the GBS Customer Experience (CX) strategy, ensuring alignment across functions and regions Own and evolve the Voice of Customer (VoC) program, translating feedback into actionable insights and measurable improvements Analyze and interpret CX metrics (e.g., CSAT, satisfaction drivers, feedback trends) to identify opportunities and influence decision-making, partner with stakeholders across GBS and business teams to improve service delivery and customer perception Design and deliver engaging training sessions and workshops, embedding a customer-centric mindset across the organization Create executive-level presentations and narratives that clearly communicate insights, progress, and recommendations Maintain and continuously improve CX data sources and dashboards, ensuring data quality, usability, and relevance, own and enhance internal communication channels and platforms (e.g., portals, org charts, knowledge materials) to improve transparency and accessibility Identify and drive process improvements across CX and service management activities, provide backup support for financial planning and reporting activities when required Qualifications & Experience... Bachelor’s degree (communication, business, sociology, or related field preferred) 3+ years of experience in a multinational or matrix organization Strong experience in customer experience, service management, and internal communications, proven ability to translate data into insights and actionable recommendations Advanced PowerPoint skills with the ability to create clear, compelling executive storytelling, experience with collaboration and design tools (e.g., Canva, Miro, Lucidchart), strong stakeholder management and communication skills Highly organized, proactive, and able to manage multiple priorities, service-oriented mindset with a focus on continuous improvement Hybrid Working - This role is advertised as a Hybrid work model, that combines remote and in-office work, following our current company policy and to be agreed with your Line Manager. Subject to any applicable laws, WBD / your Line Manager reserves the right to change this working agreement where this is essential to business needs and upon reasonable notice to you. How We Get Things Done… This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview. 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, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability 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.