Viewer Experience Supervisor

Job Description – Viewer Experience Supervisor Disney+ - (P3) 

We are seeking a capable and customer‑focused Viewer Experience Supervisor to support Disney+ across EMEA. This role sits within the Customer Experience organisation and works closely with the London‑based Viewer Experience team, global Customer Experience partners, and cross‑functional stakeholders across Disney Streaming and The Walt Disney Company. 

While the primary focus of this role is EMEA operations, the successful candidate will also contribute to global Viewer Experience priorities, supporting shared goals, scalable processes, and consistent standards across regions. 

Reporting to [role title], Customer Experience, Disney+ EMEA, this individual will play a key role in monitoring partner performance, surfacing customer insights, and supporting continuous improvement across our outsourced customer support ecosystem, as part of a broader global support infrastructure for Partner Management (PM). 

About Disney Streaming 

Disney Streaming is a business unit within The Walt Disney Company’s Direct‑to‑Consumer segment and is responsible for the development and operation of the company’s global streaming services, including Disney+. Our mission is to deliver high‑quality, accessible entertainment experiences to audiences worldwide, across devices, locations, and moments that matter. 

Responsibilities 

Viewer Experience Performance & Insights 

• Compile and deliver regular Viewer Experience performance reporting, with a focus on BPO performance, customer feedback, and emerging trends across EMEA. 

• Produce ad hoc analysis on customer sentiment, contact drivers, and technical issues to support business decision‑making, sharing insights that may inform global trends or initiatives. 

• Build clear, stakeholder‑ready data visualisations and presentations using tools such as Tableau, aligned to global reporting standards where applicable. 

Partner Operations & Governance 

• Run established weekly operational processes between the Viewer Experience team and BPO partners, including survey outlier tracking, Partner Health reviews, and quality assessments. 

• Maintain EMEA elements of VX‑wide working documents that provide the information framework for collaboration between BPO teams and VX support teams, ensuring alignment with global PM documentation and ways of working. 

• Identify gaps in existing reporting or workflows and propose scalable improvements to enhance efficiency and insight quality, with consideration for applicability beyond EMEA. 

• Provide guidance to internal stakeholders and partners on reporting standards, templates, and best practices, contributing to consistency across regions. 

Quality & Issue Investigation 

• Audit contact centre advocate interactions to identify experience gaps and opportunities for improvement. 

• Audit contact centre organisational processes to ensure BPOs are operating in line with business direction (e.g. transaction reports, advocate behaviour reports). 

• Conduct investigative analysis to identify performance trends and root causes, supported by targeted data samples and qualitative examples. 

• Support the identification, escalation, and tracking of product or technical issues in partnership with Product and Engineering teams, feeding learnings into global issue management where relevant. 

Cross‑Functional & Global Collaboration 

• Share Viewer Experience updates with BPOs and internal stakeholders across EMEA, and contribute inputs into global forums, updates, or shared read‑outs as required. 

• Support cross‑team initiatives and projects spanning Customer Experience, Operations, Product, and global PM or VX programmes. 

• Capture and distribute meeting notes and action items to ensure alignment and follow‑through, supporting both regional execution and global visibility. 

 What we need from you to be part of this story 

• Bachelor’s degree in Information Technology, Business, Administration, Data Science or a related field (or equivalent work experience). 

• Strong written and verbal communication skills, with the ability to collaborate effectively across functions and levels. 

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, SharePoint). 

• Experience with analytics platforms such as Tableau, Microsoft Power BI or Looker.  

• Experience with CRM tools such as Salesforce or Zendesk. 

• Strong organizational skills and attention to detail. 

• Ability to manage multiple priorities in a fast-paced environment. 

• Experience working in a customer support role and or with outsourced customer support teams is highly desirable 

• Experience working in a multinational corporate environment is a plus.