Analyst, CX Planning & Insights

Job Description

We are looking for a highly organized, strategic, and collaborative professional to help drive clarity and operational excellence across our Global CX team. This role will focus on internal governance, team planning, and strategic support - helping to establish consistent ways of working and supporting cross-functional coordination across WBD.
This individual will also help support the development of executive presentations, synthesis of CX insights, and integration of Voice of the Customer ( VoC ) themes into strategic planning and reporting.
This is a great opportunity for someone who thrives in fast-paced, matrixed environments and is passionate about creating structures that enable teams to operate at scale.
Your Role Accountabilities
Team Management and Operational Planning
• Manage global internal CX operating cadences including team planning cycles, business reviews, and leadership forums
• Maintain documentation of team priorities, org structure, workstreams, and decision-making processes
• Establish and improve repeatable systems for planning, reporting, and team alignment that can be implemented globally
Strategic Initiative Support
• Track progress across key initiatives and ensure visibility of priorities and timelines
• Support the setup, management, and tracking of launch OKRs across all regions
• Collaborate with global stakeholders to define goals, dependencies, and success metrics
• Support CX leadership in project planning, execution, and change management efforts
• Assist in the creation of executive-facing presentations, quarterly business reviews, and communications to senior stakeholders
• Synthesize inputs from team leads and VoC channels to highlight key customer themes and strategic opportunities
Cross-Functional Collaboration
• Partner with regional Ops teams to ensure alignment on key initiatives and facilitate decision making
• Partner with teams across Product, Engineering, Marketing, Legal, and other functions to ensure CX alignment
• Coordinate input and resourcing for cross-team projects, launches, and strategic programs
• Facilitate communication, documentation, and follow-ups across diverse stakeholder groups
Team Operations and Enablement
• Help create and maintain resources that support onboarding, knowledge sharing, and team effectiveness
• Contribute to retrospectives, process improvements, and operational best practices
• Support internal communication and storytelling to share progress and celebrate impact

Skills and Experience
• 3–5 years of experience in strategy, operations, program/project management, or team enablement
• Proven ability to manage complex workstreams with multiple stakeholders and competing priorities
• Strong communication and organizational skills, with the ability to create clarity in ambiguous environments
• Proficient with planning and productivity tools ( e.g. SharePoint, Airtable , Asana, Looker, Salesforce, JIRA)
• Comfortable working across time zones and in a fast-paced, global organization
Preferred Qualifications
• Experience in customer experience, support, or operations environments
• Familiarity with the media, tech, or entertainment industry
• Exposure to organizational design, process optimization, or team effectiveness work
• Experience synthesizing insights and supporting executive-level communications
• Strong business storytelling and presentation development skills
Why Join Us
As Warner Bros. Discovery continues to evolve, the CX team plays a critical role in creating meaningful connections with customers around the world. This role supports the internal

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.

Jobcode: Reference SBJ-k2b2o8-35-215-184-102-42 in your application.