Service Management 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 were not just referring to the world of wizards dragons and superheroes or even to the wonders of Planet Earth. Behind WBDs 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 whats 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.

Whats 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...

• Bachelors 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

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 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

If youre 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.