Analyst, Data

This position is on – site in our Royal Caribbean Headquarters 1050

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean has an exciting career opportunity for a full time Data, Analyst reporting to the Manager, Guest Experience Data Analytics.

Position summary

The Contact Center Analytics & Solutions team is seeking a Data Analyst who will be responsible for delivering impactful insights into key business decisions and supporting projects/building tools that empower our end users to work efficiently. The right person for this role has exceptional analytical capabilities, thrives in a fast-paced environment, loves problem-solving, is a great communicator, and is passionate about our end user experience.  

Essential Duties and Responsibilities

• Conduct analysis to drive valuable business insights, using internal analytics tools, ie SQL to access and manipulate from disparate data sources. 

• Build intuitive presentations, interfaces, infographics, and data visualizations to tell stories with data that convey key performance metrics, significant trends, and relationships across contact centers. 

• Analyze user behavior to identify patterns, uncover opportunities and create a common understanding how people are interacting with our reporting content. 

• Ideate and develop new metrics and analytical approaches, measuring performance for both tactical and strategic decision-making for contact centers. 

• lead projects and requests from end-to-end, defining business needs, developing strategies, and solutions that empower internal teams operate efficiently.   

• spearhead ongoing efforts to better understand sub growth and identify future opportunities through analysis and reporting.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform other job-related duties assigned by their supervisor or management.

Qualifications, Knowledge, & Skills

• 2+ years of relevant work experience in analytics and/or business intelligence or related field.  

• Strong analytical skills – with a proficient ability to read/write complex SQL queries for data analysis. 

• Experience with data visualization tools (Tableau, PowerBi, etc.) and strong storytelling skills for technical and non-technical audiences. 

• MS office tools i.e. Word, excel, PowerPoint, Access. 

• Strong and effective communication, presentation and written skills and ability to work in global environment. 

• Experience collecting internal customer feedback and requests, empathizing with their challenges and opportunities. 

• Collaborative, self-motivated with a desire to lead strategic problem solving, execution and ownership.  

Nice-to-haves 

• CSPO Certification and formal understanding of Agile Scrum practices. 

• Degree in an analytical area such as Mathematics, Statistics, Operations Research, Business or equivalent. 

• Other programing knowledge skills (Python). 

• Other applications such as Oracle, Hyperion, AS400 or equivalent mainframe system. 

• Understanding of data warehousing concepts, relationship entity diagrams and relational databases. 

• Familiarization with Contact Center environment. 

Physical Demands

While performing job functions the employee is regularly required to sit, and stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information.  The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 25-35 pounds. The employee is occasionally required to walk to the dock, ascend and descend the vessel. This position may regularly travel domestically or internationally. Visual requirements include distant, close and color vision, and ability to adjust focus.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. Responsibilities include traveling between numerous offices.  A high noise level is possible if visiting shipboard or offsite locations.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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