Lead, Guest Satisfaction Analytics

Position Summary:

One of Royal Caribbean's top strategies is to deliver great vacations through reducing onboard complaints. This lead role will provide analytic support to the expansion of problem resolution efforts fleetwide.  This role will spearhead the analysis of actual verbatim comments from our guests and formulate recommended actions to reduce guest complaints and improve guest satisfaction. This role will also provide analytical support to drive chat BOT learnings for auto-generated responses for the company to provide digital interactives between guests and staff onboard our ships.  In addition, this role will work with other analytical support teams to monitor automated jobs and create reports to support onboard revenue areas.  

QUALIFICATIONS AND EDUCATION

• Bachelor’s degree (BA) from four-year College or university or equivalent work experience required.
  5-8 years related experience in analytical fields or related fields required.
• Experience of Travel Industry is required.
• Master of Business Administration (MBA) or Master’s degree (MA) preferred.
• Demonstrated experience leading projects from inception to delivery and post-implementation support.

FINANCIAL/QUANTITIVE RESPONSIBILITIES

• Work closely with the various teams of Hotel Operations to understand their business challenges and objectives and identify opportunities to develop potential business improvements, and efficiency gains.   
• Develops data strategies; specifically, data structures, identifying critical information and the tools used to retrieve and analyze the data. Also works to train personnel on use of this data and how to access it.  
• Develops and maintains analytical tools to find efficiencies and identify opportunities for process improvement.  
• Summarize and identify new trend of complaints onboard and post cruises using verbatim comments.  
• Creates weekly, monthly and annual reports which track KPIs for onboard complaints. Reports the results to different levels of the organization in various formats and settings.   
• Develop tools and reports to summarize millions of guest comments and sharing findings with the fleet. 
• Identify actionable insights, make recommendations and influence the business by effectively communicating results to management. 
• Quantify performance improvement opportunities through graphs, schedules and dynamic reporting tools. Offer recommendations and business solutions based on conducted analysis. 
• Participates in the sourcing and implementation of all technologies and systems needed to track and resolve on-board guest complaints.   
• Respond to ad-hoc data and analysis needs while supporting various projects. Conduct analyses of business data, evaluate trends and pattern changes, and learn to disperse results in a format appropriate for the audience.  
• Provide analytical support to drive chat BOT learnings.
• Provide analytical support to roll out the chat BOT fleetwide.   

KNOWLEDGE AND SKILLS:

• Ability to present information to executive management, internal and external customers.
• Ability to work with mathematical concepts such as probability and statistical inference.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form.
• Ability to collect, analyze, and interpret revenue performance data.
• Ability to structure logically quantitative analysis of complex issues.
• Attention to detail.
• Advanced skills in query tools (Hyperion/Brio and/or PowerBI preferred).
• Advanced database skills (preferably Oracle SQL & PL/SQL).
• Python preferred.
• SAS/R preferred.
• Text Analytics skills preferred.
• Statistical modeling experience preferred/desired.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.  The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc. The employee communicates, listens, compares variables, and assesses information. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.

WORKING CONDITIONS

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. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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