Senior Analyst, Destination Experiences Operations

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 team has an exciting career opportunity for a full time Specialist, Events reporting to the Manager, Royal Weddings & Celebrations. 

Position Summary

The Sr. Analyst, Destination Experiences Operations is responsible for examining and evaluating data to uncover critical insights related to the performance and operational protocols of the Destination Experiences department. This position supports the Onboard Destination Experiences concepts by overseeing the development of guest experience playbooks, tracking the entire guest journey pre[1]cruise and onboard, and managing the scheduling process of the Destination Experiences portfolio. By analyzing data from various sources, this role aims to address challenges and capitalize on opportunities within key business lines, including Shore Excursions Operations, Ship Excursions Operations, Transfers by Celebrity, Groups and Private Journeys, and other emerging initiatives aligned with the brand's goals. The Senior Analyst evaluates and monitors the results of all associated experiences from revenue and guest satisfaction metrics to continually evolve and improve the various programs. This role is essential in the development, marketing, scheduling, planning, implementation, and inventory management of Destination Experiences Operations for Celebrity Cruises

Essential Duties and Responsibilities

• Data Collection and Cleaning: Gather data from various sources, including Hybris, SharePoint, Medallia, and Power BI, ensuring accuracy and completeness through cleaning and preprocessing.
• Data Analysis: Analyze data sets to identify trends, patterns, and insights that can inform business decisions and support new initiatives.
• Reporting: Create comprehensive reports and visualizations to present findings to stakeholders clearly, creatively, and concisely.
• Collaboration: Work closely with different business partners to understand their data needs and provide analytical support tailored to specific objectives. Work with multiple departments to ensure alignment, consideration and focus on destination experiences.
• Guest Experience Playbooks: Oversee the development of guest experience playbooks, ensuring alignment with the Destination Experiences concepts and enhancing the overall guest journey.
• Guest Journey Tracking: Track the entire guest journey, pre-cruise and onboard, to identify opportunities for improvement in the guest experience.
• Scheduling Management: Own and manage the scheduling process of the Destination Experiences portfolio, ensuring effective planning and implementation.
• Data Modeling: Develop and maintain data models that support business requirements and enhance data accessibility for stakeholders.
• Statistical Analysis: Apply statistical methods to interpret data and draw valid conclusions that inform operational strategies.
• Tool Proficiency: Utilize analytical tools and software (such as Excel, SQL, SAS, or specialized BI tools) to perform accurate data analysis and visualization effectively.
• Monitoring and Evaluation: Continuously monitor key performance indicators (KPIs), including revenue growth and guest satisfaction scores, to assess the effectiveness of business strategies and operations.
• Program Evaluation: Evaluate and monitor the results of all associated experiences from a revenue and guest satisfaction metric to continually evolve and improve the various programs.
• Problem Solving: Identify data-related challenges and recommend solutions based on comprehensive analysis.
• Documentation: Document data processes, methodologies, and findings to ensure transparency and reproducibility of analyses.
• Staying Updated: Keep abreast of industry trends and advancements in data analytics to refine techniques and tools used.
• Training and Support: Provide training and support to team members or stakeholders on data[1]related topics and tools.
• Familiarization Trips: Participate in familiarization trips to learn more about various products within the Destination Experiences business lines.  
• Communication: Effectively communicate findings and recommendations to various departments within the organization, both shipboard and shoreside, building a collaborative environment.
• Professional Development: Engage in opportunities to develop leadership and mentoring skills, fostering a culture of continuous learning.

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

Qualifications, Knowledge & Skills

• Bachelor’s Degree in related discipline or equivalent, directly related experience. •
• Strong experience in project management, storytelling, consumer insights or strategy-focused role highly preferred.
• Highly organized. Methodical in research, order, prioritization, and implementation. • Must be disciplined and comfortable with ambiguity, possessing the maturity and capability to interact and influence across multiple levels and a global matrixed organization.
• Ability to travel up to 20% of the time.
• Collaborative and an exemplary great communicator in speech and writing.
•  Highly Analytical. Ability to convert raw information into applicable strategies.
• Proactive, demonstrate outstanding problem-solving skills and successful in a group setting. • Strong attention to detail and process management. 

Financial Responsibilities

• Support the implementation of new products and maintain existing ones related to specific regions, itineraries or customer profiles that will be responsible for revenue generating results between $16M and $125M in net revenue.
• Monitor the profit margins for this business aligned with the profitability goals of the brand.

Internal / External Relationships

• Hotel Operations Shoreside
• Hotel Directors Shipboard
• F&B Shoreside Leadership
• F&B Shipboard Leadership
• Revenue and Marketing Directors
• Shipboard Shore Excursions and Destination Experience teams
• Deployment, shoreside
• Marine Operations shipboard and shoreside
• Onboard Revenue Inventory team
• International shoreside offices in the UK and Australia.

Physical Requirement

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.  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 10-15 pounds. 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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