Analyst, Business Intelligence

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 Group’s Contact Center Analytics Team has an exciting career opportunity for a full time Business Intelligence Analyst.

Position Summary
The Contact Center Analytics & Solutions team is seeking a Data Analyst who will turn data into insights that drive operational excellence across our Global Travel Services (GTS) call centers. This role supports reporting, analytics, forecasting, and tool development that empowers call center leadership and frontline teams to work more efficiently and deliver outstanding guest experiences.
The ideal candidate is analytically driven, highly curious, and comfortable working with complex datasets. They thrive in a fast paced environment, enjoy solving problems, communicate clearly, and take pride in building tools and insights that make a tangible impact. The Data Analyst works closely with the Lead Data Analyst and cross functional stakeholders to deliver high quality analysis, dashboards, and data-driven recommendations.

Essential Duties and Responsibilities

Analytics & Insights
1.    Performs data analysis using SQL and internal analytics tools to extract, clean, and manipulate large datasets from multiple systems.
2.    Identifies trends, behavioral patterns, operational inefficiencies, and revenue-impact opportunities within contact center workflows.
3.    Supports ongoing analysis of guest behavior, agent performance, call volume, and travel services operations to guide both tactical adjustments and strategic decision-making.
4.    Develops new metrics, performance indicators, and analytical frameworks that advance reporting maturity.

Data Visualization & Storytelling
1.    Build high-quality dashboards, presentations, and visualizations in Power BI (or similar tools) to clearly communicate insights to technical and non technical stakeholders.
2.    Creates intuitive interfaces, infographics, or visualization elements that simplify complex information and highlight key findings.
3.    Analyzes how users interact with reporting tools and recommends enhancements to improve usability and adoption.

4.    Builds high-quality dashboards, presentations, and visualizations in Power BI (or similar tools) to clearly communicate insights to technical and non technical stakeholders.
5.    Creates intuitive interfaces, infographics, or visualization elements that simplify complex information and highlight key findings.
6.    Analyzes how users interact with reporting tools and recommends enhancements to improve usability and adoption.

Project Support & Cross-Functional Collaboration
1.    Leads assigned analytics requests and projects end to end, including requirements gathering, data exploration, solution design, testing, and delivery.
2.    Partners with operations, workforce management, finance, and technology teams to understand business needs and develop meaningful analytics solutions.
3.    Supports initiatives that improve agent tools, reporting automation, and overall process efficiency.

Data Engineering Support & Quality Assurance
1.    Writes and maintains SQL queries, datasets, and data transformations used in reporting solutions.
2.    Ensures data accuracy through validation checks, documentation, and adherence to data governance standards.
3.    Supports enhancements to data models, ETL processes, and BI tools in collaboration with the Lead Data Analyst and technical teams.

Continuous Improvement & Innovation
1.    Identifies opportunities to optimize reporting workflows, automate recurring processes, and improve speed-to-insight.
2.    Contributes to the team’s testing and evaluation of new BI tools, forecasting models, and analytical methodologies.
3.    Stays informed on analytics best practices and emerging technologies to help evolve the team’s capabilities.

Performs other duties as required.  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 any other job-related duties assigned by their supervisor or management

Qualifications, Knowledge and Skills
QUALIFICATIONS: 
•    Bachelor’s degree in Computer Science, Mathematics, Statistics, Industrial Engineering, Data Science, Business Analytics, or related field OR equivalent professional experience.
•    2+ years of hands-on experience with data analysis, business intelligence, or analytics.
•    Strong analytical ability with proficiency in writing complex SQL queries.
•    Experience using BI and visualization tools such as Power BI or Tableau.
•    Working knowledge of statistical techniques, forecasting methodologies, or machine learning concepts.
•    Familiarity with scripting or analytical languages (Python, R, SAS, etc.).
•    Strong communication skills with the ability to present insights clearly to technical and non-technical audiences.
•    Ability to gather business requirements, empathize with end users, and translate needs into analytical solutions.
•    Proficiency with Microsoft Office (Excel, PowerPoint, Word, Access).
•    Understanding of relational databases, data warehousing concepts, and entity relationship models.
•    Self-motivated, detail-oriented, and able to manage multiple priorities in a fast-paced environment.

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 apply concepts such as fractions, percentages, ratios and proportions to practical situations.
•    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 (PowerBI preferred but also Tableau, Looker)
•    Advanced database skills (preferably Oracle SQL, PL/SQL and Spark SQL).
•    Advanced Excel skills.
•    Statistical modeling experience preferred/desired.
•    Financial forecasting & modeling experience preferred/desired.

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