Analyst, Reporting & Analytics

JOB DESCRIPTION

JOB TITLE

Business Analyst OpsX

JOB CODE

Enter here job code if exists

BRAND

Celebrity

COUNTRY

USA

SCOPE

Global

JOB LOCATION

Miami

DEPARTMENT

GCC

Operational Excellence

SALES INCENTIVE

No

GRADE

REPORTS TO

Manager Operational Excellence

DIRECT REPORTS

DATE

01/08/2025

KEY RESPONSIBILITIES

Service Culture:

The Celebrity Way is an industry defining service culture of the brand’s unwavering commitment to elevating every moment for our customers, guests and each other alike. It drives us to continuously pursue excellence, uphold the highest standards, and foster an environment of inclusion and mutual growth.

Through the Celebrity Way and in conjunction with Propelled by People we nurture a global community of passionate professionals dedicated to going above and beyond in every interaction. By delivering Consistent, Elevated, and Hospitality-driven experiences, we nurture employee and guest loyalty, forging lasting relationships and building a legacy of exceptional service that distinguishes The Celebrity Way as the benchmark in luxury hospitality.

Position Summary:

Supporting key projects that help improve operations and bring positive changes across the GCC organization. This role will focus on gathering and analyzing both quantitative and qualitative data to support research findings into clear, comprehensive reports, which will translate into identifying opportunities for ongoing improvements within various  GCC departments.  The role includes helping to manage specific improvement initiatives aimed at enhancing efficiency and achieving important business goals.

Both technical and non-technical projects that affect different parts of the Global Contact Center – Direct, CXC, TSS and International markets.  It requires good analytical skills and the ability to support and coordinate projects that may be complex or time sensitive across different business areas.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Apply project management methodologies and best practices including Agile and other frameworks, to support project execution.  Develop a strong understanding of project lifecycle states, tools and techniques and actively contribute to the process improvements to enhance project efficiency and effectiveness.

• Assist with planning, tracking and reporting on several continuous improvement projects, including updating project schedules, maintaining documentation and preparing status reports to ensure timely and accurate communication of project progress.

• Collaborate with cross functional teams to ensure project tasks are completed on time by facilitating effective communication, coordinating dependencies and proactively identifying and resolving potential issues to keep projects on track.

• Conduct comprehensive analysis to support project definition and solutions development.  This involves gathering and interpreting data, documenting business requirements, assessing risks and opportunities and providing actionable insights.

• Support project leaders in the define stage of project scope, ensure that solutions are aligned with business goal.

FINANCIAL RESPONSIBILITIES (Please add budgets they oversee, revenue size)

Work with assigned project managers  to monitor impacts of various projects to the overall GCC budget

QUALIFICATIONS (Please add minimum experience required for the job)

Bachelor’s degree (BA) from four-year College or university or equivalent work experience required.

KNOWLEDGE AND SKILLS

• Good interpersonal, communication, presentation and listening skills, including the ability to adjust style to effectively interact with external customers as well as internal staff, leadership and executive management. 

• Bold thinker and ability to generate creative, actionable recommendations to address identified opportunities to increase revenues, reduce costs and/or improve operational performance. 
• Ability to analyze  data, draws conclusions, develop appropriate action plans and execute them.
• Ability to grasp/learn complex concepts quickly and independently. 
• Effective written and verbal communication and excellent listening skills required.
• Knowledge of  Microsoft Office (Excel, Word and PowerPoint), Hyperion, Brio, Access, Microsoft Project, Visio and AS400 reservations system/GUI/Siebel strongly preferred Strong analytical and reporting skills to spot/interpret trends and provide actionable recommendations 
• Must be detail oriented to ensure accuracy in data and analysis. 
• Ability to effectively present information to management and public groups.
•  Ability to work, interact, and communicate with external / internal customers at all levels. 
• Ability to work independently and collaboratively. 

QUALIFICATIONS AND EDUCATION

1. Bachelor's degree in related field required, MBA a plus.   

2. Strategic thinker with a data-driven approach to decision-making and problem-solving.
3. Good communication, and interpersonal skills.
4. Good understanding of multi-channel and omni-channel customer engagement strategies and technologies.
5. Familiarity with cultural nuances and best practices for operating in a global team.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position

FINANCIAL/QUANTITIVE RESPONSIBILITIES

This is an entry level role for the GCC Operational Excellence team

COMPARABLE POSITIONS/PEERS

Use this section to list the comparable positions/ peers including job titles that would be considered comparable to the level of this role with a brief statement of rationale. Include job code, job title, and explanation. The explanation should include the reasons why is this position comparable to the one being described.

HOW HAS THE JOB CHANGED/GROWN

(Only needed if we need to re-evaluate and grade the job. Please explain what’s different with the scope from before.)

This role was initial for CO Channel only – now we have designed the role to take on a Global remit covering all GCC areas of operations – CO/TSS/CXC and International

INTERNAL/ EXTERNAL RELATIONSHIPS

This role will work with internal and external stakeholders, vendors and customers

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. While performing job functions the employee is regularly required to sit, 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. Visual requirements include distant, close and color vision, and ability to adjust focus.

WORKING CONDITIONS

US based position. 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 locations, and/or moving inside/outside the office. A high noise level is possible if visiting shipboard, shipyard, dry dock or offsite locations. Personal protective equipment will be provided as needed in these situations.

Use this section to describe the working conditions.