senior analyst, customer experience AnalyticsRoyal Caribbean Cruises

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.
Position Summary:
The Senior Analyst of Fleet Performance is responsible for measuring the pulse of customer satisfaction through reporting, advanced text analytics, root cause analysis and understanding the drivers of Celebrity Net Promoter Score (NPS). The role works alongside the Operational leaders in the Hotel and Marine Operations, Corporate and Shipboard, to deliver superior performance by implementing key operational management tools and analysis. Including, but not limited to, the Shipboard Bonus program, Balance Scorecard, Guest Electronic Comment Card and KPI management
Essential Duties and Responsibilities:
Development and management of Celebrity Cruises Guest Satisfaction electronic comment cards program.
Develop and maintain standard and Ad-hoc Guest Satisfaction reporting to support Operation
Conduct in depth analysis on Guest feedback; make recommendations to help achieve Net Promoter Score (NPS) & other key Guest Satisfaction metrics annual goals.
Run Ad-hoc analysis on various parts of the operation including Food and Beverage, Entertainment, Onboard Revenue, Guest Services, Housekeeping, Accommodation Maintenance.
Responsible for Guest Satisfaction Target setting and forecasting based on different sourcing / itinerary changes and operational improvements/efficiency.
Partnering with Hotel Directors to help understand Fleet's performance and develop action plans to improve results in support of Operations strategies.
Develop, implement, analyze and report monthly, quarterly & annual Shipboard Operation KPIs, thru Balanced Scorecard tool.
Manage Celebrity Fleet Operation Bonus plan along with the Compensation team.
Prepare Senior Leadership presentations
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 & Skills:
Four-year Bachelors degree in Business Administration or similar background with at least 7-10 years of experience in financial/business analysis, statistical analysis, key performance indicators, process mapping, and a project driven environment. MBA preferred.
Advance Excel, Access, Word, and PowerPoint; Strong understanding of Operations and continuous improvement principles. Knowledge of Hyperion preferred.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with little to no guidance, and must be a self-starter with the ability to work both independently and in a team environment.
Able to motivate and manage a team through multiple projects and changes.
Excellent project management skills, including the ability to manage, lead, facilitate and organize multiple small and large projects that run in tandem.
Able to define problems, collect data, establish facts, and draw valid conclusions. Able to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Able to read, analyze, and interpret business documents, as well as common scientific and technical journals, financial reports, and legal documents. Ability to respond to inquiries from other departments, customers, or members of the business community.
Must possess advanced communication skills, both oral and written. Must be able to communicate effectively at all levels.
Able to clearly and effectively present information to top management, public groups, and internal / external teams.
Must be detail oriented to ensure accuracy in analysis and presentations along with strong operational focus.
Critical thinker, who demonstrates drive to improve processes where appropriate.
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. All applicants who receive a conditional offer of employment will be required to comply with the Company's mandatory COVID-19 vaccination policy, which requires all employees who work from the Company's offices or whose job duties require them to travel to the Company's U.S. offices, ships, and/or private destinations be fully vaccinated against COVID-19 unless a reasonable accommodation is granted exempting them from vaccination for medical or religious reasons.
Royal Caribbean Cruises

Philippines
Permanent
Full-time