Senior Guest Experience Insights Analyst

The Senior Analyst, Guest Experience Insights plays a strategic role in shaping Carnival Cruise Line’s guest experience through data-driven insights and cross-functional collaboration. This position sits within the Integrated Planning team and serves as a key thought partner to senior leaders across Guest Operations, Onboard Revenue, Product Development, and Fleet Planning.  Drawing on a strong foundation in business strategy and management consulting, the Senior Analyst is responsible for framing complex business problems, conducting in-depth analysis, and developing actionable recommendations that enhance operational performance and guest satisfaction. The role requires a strong ability to synthesize quantitative and qualitative data into compelling business cases, communicate insights to both technical and non-technical audiences, and influence decision-making across diverse stakeholder groups. The analyst will also contribute to the development of dashboards and executive reporting tools—leveraging platforms such as Tableau, Power BI, and Qualtrics—to ensure leadership has timely and relevant information to make strategic decisions. 

Job Functions:

• Design and conduct data-driven analysis and create executive- ready deliverables- including presentations, summaries, and business cases to evaluate performance, communicate findings, uncover improvement opportunities, and influence decision-making across leadership and functional teams.
• Lead guest insights analysis by synthesizing NPS, satisfaction metrics, text analytics, and other feedback sources—primarily through platforms like Qualtrics and internal data sources via SQL and/or basic querying tools—to identify guest experience drivers and generate actionable recommendations.
• Support strategic initiatives and pilots from concept to execution, including defining objectives, designing test plans, tracking performance, and developing business cases that assess financial, operational, and guest experience impact.
• Develop appropriate tools and models to improve business management and decision-making and increase visibility to trends, identify business improvement opportunities, and underlying root causes. 
• Provide analytical support and thought partnership to teammates within the Guest Experience Insights team and cross-functional colleagues by assisting with data collection, dashboard development, presentation creation, and insight generation to drive strategic outcomes.

Qualifications:

• Bachelor’s degree in Business, Economics or Finance preferred.
• 2+ years of experience in management consulting required; 5+ years of corporate strategy, business analytics, finance, or related analytical experience preferred.
• Proven ability to structure and solve ambiguous business problems by applying data and contextual knowledge to diverse business scenarios. Experience managing multiple stakeholders and synthesizing insights into clear, actionable recommendations that influence cross-functional decision-making. Strong business acumen with the ability to interpret data in context and drive strategic outcomes. Advanced proficiency in Microsoft Office, particularly Excel for analysis and modeling, and PowerPoint for executive-level presentation development.
• Prior experience in the travel, hospitality, or cruise industry, with an understanding of customer experience and operational dynamics in a guest-facing environment.  Proficiency in data visualization tools such as Tableau and Power BI, including dashboard design and development. Experience using analytical tools such as SAS Enterprise Guide. Working knowledge of SQL and other data querying or programming languages to access and manipulate large datasets. Experience with survey platforms such as Qualtrics and comfort working with unstructured data (e.g. open-text comments, sentiment analysis). 
• Solid analytical, organizational, and time-management skills. Excellent oral and written communication skills. Ability to work through various types of analysis and work multiple initiatives in parallel. 
• In addition to other duties/functions, this position requires full commitment and support for promoting ethical and compliant culture. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.

Knowledge, Skills & Abilities:

• Collaborate with CCL
• Strategic - Decisions affect the long-term direction and policy of the entire company. These decisions affect the short-term and long-term performance of CCL. Strategic decisions are high-risk because their outcomes are largely unknown and have a huge impact. These types of decisions are usually made at the top level of a company. Examples are: New services, acquisitions. 
• Operational - Decisions focus on day-to-day activities within the company. Decisions made at this level help to ensure that daily activities proceed smoothly and therefore help to move the company toward reaching a strategic goal. They have short term consequences. Examples are: Handling employee conflicts, purchasing materials needed for operations.
• Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques.
• Strong time management and organizational skills
• Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlines / Ability to collaborate effectively with colleagues and work as part of a team / Demonstrated professionalism in all interactions and tasks.

Physical Demands:  Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

Travel:  Less than 25% with shipboard travel likely

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

This position is classified as “in-office.”  As an in-office role, it requires employees to work from a designated Carnival office in South Florida Tuesday through Thursday each week. Employees may work from their homes on Mondays and Fridays.  Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area. 

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.   

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including: 

• Health Benefits: 
  • Cost-effective medical, dental and vision plans 
  • Employee Assistance Program and other mental health resources 
  • Additional programs include company paid term life insurance and disability coverage  
• Financial Benefits: 
  • 401(k) plan that includes a company match 
  • Employee Stock Purchase plan 
• Paid Time Off 
  • Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.  
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure. 
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.   
• Other Benefits 
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends 
  • Personal and professional learning and development resources including tuition reimbursement  
  • On-site Fitness center at our Miami campus  
• Health Benefits: 
  • Cost-effective medical, dental and vision plans 
  • Employee Assistance Program and other mental health resources 
  • Additional programs include company paid term life insurance and disability coverage  
• Financial Benefits: 
  • 401(k) plan that includes a company match 
  • Employee Stock Purchase plan 
• Paid Time Off 
  • Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.  
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure. 
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.   
• Other Benefits 
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends 
  • Personal and professional learning and development resources including tuition reimbursement  

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