Analyst, Guest Experience Insights - (Qualtrics/Survey Mgmt)

The Analyst, Guest Experience Insights is responsible for supporting the design, development, and implementation of analytics and reporting that assist the business in achieving strategic objectives and increasing productivity. Collaborates across business areas including Guest Commerce, Hotel Operations, Product Development, Marketing, and IT to achieve desired results. Serve as analytics expert / consultant and support to Guest and Hotel Operations business leaders.

Essential Functions:

• Support the development of new business tools and processes that improve revenue optimization, support strategic projects, and objectives, and enable data-driven decisions.

• Queries, analyzes data and maintains reports using approved reporting tools to provide management with requested system driven information.

• Conducts qualitative and quantitative analysis and prepares metrics to support key strategic objectives for assigned business areas (culinary, beverage, etc.). Assess the operational impact of all analyses and make data-driven recommendations based on the results to improve revenue, guest experience or efficiencies.

• Prepares and delivers unified and cohesive presentation(s) to business leaders with insight and ideas based on analytics that supports strategies for the business areas assigned.

• Develop strategies to optimize processes, set frontline incentives for crew compensation (including payouts), evaluate performance, and create tools that will give shoreside and shipboard teams visibility.

• Collaborates across several business areas to identify ways to streamline and automate daily tasks that improve business effectiveness and efficiency.

• Develops dashboards, procedures, reports, and databases to track and maintain data for analytical purposes; prior experience using Qualtrics or similar platforms, data visualization tools (Tableau or Power BI) & working SQL knowledge (SAS is a plus). Provide ad hoc analytical support to operations senior management team.

• Design, test, and create new reporting solutions & infrastructure, including SQL queries, SQL Server Reporting Services (SSRS) reports, Power BI/Tableau dashboards, SAS & Qualtrics reports.

• Ad hoc & Team Support: Provide ad hoc analytical and reporting support for broader operational topics across the team, such as post-cruise survey, manning, no-shows, and other operational metrics, based on prioritization and capacity.

Knowledge, Skills & Abilities:

• Scope: Collaborates across Guest Commerce, Hotel Operations, Product Development, Marketing, and IT to design and implement analytics and reporting that drive strategic objectives. Provides dashboards, reports, and tools to enable data-driven decisions for shoreside and shipboard teams.

• Problem solving: Conducts qualitative and quantitative analysis to assess impact and optimize guest experience and operational processes. Translates data into actionable recommendations that improve operational efficiency and business outcomes.

• Impact: Enables measurable improvements in guest experience and operational effectiveness through data-backed strategies and automation initiatives. Provides visibility and actionable insights that support decision-making across multiple business areas.

• Leadership: Acts as an analytics consultant to business leaders by delivering insights and cohesive presentations that influence strategies. Leads development of reporting solutions and dashboards using tools like SQL, Tableau, Qualtrics, and Power BI.

Qualifications:

• Bachelor's Degree - Business, Economics, Finance or Data Analytics

• 2+ years of finance, revenue management or related analytical experience.

• Basic SQL & Programming Skills, with experience working with various databases and dashboards.

• Strong MS Office knowledge with a focus in Excel and PowerPoint.

• Proficiency in analytical tools SAS Enterprise Guide and Tableau.

• Working know