Sr. Manager - Business Insights (Consumer & Operational Insights)

The Gig:

We are looking for a Sr. Manager - Business Insights (Consumer & Operational) to help lead the overall sailor (consumer) experience insights strategy and operational insights for Virgin Voyages. The Sr. Manager - Business Insights will be leading all  ad-hoc analysis and strategy of the company operational insights across our shipboard and shoreside operation in addition to experience insights for all of our sailor (customer) experience.

This role is key in ensuring we are delivering on our service philosophy in exceptional guest service through performance metrics and key deliverables. He/she will need to put on their thinking caps to go over and analyze all feedback shared by our sailors and collaborate and lead a team of analysts to drive enhancements and understand the sailor experience through feedback and the operation. 

This role will partner very closely with our Data, Quality Assurance and Fleet Experience team as well as  work together with all teams across the business including Operational Teams, Training, Marketing, Revenue, and Sales. The role will lead the implementation of the strategy for our Sailor & Operational Insights in recommending enhancements, developments, and improvements to our current processes through data and insights. 

This role  will be responsible for leveraging advanced analytics to drive actionable insights, optimize operational efficiency, and enhance consumer experience. The ideal candidate will possess a deep understanding of consumer behavior, operational metrics, and have a track record of translating complex data into strategic recommendations.

This gig is based at VVHQ - our swanky Virgin Voyages Head Office in Plantation, FL where we follow a hybrid work environment. We can't wait to 'sea' you in person during our Collaboration Days, Tuesdays, Wednesdays, and Thursdays, while you enjoy Mondays and Fridays' as remote days.

What You'll Be Up To:

Strategic Leadership 

• Lead a team of Business Insights Analysts that support the consumer and operational insights for the organization, while sharing best practices on data analysis and reporting

• Foster and advocate a positive team environment of professionalism and collaboration with all crew members 

• Mentor and develop a team of analysts that supports a culture of continuous improvement and learning 

• Own the strategy of overall consumer and operational insights and processes to help the organization achieve strategic goals

• Fluid in managing multiple projects at one time and delivering and managing on stakeholder needs

• Be proficient in translating key data results to actionable insights and data for leadership to make data driven decision on our operational and customer experience to elevate our customer experience 

• Be a collaborative thought partner and leader and be comfortable to presenting to senior and c-suite leaders recommendations and results

Consumer Insights 

• Builds and analyzes onboard experience, post voyage experience and operational  reports and communicates findings to key stakeholders

• Analyze alongside with a team of analysts consumer behavior and trends to enhance the customer experience and look for opportunities to increase customer retention and increase repeat customer base 

• Collaborate with the data and marketing teams to understand our customer demographics and behavior to enhancing our messaging and experience 

• Own the development and product of all phone, onboard, and post voyage surveys 

Operational Insights 

• Responsible for ensuring the operational teams incentives are paid out in the respective timeline  based on KPI’s set by the Quality Assurance Team 

• Develop and create reporting to track the progress of our teams in ensuring we are achieving company objectives and improving operational efficiencies both shipboard and shoreside, alongside Quality Assurance and Continuous Improvement teams 

• Provides and effectively shares back actionable data to make data driven decisions to elevate our performance

Data Analysis & Reporting 

• Creates and maintain operational and experience dashboards and delivers to Senior Leadership Team 

• Conducts competitive research analysis to see how we benchmark against industry and report trends and progress 

• Creates and develops reporting to track the progress of our teams in ensuring we are achieving compan