Senior Contact Center Media Projects Specialist

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe.  We give our guests the Medallion Class experience others simply can’t. The Love Boat promises something for everyone. 

The Senior Specialist, Contact Center Media Projects is a strategic content developer responsible for designing and delivering high-impact, multimedia learning and engagement solutions across the contact center organization. The role goes beyond content creation, serving as a subject matter expert in digital learning strategies, a partner to operational leaders, and a driver of continuous improvement in employee development and communication. 

Acting as a creative force, the Senior Specialist, Contact Center Media Projects translates complex business needs into scalable, innovative, and visually engaging materials that directly impact agent performance, employee experience and service quality. The ideal candidate is both a hands-on creator and a strategic collaborator, capable of driving projects from concept to execution.

The Senior Specialist, Contact Center Media Projects exercises independent decision-making authority regarding the development and execution of media-related training materials, reviewed by the Manager, Training and Knowledge. 

Here’s a summary of what Princess is looking for in Senior Specialist, Contact Center Media Projects.  Is this you? 

Responsibilities: 

• Lead the end-to-end design, development, and delivery of advanced multimedia content (instructional videos, eLearning modules, interactive PDFs) aligned with contact center learning and engagement goals.

• Partner with training and professional development leadership to define multimedia learning strategies that support business goals, improve agent performance, and align with adult learning principles and modern design trends.

• Own the full production cycle of high-impact video content, from scripting and storyboarding to filming and editing. Ensuring professional polish, brand consistency, and instructional value.

• Create and publish SCORM-compliant eLearning content using platforms, such as Articulate 360. Optimize courses for user experience and analytics.

• Serve as the go-to media expert for training team, contact center leadership, and business units to consult on the best multimedia approaches for training and communication initiatives.

• Develop and maintain a scalable, organized repository of digital learning assets. Audit, update and retire content proactively to ensure accuracy, relevance, and engagement over time.

• Evaluate effectiveness of multimedia content through usage metrics, learner feedback, and performance impact. Continuously improve content based on data insights, industry best practices, and learner needs.

Knowledge & Skills:

• Scope: The Senior Specialist, Contact Center Media Projects supports global training and communication strategies by leading the design, development, and delivery of high-impact media content. This role bridges creative design with operational execution, ensuring content aligns with business objectives and reaches both shore-based and Future Cruise Sales employees. The position has a broad organizational impact, supporting consistent and effective communication across multiple regions and functions.

• Problem Solving: The Senior Specialist is expected to anticipate deployment challenges, resolve technical or design issues, and adapt creative content for diverse audiences and platforms. This involves analyzing training requirements, conducting research, and applying innovative approaches to ensure content is accessible, engaging, and impactful.

• Impact: The Senior Specialist directly enhances organizational readiness, employee engagement, and knowledge retention by delivering media that simplifies complex topics and improves learning outcomes. The role impacts global operations by ensuring high standards of consistency and professionalism in all media deliverables.

• Leadership: While the role may not carry formal direct reports, it requires leadership in managing large-scale projects, coordinating resources, and influencing cross-functional stakeholders. The Senior Speci