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Voice of Customer Analyst, eCommerce Product Insights

Royal Caribbean Group

Royal Caribbean Group

IT, Product, Customer Service
Miami, FL, USA
Posted on Wednesday, February 7, 2024

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 and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

The Royal Caribbean Group’s Global eCommerce Team has an exciting career opportunity for a full time Voice of Customer Analyst, eCommerce Product Insights reporting to the Manager, Research and Customer Insights.

This position will work on-site in Miami, Florida

Position Summary:

The Analyst, on the eCommerce Product Insights (ePI) team is responsible for analyzing, interpreting, and validating eCommerce website feedback. This role is responsible for analyzing and defining key opportunities for product optimization, research studies, and technical site issues. They will provide tactical, day-to-day analytical and process support by having a deep understanding of digital customer feedback. In addition, this role partners with members of the Research and Business Intelligence team on the financial impact of issues and improvements. In addition, this role is responsible for developing highly actionable reports of synthesized digital customer feedback for internal audiences. The Analyst will partner with the ePI Program Strategist to turn insights into actionable, specific recommendations to cross-functional teams timely and accurately, to improve the eCommerce customer experience.

Essential Duties and Responsibilities:

  • Manage and execute data analysis and reporting and identify wins and opportunity areas in the eCommerce customer experience
  • Continuously monitor, review, and quantify eCommerce customer feedback to identify emerging trends and issues, uncover opportunities, and translate findings into actional insights that influence decision making and business optimizations
  • Manage and execute the development of VoC communications including weekly, monthly, and ad-hoc reports
  • Participate in communicating and storytelling in-depth analysis of metrics and qualitative customer feedback into customer insights, trends, and technical site issue
  • Lead the escalation of site issues into cross-functional teams to resolve issues affecting site performance
  • Advocate for customers to unite the eCommerce organization around users’ needs and pain points
  • Partner with the Research Manager in distilling analysis into actionable recommendations to improve the eCommerce site and compile a backlog of experience improvement recommendations
  • Partner with the ePI Program Strategist to provide guidance on qualitative and quantitative data collection design based on best practices for CX tool platforms
  • Partner with the ePI Program Strategist to collaborate with internal and external cross-functional partners on data capture and distribution strategies
  • Understands industry and analysis best practices to influence ePI survey / measurement strategy

Qualifications, Knowledge and Skills:

  • Bachelor's degree in business, data science, statistics or similar subject preferred
  • 2-3 years of experience in the field or in a related area
  • Experience with customer feedback and/or digital analytics data
  • Demonstrates strong knowledge and capabilities within specific area of responsibility
  • Demonstrate a certain degree of creativity with strong analytical and problem-solving skills
  • Strong knowledge of customer experience and statistical analysis and have experience deriving insights from customer surveys and other quantitative and qualitative sources of data
  • Experience & knowledge in survey design, Voice of the Customer, and other customer feedback data highly preferred
  • Proven ability to collaborate across eCommerce organizations
  • Experience working with customer experience platforms (e.g. Medallia)
  • Capable of working independently with minimal supervision
  • Strong with methodologies, tools, best practices, and processes within specific area of responsibility
  • Excellent verbal and written communication skills
  • Creates productive tension: Willing to challenge status quo and challenge/push the ambitions of the portfolio
  • Bias to action: Can drive to assist and/or find sources of assistance for initiative owners

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.