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The Royal Caribbean Group has an exciting career opportunity for a full time Senior Guest Experience Associate reporting to the Senior Product Owner, Guest Experience Research.
Position is onsite and based in Miami, FL
Position Summary:
The Senior Guest Experience Associate is responsible for observational/qualitative and on the ground research planning, analysis and reporting of guest experience research.
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This position is expected to be a source of accurate knowledge about the guest and crew experience, and is relied upon to act as a liaison between shipboard and shoreside product development and product innovation teams to gather and analyze information. In addition to working closely with onboard teams, they will support the Guest Experience Research team to deliver strategic guest insights that inform new products and experiences.
This individual must have exceptional people skills and demonstrated experience in building relationships and creating trust to aid in gathering honest feedback from onboard teams and our guests. They must also have experience in creating and delivering presentations in professional settings.
This role is the "go-to" for all projects requiring travel to our ships and private destinations, therefore the ability to travel up to 60% is non-negotiable and is required on a monthly basis for up to a week at a minimum.
This individual must have existing knowledge and experience in the cruise industry.
Essential Duties and Responsibilities:
At a high-level, responsibilities for this role will include:
- Serves as a champion of guest empathy and insight within the Product Development organization.
- Conducts guest research including, observations, interviews, and surveys to evaluate and gain insight on products and experiences
- Works across the Product Development team to define the guest experience testing priorities and maintain the research calendar. Collaborate with Product Development product owners to develop plans for iterative testing pre-launch and ongoing monitoring post-launch.
- Supports the Guest Experience. Research team with the design and end-to-end execution of custom quantitative and qualitative studies including the creation of high-quality deliverables.
Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.
All duties and responsibilities are to be performed in accordance with Royal Caribbean International's Royal Way Standards, SQM standards, USPH guidelines, environmental, and safety policies.
In accordance with Royal Caribbean International's philosophy of Royal Way, each employee always conducts oneself in a professional and courteous manner. This consists of physical and verbal interactions with guests or fellow shipboard employees and/or in the presence of guest contact and crew areas.
Qualifications, Knowledge and Skills:
- Bachelor's degree in hospitality, business or related field OR 5+ years onboard cruise industry experience
- Cruise industry experience, preferably onboard in a supervisory and/or guest facing role
- Must be skilled at approaching and communicating with guests
- Experience analyzing results/data and translating results into clear and useful strategic insight
- Experience delivering presentations and/or public speaking
- Highly organized and structured, able to manage multiple responsibilities and deliverables at the same time
- Ability to communicate tactfully with department heads, coworkers, and other shipboard employees to diffuse and/or resolve problems and negotiate resolutions.
- Ability to work positively and cooperatively in a diverse team environment to meet overall established timeframes.
- Requires up to 60% travel
- Basic understanding of qualitative research methods
- Confidence to approach guests/crew to conduct intercept interviews in a professional manner
- Ability to conduct focus groups and convey findings
- Intermediate to advanced working knowledge of Microsoft Office (365) suite of applications and/or Google equivalents
- Intermediate working knowledge of survey platforms (e.g. Medallia, Qualtrics, Decipher, Confirmit, etc.)
- Strong written and verbal communication skills
- Excellent interpersonal skills, ability to communicate in a multicultural environment with all levels of employees and management
- Ability to multi-task in a fast-paced environment
- Experience in a corporate environment is a plus
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.
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