Senior Guest Experience Insights Analyst

Carnival Cruise Line; Miami (FL); Hybrid; USD 80,000 - 100,000; Full time

Job summary

A major cruise line company in Miami is seeking a Senior Analyst to enhance guest experience through data-driven insights. This role involves conducting thorough analyses, providing strategic recommendations, and collaborating with leadership across various departments. Candidates should have experience in management consulting and strong analytical skills, particularly with data visualization tools and SQL. This position requires in-office work with some remote flexibility.

Benefits

Health benefits: medical, dental, vision

401(k) with company match

Employee discounts on cruises

Tuition reimbursement

On-site fitness center

Qualifications

• 2+ years of experience in management consulting required.
• 5+ years of experience in corporate strategy, business analytics.
• Proficiency in data visualization tools and SQL.

Responsibilities

• Design and conduct data-driven analysis and create executive-ready deliverables.
• Lead guest insights analysis using various metrics.
• Support strategic initiatives from concept to execution.

Skills

Data analysis

Stakeholder management

Strong communication skills

Business strategy

SQL knowledge

Education

Bachelor’s degree in Business, Economics or Finance

Tools

Tableau

Power BI

Qualtrics

SAS Enterprise Guide

Job description

Overview

The Senior Analyst, Guest Experience Insights plays a strategic role in shaping Carnival Cruise Line’s guest experience through data-driven insights and cross-functional collaboration. This position sits within the Integrated Planning team and serves as a key thought partner to senior leaders across Guest Operations, Onboard Revenue, Product Development, and Fleet Planning. Drawing on a strong foundation in business strategy and management consulting, the Senior Analyst frames complex business problems, conducts in-depth analysis, and develops actionable recommendations to enhance operational performance and guest satisfaction. The role requires synthesizing quantitative and qualitative data into compelling business cases, communicating insights to both technical and non-technical audiences, and influencing decision-making across diverse stakeholder groups. The analyst will contribute to the development of dashboards and executive reporting tools—leveraging platforms such as Tableau, Power BI, and Qualtrics—to ensure leadership has timely and relevant information for strategic decisions.

Responsibilities

• Design and conduct data-driven analysis and create executive-ready deliverables— including presentations, summaries, and business cases to evaluate performance, communicate findings, uncover improvement opportunities, and influence decision-making across leadership and functional teams.


• Lead guest insights analysis by synthesizing NPS, satisfaction metrics, text analytics, and other feedback sources—primarily through platforms like Qualtrics and internal data sources via SQL and/or basic querying tools—to identify guest experience drivers and generate actionable recommendations.


• Support strategic initiatives and pilots from concept to execution, including defining objectives, designing test plans, tracking performance, and developing business cases that assess financial, operational, and guest experience impact.


• Develop appropriate tools and models to improve business management and decision-making and increase visibility to trends, identify business improvement opportunities, and underlying root causes.


• Provide analytical support and thought partnership to teammates within the Guest Experience Insights team and cross-functional colleagues by assisting with data collection, dashboard development, presentation creation, and insight generation to drive strategic outcomes.

Qualifications

• Bachelor’s degree in Business, Economics or Finance preferred.


• 2+ years of experience in management consulting required; 5+ years of corporate strategy, business analytics, finance, or related analytical experience preferred.


• Proven ability to structure and solve ambiguous business problems by applying data and contextual knowledge to diverse business scenarios. Experience managing multiple stakeholders and synthesizing insights into clear, actionable recommendations that influence cross-functional decision-making. Strong business acumen with the ability to interpret data in context and drive strategic outcomes. Advanced proficiency in Microsoft Office, particularly Excel for analysis and modeling, and PowerPoint for executive-level presentation development.


• Prior experience in the travel, hospitality, or cruise industry, with an understanding of customer experience and operational dynamics in a guest-facing environment. Proficiency in data visualization tools such as Tableau and Power BI, including dashboard design and development. Experience using analytical tools such as SAS Enterprise Guide. Working knowledge of SQL and other data querying or programming languages to access and manipulate large datasets. Experience with survey platforms such as Qualtrics and comfort working with unstructured data (e.g. open-text comments, sentiment analysis).


• Solid analytical, organizational, and time-management skills. Excellent oral and written communication skills. Ability to work through various types of analysis and work multiple initiatives in parallel.


• In addition to other duties/functions, this position requires full commitment and support for promoting ethical and compliant culture. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.

Knowledge, Skills & Abilities

• Collaborate with CCL


• Strategic decisions affect the long-term direction and policy of the company; examples include new services and acquisitions.


• Operational decisions focus on day-to-day activities to ensure smooth operations and progress toward strategic goals.


• Understanding of workplace policies and procedures; familiarity with team collaboration tools and techniques.


• Strong time management and organizational skills.


• Ability to maintain reliable attendance, meet deadlines, collaborate effectively, and demonstrate professionalism.

Physical Demands

Must be able to remain in a stationary position at a desk and/or computer for extended periods.

Travel

Less than 25% with shipboard travel likely.

Work Conditions

Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Location & Work Arrangement

This position is classified as “in-office.” It requires working from a Carnival office in South Florida Tuesday through Thursday each week. Employees may work from home on Mondays and Fridays. Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area.

Compensation & Benefits

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience. All non-sales roles participate in an annual cash bonus program; sales roles have an incentive plan. Director and above roles may be eligible for Carnival’s discretionary equity incentive plan. Benefits include:

• Health benefits: medical, dental, vision; Employee Assistance Program; life insurance and disability coverage


• Financial benefits: 401(k) with company match; Employee Stock Purchase plan; Paid Time Off; holidays; vacation; sick time


• Other benefits: stand-by cruises, employee discounts, tuition reimbursement, on-site fitness center in Miami, learning and development resources

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About Us

At Carnival Cruise Line, our mission is to consistently deliver safe, fun, and memorable vacations at a great value. We offer a variety of unique experiences across our fleet, ensuring every voyage is filled with excitement and discovery. Join us to grow professionally and be part of a global community that makes a difference.

Equal Employment Opportunity

Carnival Corporation & plc and Carnival Cruise Line are an equal employment opportunity/affirmative action employer. We do not discriminate on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical or sensory disability, or any other classification protected by applicable law.

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