Social Listening Analyst

One of the best-known names in cruising Princess is the worlds 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 cant. The Love Boat promises something for everyone.

We are looking to hire a Social Listening Analyst. The Social Listening Analyst serves as a subjectmatter expert for Princess Cruises social listening and digital sentiment intelligence program. This role is responsible for defining governing and continuously optimizing how guest conversation sentiment and emerging risks are identified evaluated and interpreted across social and digital platforms. The Social Listening Analyst exercises independent judgment to determine the materiality relevance and business significance of guest sentiment trends potential reputational risks and emerging issues and provides strategic recommendations and advisory guidance to Social Care Social Media PR/Communications Guest Services and Brand leadership.

This role operates with a high degree of autonomy and is accountable for establishing listening standards escalation frameworks and reporting methodologies that inform decisionmaking crisis preparedness and ongoing brand and guestexperience strategy. While the role does not have direct people management responsibility it influences crossfunctional teams through expertise analysis and governance of the social listening function.

Heres a summary of whatPrincessis looking for in a Social Listening Analyst. Is this you

Responsibilities:

• Manage the strategic configuration and ongoing optimization of Princess Cruises enterprise social listening ecosystem including the establishment of keywords alerts tagging frameworks dashboards and analytical methodologies used across teams to evaluate guest sentiment and reputational risk.

• Maintain listening standards escalation criteria and materiality thresholds that determine when guest sentiment misinformation or emerging issues require crossfunctional awareness leadership visibility or formal response.

• Serve as an internal advisor and subjectmatter expert to PR/Communications Guest Services and Operations teams by translating guest sentiment and conversation data into actionable insights recommendations and strategic context.

• Continuously evaluate and refine listening methodologies tools and analytical approaches to ensure accurate relevant and forwardlooking coverage of guest conversation across global markets.

• Monitor the effectiveness of escalation frameworks and listening standards making recommendations for refinement based on evolving risk patterns platform changes and business needs.

Knowledge & Skills:

• Scope: This role has primary responsibility for the governance effectiveness and continuous improvement of Princess Cruises social listening and digital sentiment intelligence program. The Social Listening Analyst determines how guest conversation data is structured interpreted and escalated to support leadership awareness reputational risk management and informed business decision-making. The role operates within established organizational objectives and influences multiple functions.

• Problem solving: The role requires the application of independent judgment to assess complex and ambiguous information determine the significance of emerging sentiment or reputational risks and recommend appropriate escalation or response pathways. Problem solving involves evaluating potential business impact rather than following prescriptive procedures.

• Impact: By defining listening to standards interpreting guest sentiment and advising on emerging risks the Social Listening Analyst directly supports brand protection crisis readiness and informed decisionmaking across Princess Cruises global operations.

• Leadership: Leadership is demonstrated through subjectmatter expertise operational ownership of the social listening function and influence across crossfunctional teams through analysis guidance and recommendations.

  For all roles:

• Knowledge: Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques.

• Skills: Strong time management and organizational skills

• Abilities: Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlines / Ability to collaborate effectively with colleagues and work as part of a team / Demonstrated professionalism in all interactions and tasks.

Requirements:

• Essential / Minimum Qualifications:

• Bachelors degree or equivalent professional experience

• 5 years of experience in social media customer service social listening content moderation or community management

• Hands-on experience using enterprise social media management and listening tools (e.g. Sprinklr Sprout Social or comparable platforms)

• Experience monitoring moderating and evaluating high volumes of social conversation for large or consumer-facing brands

• Experience applying moderation guidelines escalation protocols and brand safety standards in real-time environments

• Strong written communication skills with the ability to clearly document summarize and escalate findings

• Ability to manage multiple priorities and remain effective in fast-paced high-volume settings Proficiency with standard workplace collaboration tools (e.g. email messaging platforms reporting tools)

• Proven experience using enterprise social media management and listening tools (e.g. Sprinklr Sprout Social or comparable platforms).

• Demonstrated experience working on the frontlines of social media for a high-volume consumer-facing brand with direct exposure to public guest feedback questions complaints and sentiment.

• Experience evaluating tone intent and urgency of user-generated content to support moderation decisions and escalation pathways.

Travel:No or very little travel likely

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

Physical Demands: Work beyond normal business hours or on weekends may be required occasionally to support business needs projects or operations.

This position is classified as Hybrid. As a Hybrid role it requires employees to work from a designated Princess office Tuesday through Thursday each week. Employees may work from their homes on Mondays and Fridays.

Princess provides comprehensive and innovative benefits to meet your needs including:

What You Can Expect

• Cruise and Travel Privileges forYou andYourFamily
• HealthBenefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition& Professional CertificationReimbursement
• Rewards & Incentives

Our Culture Stronger Together

Our highest responsibility and top priorityiscompliance environmental protection and the health safety and well-being of our guests the people in the communities we touch and serve and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials Corporate VisionStatementand our Core Values at: anequal-opportunityemployer. All qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable laws regulations and ordinances.

Americans with Disabilities Act (ADA)

Princess will provide reasonable accommodations with the application process upon your request asrequiredtocomply withapplicable laws. If you have a disability and requireassistancein this application process please contact .

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