BI Analyst

Summary/Objective:

The Business Insights Analyst will be supporting ad-hoc analysis of company operational insights with a focus on the processes and interactions from our Voyage Travel Services Department. This role is key in ensuring we are delivering on our service expectations through performance metrics and key deliverables. He/she/they will need to put on their thinking caps to go over data captured from a quality perspective while analyzing performance feedback and overall contact experience via all channels (case chat phone in person).

This role will work together with many teams across the business although mainly with operational teams in creating and implementing operational processes and insights. The role will heavily contribute to the implementation of the strategy for our Voyage Travel Services Operations in recommending enhancements developments and improvements to our current processes through data and insights. This role will also provide analytical support to the Quality Assurance & Business Insights Managers. This role will collaborate on ad-hoc analysis to ensure service levels and Crew performance remain consistent and elevated in addition to providing insight on company objectives being met for both ship and shore operational teams.

Essential Responsibilities:

• Gather and interpret data to help make enhancement recommendations for our operational processes in order to increase efficiency and accuracy on what and how we deliver our business objectives
• Review the quality of work delivered by our operational teams
• Provide analysis for the monitoring and evaluation of our operational teams and provide insights on our service levels for further enhancements
• Lead in collaboration with QA manager the development of quality strategies and processes to help the organization achieve strategic goals
• Develop and maintain reporting to track the progress of our teams in ensuring we are achieving company objectives
• Provide and effectively share out actionable data via dashboards and reporting to make data driven decisions to elevate our performance
• Conceptualize data-driven actionable insights for enhancement of operational efficiencies
• Present back all findings and recommendations to help drive business objectives and priorities
• Provide feedback to improve the coaching and development of our teams
• Utilize systems that will be in place to support in the enhancement of our quality assurance across teams
• Demonstrate advocate and reinforce a positive team environment professionalism and the need to present a sincere & positive image of the company when interacting with our Sailors
• Identify and share best practices
• Other duties as assigned

Qualifications:

• Bachelors degree or equivalent combination of education and experience
• 5 years of directly related guest service experience and/or analyst role preferred
• 5 years strong analytics experience and ability to develop process improvements surrounding large data sets
• Strong analytical skills with expertise in analysis of operational KPIs
• Communication (verbal written presentation) skills
• Demonstrated ability to make and implement decisions independently
• Interactive reporting/Business Insights tool experience required; Tableau experience a must
• Customer Relationship Management (CRM) tool experience required; Salesforce experience preferred
• Skilled with Google Suite (Sheets Slides and Docs) and/or Microsoft Office programs (Word Excel Outlook etc.) to do trend analysis and regular reporting of metrics