Head of Customer Journey Analytics & Insight

MSC Cruises; Genf; Sur place; CHF 120 000 - 180 000; Plein temps

Résumé du poste

MSC Cruises seeks a senior leader to define and execute the Customer Journey data strategy across the end-to-end guest experience. You will govern analytics, partner with CRM, Digital, Marketing and Operations, and translate insights into actionable improvements for guest satisfaction, loyalty, and business performance.

The role requires 10+ years in customer experience or analytics, with proven leadership in a strategic consulting or hospitality context.

Qualifications

• Minimum 10 years of professional experience in customer experience, data strategy, analytics, BI, or related fields.
• Experience leading strategic transformation programs and advising senior executives.
• Demonstrated ability to drive insights to actionable business outcomes in hospitality/guest-centric services.

Responsabilités

• Define the Customer Journey data vision and governance across end-to-end guest journey.
• Lead a data & analytics team; set priorities and partner with cross-functional teams.
• Build predictive analytics, segmentation, and personalization initiatives.
• Convert data into measurable improvements in guest satisfaction and loyalty.
• Provide concise executive insights for leadership forums and steering committees.

Connaissances

Customer journey analytics

Data strategy

Leadership

Stakeholder management

Analytics storytelling

Formation

MBA or Master’s in Business Administration

Master’s in Economics/Data Science/Statistics/Engineering/Marketing

Outils

CRM systems

BI tools

Data visualization tools

Description du poste

MSC Cruises seeks a senior leader to define and execute the Customer Journey data strategy across the end-to-end guest experience. You will govern analytics, partner with CRM, Digital, Marketing and Operations, and translate insights into actionable improvements for guest satisfaction, loyalty, and business performance.

The role requires 10+ years in customer experience or analytics, with proven leadership in a strategic consulting or hospitality context.