Head of Customer Journey Data Strategy

MSC Cruises; Genf; On-site; CHF 120,000 - 180,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Customer journey analytics

Data strategy

Leadership

Stakeholder management

Analytics storytelling

Education

MBA or Master’s in Business Administration

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

Tools

CRM systems

BI tools

Data visualization tools

Job description

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

The Head of Customer Journey Data Strategy defines and leads the Customer Journey data vision, governance framework, analytics strategy, and insight-to-action model across the end-to-end guest journey. The role transforms customer, operational, behavioral, and market data into clear priorities that improve guest experience, satisfaction, loyalty, personalization, and business performance.

Reporting to the Chief Customer Journey Officer, the position acts as the central owner of Customer Journey insights and analytics and partners closely with CRM, Digital, Marketing, Operations, Customer Care, IT, and Brand teams.

Your Impact

• Define and execute the Customer Journey data and analytics roadmap in line with corporate and brand priorities.
• Establish an integrated Customer Journey measurement framework covering pre-cruise, onboard, post-cruise, and customer care interactions, ensuring a holistic view of customer experience and journey performance across all touchpoints.
• Develop the long-term vision for customer intelligence, predictive analytics, segmentation, and personalization.
• Convert customer data into measurable improvements in guest satisfaction, loyalty, and operational performance.

Customer Insights & Analytics

• Leverage on customer feedback, journey measurement data, competitive research, survey results, complaints, operational metrics, and behavioral data to generate end-to-end Customer Journey insights across the full guest lifecycle.
• Identify journey pain points, unmet needs, and improvement opportunities by connecting insights across pre-cruise, onboard, post-cruise, and customer care interactions.
• Drive root-cause analysis and translate findings into actionable strategic recommendations.
• Provide concise executive insights for leadership forums and steering committees.

Advanced & Predictive Analytics

• Advance predictive and AI-enabled analytics that anticipate customer needs and support personalization.
• Partner with CRM, Digital, Operations, and Customer Care teams to ensure Customer Journey insights are consistently embedded across touchpoints and experience improvement initiatives.
• Define analytical approaches to measure the impact of Customer Journey initiatives.

Team Leadership & Collaboration

• Build, lead, and develop a high-performing Customer Journey Data & Analytics team.
• Foster a culture of analytical rigor, curiosity, innovation, and continuous improvement.
• Manage priorities, capabilities, external partners, research providers, and consulting support.
• Influence senior stakeholders and align cross-functional teams around shared customer outcomes.

Success Measures

• Adoption and practical use of Customer Journey insights across the business.
• Measurable contribution of insight-led initiatives to guest satisfaction, loyalty, and business outcomes.
• Improved consistency, quality, accessibility, and efficiency of Customer Journey reporting.
• Progress in predictive analytics, and customer intelligence capabilities.
• Development of a high-performing Customer Journey Data & Analytics function.

Your Journey so far

• Minimum 10 years of professional experience in customer experience, customer journey, data strategy, analytics, business intelligence, management consulting, or a closely related field.
• Previous experience in a Manager-level position, or above, within a recognized strategic consulting company.
• Demonstrated experience in the hospitality industry. Relevant cruise, travel, leisure, luxury hospitality, airline, or guest-centric service experience is an advantage.
• Proven record of leading strategic transformation programs and converting analysis into measurable business outcomes.
• Experience building or leading analytics, insights, data strategy, or customer strategy teams.
• Strong experience advising senior executives and navigating complex, cross-functional stakeholder environments.
• Master’s degree in Business Administration, Economics, Data Science, Statistics, Engineering, Marketing, or a related discipline preferred.
• Additional qualifications in analytics, customer experience, strategy, digital transformation, or data governance are an advantage.

Ideal Candidate Profile

The ideal candidate combines structured problem-solving and consulting discipline with hands‑on hospitality experience and a strong understanding of Customer Journey data. They act as the owner of end-to-end journey insights and measurement, connecting evidence across pre-cruise, onboard, post-cruise, and customer care interactions. They can lead analytical teams, challenge constructively, and influence executive decisions while maintaining a clear focus on guest experience and measurable outcomes.

Your Essentials

• Deep knowledge of Customer Journey analytics, journey measurement frameworks, predictive modeling, and data-driven decision‑making across the end-to-end guest journey.
• Strong command of customer experience measurement frameworks, including NPS, CSAT, CES, loyalty, and customer value metrics.
• Experience with customer feedback platforms, CRM ecosystems, business intelligence, dashboarding, and data visualization tools.
• Understanding of AI-enabled analytics, personalization engines, data governance, and customer intelligence capabilities.
• Excellent executive storytelling skills, with the ability to turn complex evidence into clear business choices.

Key Competencies

• Strategic thinking
• Data storytelling
• Customer centricity
• Stakeholder influence
• Analytical excellence
• Leadership and talent development
• Business acumen
• Executive communication
• Structured problem-solving

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.