Senior Analyst, Business Intelligence

Royal Caribbean Group; Lakeland (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Royal Caribbean Group is seeking a Senior Analyst, Business Intelligence for the Contact Center Analytics & Solutions team in Florida. The role focuses on leveraging analytics to drive KPIs, identify efficiencies, and empower end users with data-driven tools and insights.

The candidate will design analyses, dashboards, and recommendations across contact centers, applying SQL, data warehousing concepts, and storytelling with Tableau/Power BI.

Qualifications

• 4+ years of analytics, data-centric or BI experience.
• Strong SQL skills to read/write complex queries.
• Experience with data warehousing concepts and relational databases.
• Visual storytelling with Tableau/Power BI for varied audiences.
• Proficient in MS Office applications (Word, Excel, PowerPoint).
• Able to work in distributed/global teams and communicate clearly.

Responsibilities

• Conduct analysis to drive business insights from disparate data sources.
• Identify and implement process improvements to speed data delivery.
• Create intuitive data visualizations and presentations to tell clear stories with data.
• Perform quantitative and qualitative analyses for business processes and projects.
• Develop and execute sales funnel, LTV, customer segmentation and forecasting.

Skills

SQL

Data visualization

Tableau

Power BI

Data warehousing

Communication

Global teamwork

Excel

Education

Math/Stats/OR/Business degree

CSPO Certification

Python programming

Tools

Salesforce

Oracle

Hyperion

Job description

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group . We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

W e are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people . Together, w e are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

This position will be working from Florida.

Position Summary

The Contact Center Analytics & Solutions team is looking for highly motivated Senior Analyst, Business Intelligence who will be responsible for leveraging analytics to drive key performance metrics, identify operational efficiencies, and work on projects that empower our end users to work efficiently. The right person for this role has exceptional analytical capabilities, thrives in a fast-paced environment, loves problem-solving, is a great communicator, and is passionate about our end user experience.

Essential Duties And Responsibilities

• Conduct analysis to drive valuable business insights, using internal analytics tools, ie SQL to access and manipulate from disparate data sources
• Identify, design, and implement internal process improvements: automating manual processes, optimizing data delivery, address speed performance issues
• Ability to build intuitive presentations, interfaces, infographics, and data visualizations to tell stories with data that convey key performance metrics, significant trends, and relationships across contact centers
• Perform more complex quantitative and qualitative analysis for business processes and projects
• Develop and execute sales funnel analysis, lifetime value analysis, customer segmentation and forecasting
• Design and analyze A/B tests to improve the user journey, develop contact center gamification strategies
• lead projects and requests from end-to-end, defining business needs, developing strategies, and solutions that empower internal teams operate efficiently
• Proactively recommend new and innovative ideas/approaches to address changing needs that support performance for both tactical and strategic decision-making for contact centers
• Develop best practices, standards, conduct query reviews and advise on optimizing queries to ensure quality deliverables
• Encourage team growth with a focus on knowledge management, coaching/mentoring and developing cross functional relationships with team members

Qualifications, Knowledge, & Skills

• 4+ years of relevant work experience in analytics, data centric role and/or business intelligence related field
• Strong analytical skills – with a proficient ability to read/write complex SQL queries for data analysis
• Understanding of data warehousing concepts, relationship entity diagrams and relational databases
• Experience with data visualization tools (Tableau, Powerbi, etc.) and strong storytelling skills for technical and non-technical audiences
• MS office tools ie Word, excel, powerpoint, Access
• Ability to explain technical concepts and analysis implications clearly, and be able to translate business objectives into actionable analysis
• The position requires the capacity to work in a distributed team environment, build effective working relationships, and execute on critical process improvement and projects
• Strong and effective communication, presentation, written skills and ability to work in global environment
• Experience collecting internal customer feedback and requests, empathizing with their challenges and opportunities
• Collaborative, self-motivated with a desire to lead strategic problem solving, execution and ownership
• Familiarization with Sales and Contact Center environments

Preferred Qualifications

• CSPO Certification and formal understanding of Agile Scrum practices
• Degree in an analytical area such as Mathematics, Statistics, Operations Research, Business or equivalent
• Other programing knowledge skills (Python)
• Project management experience
• Familiarity with other applications such as Salesforce, Oracle, Hyperion, AS400 or equivalent mainframe system

No im migration sp onsorship is offered.

Agency and Third-Party Submissions: Please note this is a direct search by the Company, and applications through agencies and other third parties will not be accepted, nor will fees be paid for unsolicited resumes. Any unsolicited resumes will be considered the Company's property.

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.