Sr. Analyst, End User Experience

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world. We 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, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests. The Royal Caribbean Group’s Guest Travel Services Team has an exciting career opportunity for a full time Senior Analyst, End User Experience reporting to the Manager, End User Experience.  This position is onsite and based in Miramar, Florida.  This position is also not eligible for work authorization sponsorship.

Position Summary:

The Sr. Analyst, End User Experience for Air Product Support & Systems Solutions is responsible for call center air systems, technology platforms, reporting solutions, and automation initiatives that support the Travel Services Department. This role leverages data analytics, artificial intelligence (AI), and emerging technologies to identify operational opportunities, improve business processes, and develop innovative solutions that enhance efficiency and decision-making. This role partners closely with business stakeholders, IT engineering teams, and vendors to design, prototype, and implement technology solutions, including AI-enabled tools, analytics applications, and process automation initiatives.

The position also provides technical support, strategic recommendations, and continuous improvement leadership across multiple business systems and platforms.

Essential Duties and Responsibilities:

Lead development, implementation and support of operational and monitoring systems, Business Intelligence reporting and user tools.  Drive efficiency improvements and technical improvements through all our jobs and systems.  Lead technical initiatives, determining user requirements and business needs to develop new analytic reporting, while incorporating understanding of the business and our current systems.  Think creatively and holistically to not only meet business objectives, but also to gain additional benefits in job and system enhancements.
Work closely with the Travel Services Operation Management team to understand their business challenges and objectives and identify opportunities to develop potential business improvements, revenue opportunity and efficiency gains.
Create project plans initiatives to develop and implement solutions or new processes that will streamline and create efficiencies across the department.  The plan should be detailed from requirements gathering, to development strategy, testing and implementation.  Respond to ad-hoc data and analysis needs while supporting various projects. Conduct analyses of business data, evaluate trends, and pattern changes, and learn to disperse results in a format appropriate for the audience.  

(Power BI, Web pages)  Utilize Artificial Intelligence (AI), Machine Learning (ML), Generative AI, and advanced analytics tools to identify process improvement opportunities, automate manual workflows, enhance operational efficiency, and improve decision-making across Travel Services operations.
Develop proof-of-concepts, prototypes, wireframes, and application mockups using AI-assisted tools and low-code/no-code platforms to rapidly validate business requirements and collaborate with software engineers on production-ready solutions. Research, evaluate, and recommend emerging AI technologies and…