Product Analyst

Product Analyst - IT

This role is based in Weybridge, UK.

Combine your career goals and sense of adventure by joining our IT team. 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.

Royal Caribbean Group is the world’s largest cruise line. It couldn’t be a more exciting time to join a global business that is blazing a trail in the travel industry right now.

At Royal Caribbean Group we never rest on our laurels; we constantly strive to improve our work and be at the forefront of the industry. The work that we do is exciting, challenging, and innovative. We are passionate, we are innovative, and we are unstoppable.

We are seeking a detail-oriented and analytical Product Analyst to join the IT team supporting our Global Contact Centres and Trade Sales channels. Working closely with the IT Product Owner and cross-functional teams, the Product Analyst analyses documents and supports the delivery of technology solutions that improve contact centre operations and the systems our trade partners and sales teams rely on.

The role spans the full delivery lifecycle. The analyst gathers and documents business and technical requirements, translates them into actionable user stories, supports quality assurance and user acceptance testing, and provides first- and second-line support for the applications in their portfolio. They assess business impact, prioritise resolution, and work across multiple parties and time zones to ensure business standards are met.

Success in this role requires a working knowledge of the systems assigned, a high-level understanding of adjacent platforms across the business community, and the judgement to select the most appropriate approach to a problem and deliver a timely, effective solution.

• Collaborate with stakeholders across Contact Centre, Brand operations (including Sales), Digital, Ecommerce and IT to gather and document detailed business and technical requirements.
• Analyse and translate business needs into clear, actionable user stories, functional specifications, use cases and process flows.
• Conduct business process reviews, study procedures and systems currently in place, and participate in design reviews to ensure proposed changes deliver an efficient solution.
• Assist IT Product Owners in managing the product backlog, prioritising work, and ensuring the development team has a clear understanding of requirements.
• Participate in sprint planning, daily stand-ups, defect triage and other agile ceremonies.
• Support cross-team impact assessment by maintaining a working knowledge of assigned systems and their integrations.

• Support the analysis, configuration and continuous improvement of contact centre platforms including CRM, IVR, ACD and associated reporting tools.
• Support the systems used by the Trade Sales team — partner CRM, Salesforce, enquiry and case management, sales reporting, and partner‑facing self-service and support channels.
• Work with Trade Sales stakeholders to understand agent, tour operator and partner workflows, and translate the friction in those workflows into prioritised product improvements.
• Assess how proposed changes affect both the direct contact centre channel and the trade channel, and surface conflicts early.

• Review documentation to understand testing requirements, test environments and objectives.
• Outline test scenarios and develop and execute test plans and test cases to confirm products meet acceptance criteria and quality standards; conduct peer review of test cases.
• Identify test data needs and work with the appropriate teams to ensure data is available throughout the testing phases.
• Coordinate testing of supported applications in line with the project plan, ensuring business-as-usual regression coverage as well as new functionality.
• Coordinate and facilitate UAT sessions with stakeholders, gather feedback, and document issues and enhancement requests.

• Provide first- and second-line support to business users on assigned software applications.
• Research reported problems fully, assess business impact, and prioritise resolution accordingly.
• Provide or coordinate resolution of issues in line with agreed SLAs.
• Monitor progress of open calls and keep users and other interested parties informed.

• Track and analyse product performance metrics to confirm solutions, meet business objectives and deliver value to users.
• Create and maintain reports, dashboards and visualisations that communicate product performance and insight to stakeholders.
• Create and maintain comprehensive product documentation, including user guides, release notes and training materials.
• Provide training and support to contact centre agents, trade sales teams and…