Senior Manager, Customer Journey & Insights

Join the Ritz-Carlton Yacht Collection:  Where Every Voyage is a Symphony of Luxury

Embark on an extraordinary journey with the Ritz-Carlton Yacht Collection, an exquisite extension of the renowned Ritz-Carlton brand, dedicated to redefining ultra-luxury hospitality at sea. As a "Lady or Gentleman" of our esteemed team, you'll be entrusted with the art of delivering the impeccable "Gold Standards" that have made the Ritz-Carlton an epitome of excellence across the globe.

The Essence of Excellence: The Gold Standards
The Gold Standards are the bedrock of the Ritz-Carlton experience, setting us apart in the industry and establishing a legacy of unparalleled service. These standards embody the values and culture that define our brand, and serve as the compass guiding our every endeavor.

The Employee Promise

At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.  By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company.  The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and the Ritz-Carlton Mystique is strengthened.

Join us on a journey where every day is a testament to the highest standard of luxury and service. Apply now and be part of an unparalleled legacy in hospitality.

Job Summary

The Sr. Manager, Customer Journey and Insights, will be responsible for owning the end-to-end roadmap for the customer journey. This includes developing a detailed map of the current state customer journey, leveraging data and insights to identify gaps and opportunities, developing a detailed roadmap and prioritization plan, and collaborating with cross-functional teams to execute. This role will also oversee the effective use of customer feedback at every stage of the customer journey and transform the feedback into actionable recommendations to improve results. This position will play a vital role in capturing, analyzing and leveraging customer feedback and insights to gain a better understanding of guest needs and help enhance the customer experience throughout the organization.

Essential Functions

• Lead the organization’s customer journey management by understanding, mapping, designing, driving, and improving the end-to-end customer journey to deliver a seamless customer experience.
• Identify key customer journeys, map out a current process for each journey, leverage data and insights to understand gaps and opportunities, identify highest priority opportunities/moments that matter, and create and manage a roadmap to rapidly improve key gaps in the journey.
• Outstanding facilitation and relationship-building skills. Consistently demonstrating a positive and collaborative approach, working with and motivating various functional groups across the organization to achieve progress and improve quickly.
• Able to effectively develop, prioritize, and assign work across multiple workstreams across various teams
• Work closely with partners and stakeholders to ensure that insights obtained from customer experience remain a priority and that the customer’s point of view is at the forefront of decision-making.
• Oversee the coordination with both internal and external partners to design surveys and strategize on the collection and utilization of data.
• Analyze customer feedback to discern trends, patterns, and insights, and communicate these findings across the organization.
• Implement customer-centric thinking throughout the organization.
• Support ad hoc research projects for strategic business initiatives.
• Conduct consistent competitive analysis and monitor industry trends.

CompetencyEducation:

• Bachelor’s degree in Business, Marketing, or a quantitative-related field like Economics, Mathematics, or Statistics preferred

Skills & Experience:

• Minimum 5 years of experience in customer insights, research, and product management preferred; travel, hospitality, or luxury experience a plus
• Strong customer-centric mindset and data-driven approach
• Ability to build effective relationships both within the company and with external stakeholders
• Solution and action-oriented, with a curious and strategic mindset that ties data and customer feedback to key business metrics
• Excellent project management, delegation, and critical thinking skills are required
• Strong communication and interpersonal skills, both written and verbal
• Strong data storytelling and visualization skills, with the ability to summarize complex analysis
• Deadline-oriented; ability to prioritize multiple tasks and complete them on a timely basis – operates with a sense of urgency
• Resourceful, creative self-starter who takes initiative to learn processes and get things done with little supervision
• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint programs
• Experience working with Medallia, Qualtrics, or other leading providers is preferred

The Ritz-Carlton Yacht Collection is an Equal opportunity, inclusive employer and will consider all applicants for employment with the Company on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.