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The Royal Caribbean Group’s Global eCommerce Team has an exciting career opportunity for a full time Voice of Customer Program Strategist eCommerce Product Insights reporting to the Manager Research and Customer Insights

This position will work on-site in Miami Florida

Position Summary:

The Voice of the Customer (VoC) Lead Strategist on the eCommerce Product Insights (ePI) team is responsible for championing the voice of the customer across digital platforms This role will be responsible for executing and enhancing a comprehensive VoC program that harnesses customer feedback to drive key opportunities for product optimization research studies and technical site issues to optimize the eCommerce journey The ideal candidate is comfortable influencing roadmaps communicating value across multiple audiences working with product and development teams to implement changes and delivering updates/results to senior audiences

Essential Duties and Responsibilities:

• Oversees the comprehensive VoC strategy and execution that aligns with eCommerce goals and customer experience objectives
Oversees VoC team and coaches on reports delivery and extracting insights that support research product
• and site issue efforts
Implement and manage a range of feedback channels including surveys sentiment analysis etc
• to capture the diverse voice of customers across digital touchpoints
• Responsible for distilling analysis into actionable recommendations to improve the eCommerce site and compile a backlog of experience improvement recommendations; in partnership with the VoC Analyst
• Owns the process of translating findings into actional insights that influence decision making and business optimizations
• Serve as lead support in quantifying eCommerce customer opportunities (leveraged for roadmap & backlog development/influences sequencing) and measuring the impact of implemented feature solutions
Partner closely with product teams to understand roadmaps; actively participates in planning across product & research teams
• leveraging VoC to represent customer needs
• Leads the qualitative and quantitative data collection design and VoC survey strategy based on best practices for CX tool platforms; in partnership with the VoC Analyst
Responsible for the collaboration with cross-functional teams on priorities opportunities / improvement initiatives data capture
• and distribution strategies
• Manage VoC vender relationships at a strategic level
Advocates for VoC within the organization
• ensuring that customer-centric decisions are at the forefront of strategies; responsible for communicating the program value to key stakeholders
Manage senior stakeholder relationships including progress updates decision making
• and escalations

Qualifications Knowledge and Skills:

• marketing or related field (Master degree preferred)
Proven experience (3-4 years) in a similar VoC or customer experience role
• preferably within the eCommerce space
• Experience with customer feedback and/or digital analytics data
• Demonstrates strong knowledge and capabilities within specific area of responsibility
• Has ability to influence junior and senior members inside and outside their organization
Comfortable working across silos in the organization to manage interdependent complexities roadblocks
• milestones
• Knowledge of customer experience and analysis and have experience deriving insights from customer surveys and other quantitative and qualitative sources of data
Experience & knowledge in survey design VoC
• and other customer feedback data highly preferred
• Excellent verbal and written communication skills
• Project management skills with the ability to manage multiple initiatives simultaneously
• A customer-centric mindset and a passion for enhancing the eCommerce experience
• Proven ability to collaborate across eCommerce organizations
• Excellent verbal and written communication skills
Proficiency in VoC tools and platforms (eg
• Medallia Qualtrics)

We know there's a lot to consider As you go through the application process our recruiters will be glad to provide guidance and more relevant details to answer any additional questions Thank you again for your interest in Royal Caribbean Group We'll hope to see you onboard soon!

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