Customer Experience Specialist

Role Overview

• Audit onboard experiences across ships and itineraries to ensure alignment with brand messaging.
• Identify gaps between marketing promises and actual guest experiences.
• Oversee all post-booking guest materials in collaboration with the CRM team.
• Manage projects related to the creation of new materials.
• Provide recommendations to ensure content reflects authentic experiences.
• Analyze survey results and feedback to identify trends for improvement.
• Partner with operations and crew to understand guest journey realities.
• Travel to ships to observe guest interactions and onboard services.

Requirements

• Exceptional communication and writing skills.
• Strong attention to detail and organizational abilities.
• Passion for delivering high-quality, authentic experiences.
• Ability to analyze data and turn insights into recommendations.
• Willingness to travel for onboard observations.
• Experience in marketing or customer experience preferred.
• Familiarity with hospitality, travel, or lifestyle brands (luxury preferred)

Benefits

• Commitment to social responsibility
• Diversity in the workplace