Customer Experience Specialist

The Travel Corporation (TTC)•Calabasas, CA

52m•Hybrid

About The Position

As our Customer Experience Specialist, you’ll be the bridge between brand marketing and the real-world guest experience for our Uniworld brand. You’ll work closely with operations teams, onboard crew, and cross-functional analysts to ensure consistency across ships and itineraries. Your insights will help shape marketing content, refine messaging, and enhance the overall guest journey. Success in this position will be measured by the accuracy of our brand messaging and consistency across our product. The ideal candidate is a strong communicator, detail-oriented, passionate about delivering exceptional experiences, and willing to travel to immerse themselves in our journeys.

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.

Nice To Haves

Experience in marketing or customer experience preferred.
Familiarity with hospitality, travel, or lifestyle brands (luxury preferred)

Responsibilities

Experience Alignment
Audit onboard experiences across ships and itineraries to ensure alignment with brand messaging.
Identify gaps between marketing promises and actual guest experiences; recommend actionable improvements.
Guest Materials Management
Oversee all post-booking guest materials, including but not limited to post booking journeys, Cruise Companions, menus, in-room video content, daily schedules, welcome letters, and other guest-facing collateral in cross-functional collaboration with the CRM team.
Manage projects related to the creation of new materials or updates to existing ones, ensuring accuracy, brand consistency, and timely delivery across ships and itineraries.
Content & Brand Consistency
Provide recommendations to the marketing team to ensure content reflects authentic experiences.
Draft and refine messaging that accurately represents the guest experience while maintaining brand tone.
Guest Feedback Analysis
Work closely with the Product Marketing Manager to analyze survey results, reviews, and other feedback sources to identify trends and areas for improvement.
Translate insights into strategic recommendations for marketing.
Cross-Functional Collaboration
Partner with operations teams and crew to understand day-to-day realities of guest journeys.
Work closely with product, guest relations, and analytics teams to interpret guest feedback and operational data.
Onsite Observation
Travel to ships and itineraries to observe guest interactions and onboard services firsthand (estimated 1-2 times per year).
Ensure onboard marketing materials are up to date
Document findings and share actionable reports with stakeholders.