Sr. Analyst, End User Experience

Royal Caribbean Cruises Ltd•Miami, FL

1d•Onsite

About The Position

The Sr. Analyst, End User Experience for Air Product Support & Systems Solutions supports call center air systems, technology platforms, reporting solutions, and automation initiatives for the Travel Services Department. The role uses data analytics, artificial intelligence, and emerging technologies to identify operational opportunities, improve processes, and develop solutions that enhance efficiency and decision-making. The analyst partners with business stakeholders, IT engineering teams, and vendors to design, prototype, and implement technology solutions, including AI-enabled tools, analytics applications, and process automation. The position also provides technical support, strategic recommendations, and continuous improvement leadership across multiple business systems and platforms. This is a full-time, onsite position based in Miramar, Florida, reporting to the Manager, End User Experience. The role is not eligible for work authorization sponsorship. It may require long or non-business hours to provide operational support, as well as 24/7 on-call availability as needed during crisis situations that disrupt travel.

Requirements

Bachelor’s degree in Computer Science, Business Development, or a similar field.
Strong systems, quantitative, analytical, and problem-solving skills.
Demonstrated ability to develop and implement applications using a programming language.
Strong understanding of data-driven decision-making and ability to use AI tools to uncover trends, insights, and business opportunities.
Ability to interpret analytical results in meaningful business terms and translate business needs for programmers and data modeling.
Demonstrated ownership of projects and work, attention to detail, and follow-through.
Ability to communicate clearly and effectively, verbally and in writing, with business and technical audiences.
Ability to meet the described physical demands, with or without reasonable accommodations, including sitting, standing, writing, reviewing and typing reports, compiling data, operating a PC, moving around the office, and potentially climbing, descending, lifting, or moving up to ten pounds.
Ability to work long or non-business hours as operational support requires and to provide 24/7 on-call support as needed during travel-disruption crisis situations.

Nice To Haves

Master’s degree in Industrial Engineering, Statistics, or a similar field, or similar work experience.
Three or more years of work experience in a related field.
Previous experience successfully implementing system enhancements and decision-making tools.
Experience with Python, SQL, APIs, cloud-based analytics platforms, or AI-enabled business intelligence solutions.
Knowledge of prompt engineering, AI-assisted data analysis, workflow automation, and AI governance best practices.
Experience supporting and interpreting reporting using Access or Business Intelligence tools; Power BI and Tableau are a plus.
Equivalent combinations of education and experience will be considered.

Responsibilities

Lead development, implementation, and support of operational and monitoring systems, Business Intelligence reporting, and user tools, driving efficiency and technical improvements.
Lead technical initiatives by determining user requirements and business needs, developing analytic reporting, and identifying enhancements to jobs and systems.
Work with Travel Services Operations Management to understand business challenges and identify business improvements, revenue opportunities, and efficiency gains.
Create project plans for developing and implementing solutions or processes, covering requirements gathering, development strategy, testing, and implementation.
Respond to ad hoc data and analysis requests, support projects, analyze business data and trends, and present results in an audience-appropriate format, including Power BI and web pages.
Use AI, machine learning, generative AI, and advanced analytics tools to identify process improvements, automate workflows, improve operational efficiency, and support decision-making.
Develop proof-of-concepts, prototypes, wireframes, and application mockups using AI-assisted tools and low-code/no-code platforms, and collaborate with software engineers on production-ready solutions.
Research, evaluate, and recommend emerging AI technologies and industry practices to improve operational efficiency, customer service, reporting, and business performance.
Partner with business stakeholders, data analysts, architects, and software engineering teams to translate operational challenges into scalable AI-driven solutions aligned with enterprise technology standards, security requirements, and business objectives.
Identify operational gaps or agent errors that may cause financial losses and promptly escalate high-impact issues to department leaders.
Analyze recurring financial trends to identify root causes and develop training materials that prevent repeat errors and strengthen financial accuracy.
Perform other job-related duties as assigned.