eCommerce Product Insights Senior Analyst

Role: eCommerce Product Insights Senior Analyst

eCommerce Product Insights Senior Analyst




Position Summary




The eCommerce Product Insights (ePI) Senior Analyst transforms digital customer feedback into clear, credible, and actionable insights that help improve the eCommerce experience across Royal Caribbean Group brands, including Royal Caribbean International, Celebrity Cruises, and Silversea.




This role combines Voice of the Customer analytics, survey management, technical issue identification, customer research, ad hoc analysis, and insight storytelling. The Senior Analyst will work closely with the ePI and Research leader, UX Research, Product, Design, Business Intelligence, Engineering, Consumer Insights, and other cross-functional partners to support deep dives, leadership requests, and strategic initiatives.




The ideal candidate can independently navigate large and complex customer-feedback datasets, identify meaningful patterns, distinguish isolated comments from systemic issues, and communicate findings in a way that helps stakeholders understand what customers are experiencing, why it matters, and where opportunities exist.




Key Responsibilities




Voice of the Customer Analysis and Monitoring




Continuously monitor digital customer feedback in Medallia to identify emerging experience issues, recurring pain points, unmet needs, and changes in customer sentiment.
Analyze both structured survey data and open-ended customer comments across major eCommerce journeys.
Quantify the prevalence and severity of customer issues using metrics such as response volume, theme frequency, NPS, CSAT, sentiment, and relevant customer segments.
Distinguish among technical defects, usability challenges, content gaps, policy or process limitations, and broader product opportunities.
Validate findings by reviewing individual comments, relevant customer journeys, survey configurations, filters, and supporting quantitative data.
Identify when existing feedback provides sufficient evidence and when additional research or analysis is needed.
Reporting and Insight Storytelling




Support ad hoc Voice of the Customer requests, leadership asks, and initiative-specific analyses for eCommerce stakeholders.
Create polished PowerPoint presentations, deep-dive reports, summaries, and customer-focused communications that synthesize complex data into clear, leadership-ready narratives.
Conduct in-depth analyses of topics such as booking and checkout, navigation and findability, pricing clarity, payment and reservation management, stateroom selection, technical reliability, pre-cruise planning, search and comparison, loyalty recognition, and digital content.
Partner closely with the ePI and Research leader to frame deep-dive analyses, shape recommendations, and prepare materials that support product initiatives and leadership decision-making.
Translate customer feedback into clearly defined opportunity areas and partner with Product, Design, and Research teams to inform potential improvements.
Present findings to audiences with different levels of familiarity with customer research, from working teams to senior leadership.
Ensure that reports accurately represent the evidence and do not overstate what the data can support.
Review and provide feedback on team and analyst reports, research plans, and other deliverables before final review with the Senior Manager.




Survey and Medallia Management




Support the design, implementation, monitoring, and ongoing improvement of digital customer surveys and feedback programs.
Review survey wording, logic, targeting, placement, data capture, filters, and reporting structures using established survey-research and CX best practices.
Navigate Medallia dashboards, forms, filters, segments, exports, and reporting pathways to retrieve and analyze the appropriate data.
Monitor survey response volume, data quality, and unexpected changes that may indicate configuration or collection issues.
Help document survey access, reporting logic, and analytical processes so that they are understandable and repeatable across the team.
Support survey-placement inventories, estimated response volumes, and related planning or cost analyses.








Technical Issue Identification and Escalation




Use customer feedback to detect potential website defects, broken experiences, and other technical issues.
Investigate and validate reported issues before escalation, including determining the affected journey, frequency, customer impact, and available supporting evidence.
Create concise, evidence-based issue summaries that cross-functional partners can act on.
Partner with Product, Engineering, Analytics, and other teams to escalate high-impact issues and follow their progress toward resolution.
Monitor feedback after changes or fixes to help determine whether the customer problem persists.
Cross-Functional Partnership




Partner closely with the ePI Program Strategist to prioritize analyses, develop Voice of the Customer communications, and support the broader ePI measurement strategy.
Collaborate with UX Research to connect ongoing customer feedback with research priorities, studies, and deeper customer questions.
Work with Product and Design teams to ensure that customer needs and pain points are represented in planning and decision-making.
Partner with Business Intelligence and Analytics teams when additional behavioral, operational, or financial data is needed to understand the impact of an issue.
Collaborate with Consumer Insights, Medallia partners, and other internal or external stakeholders on survey strategy, data capture, reporting, and distribution.
Maintain strong working relationships across teams while constructively challenging assumptions when customer evidence points to a different conclusion.
Required Professional Skills




Strong experience analyzing customer feedback, survey data, digital experience data, or other quantitative and qualitative sources.
Hands-on experience with Medallia or a comparable enterprise Experience Management or Voice of the Customer platform; Medallia experience is strongly preferred.
Strong understanding of survey design, survey measurement, sampling, questionnaire structure, and common sources of survey bias.
Ability to analyze and synthesize large volumes of open-ended customer feedback through systematic coding and thematic analysis.
Experience interpreting NPS, CSAT, response volume, sentiment, customer segments, and other CX metrics.
Ability to connect qualitative customer feedback with quantitative evidence to assess the scale and severity of an issue.
Strong analytical and problem-solving skills, including the ability to work through complex filters, exports, reporting structures, and data-quality questions.
Advanced PowerPoint and Excel or Google Sheets skills, with the ability to create polished reports, deep-dive decks, and leadership-ready presentations.
Strong verbal and written communication skills, with the ability to translate complex findings into polished PowerPoints, reports, and executive-ready materials.
Ability to communicate complex findings clearly, concisely, and accurately to both technical and nontechnical audiences.
Experience working with Product, UX Research, Design, Engineering, Analytics, and business stakeholders.
Strong organizational and project-management skills, with the ability to manage deep dives, ad hoc requests, leadership asks, and multiple initiative-support needs simultaneously.
Familiarity with tools such as Jira, Confluence, Tableau, Power BI, SQL, or statistical analysis software is a plus.
Personality and Working Style




The person who succeeds in this role will be:




Curious and investigative: Naturally looks beneath surface-level metrics to understand what customers are actually experiencing and why.
Customer-centered: Maintains genuine empathy for customers and consistently brings their needs and pain points into business conversations.
Analytically rigorous: Questions unexpected results, validates the data, and avoids drawing conclusions that the evidence does not support.
A strong storyteller: Can turn complex data and thousands of customer comments into a focused, memorable, and credible narrative.
Independent and resourceful: Can navigate ambiguity, find the right information, and move work forward with minimal supervision.
Proactive and action-oriented: Identifies emerging problems early and brings them to the appropriate partners without waiting for a formal request.
Detail-oriented: Notices inconsistencies in survey data, filters, metrics, customer comments, and reporting outputs.
Collaborative and low-ego: Welcomes input, works comfortably across functions, and focuses on producing the strongest possible insight.
Diplomatic but willing to challenge: Can respectfully question assumptions, create productive tension, and advocate for the customer when evidence warrants it.
Adaptable and composed: Can shift between urgent ad hoc requests, detailed analysis, deep-dive reporting, polished PowerPoint development, and executive requests while maintaining quality.
Dependable and organized: Consistently delivers accurate work on time and keeps analytical processes and stakeholder communication organized.
Qualifications




Bachelor's degree in marketing, business, customer research, data analytics, statistics, social science, or a related field; an advanced degree is a plus.
Three or more years of experience in customer insights, Voice of the Customer, UX research, digital analytics, market research, or a related analytical role.
Experience working with eCommerce websites, digital products, travel, hospitality, or other complex customer journeys is preferred.
Experience delivering insights within a large, cross-functional organization is strongly preferred.
What Success Looks Like




Emerging customer and technical issues are identified and communicated early.
Ad hoc analyses, deep dives, presentations, and reports are delivered accurately, clearly, and on schedule.
Analyses are methodologically sound, reproducible, and grounded in customer evidence.
Stakeholders can clearly understand the customer problem, its scale, and why it matters.
Customer feedback is consistently incorporated into product, design, research, and business decisions.
Survey and reporting processes remain organized, reliable, and well documented throughout the temporary assignment.