Head of Customer Journey Data Strategy

About the role

The Head of Customer Journey Data Strategy will define and lead the data vision, governance, and analytics strategy across the end‑to‑end guest journey. Reporting to the Chief Customer Journey Officer, this role partners with CRM, Digital, Marketing, Operations, Customer Care, IT and Brand teams to turn data into actionable insights that improve guest experience and business performance.

Key responsibilities

• Define and execute a data and analytics roadmap aligned with corporate and brand priorities.
• Establish an integrated measurement framework covering pre‑cruise, onboard, post‑cruise and customer care interactions.
• Develop long‑term vision for customer intelligence, predictive analytics, segmentation and personalization.
• Lead root‑cause analysis, translate findings into strategic recommendations and provide executive insights.
• Build, lead and develop a high‑performing Customer Journey Data & Analytics team.

Required profile

• Minimum 10 years of experience in customer experience, data strategy, analytics or related fields.
• Previous manager‑level role in a strategic consulting environment, preferably with hospitality or cruise industry experience.
• Proven track record of leading transformation programs and delivering measurable business outcomes.
• Master’s degree in Business Administration, Economics, Data Science, Statistics, Engineering, Marketing or related discipline.

Required skills

• Deep knowledge of customer journey analytics, predictive modeling and AI‑enabled analytics.
• Experience with data visualization tools, business intelligence platforms and dashboarding.
• Familiarity with CRM ecosystems and customer feedback platforms.
• Strong ability to translate complex data into clear executive storytelling.