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Description

ABOUT US

Our philosophy at The Travel Corporation (TTC) is simple, we create enriching experiences for travelers by combining an unbeatable mix of exceptional service and quality at great value. As a global business with over 100 years of experience in the travel industry, our ethos of being 'Driven by Service', ensures we keep our values of passion, people and purpose at the heart of everything we do - designing and running immersive, innovative and responsible travel experiences for our guests across 70 countries. Join us in creating life-changing moments for every guest across our award-winning brands and experience the TTC difference.

OUR VALUES

• Driven by service
• An inherent passion for travel
• Commitment to our customers and to our people
• Commitment to social responsibility and our 5-year sustainability strategy

POSITION SUMMARY

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.

KEY 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.

Requirements

ROLE SUCCESS CRITERIA

• Experience Consistency: Reduction in comments (in post-trip surveys and Feefo reviews) noting an inconsistent experience across various Uniworld products.
• Content Accuracy: Reduction in discrepancies between marketing promises and guest feedback (measured via post-trip surveys).
• Guest Satisfaction: Improvement in Net Promoter Score (NPS) and metrics measured in brand health tracking surveys.
• Effective Project Management: Tendency of projects to be completed in a timely and accurate manner.
• Insight Implementation: Number of actionable recommendations adopted by marketing and operations teams.
• Cross-Functional Engagement: Positive feedback from internal stakeholders on collaboration and communication effectiveness.
• Reporting: Completion of customer experience audits (whether in-field or at-home) and timely delivery of observation reports.

KEY INDIVIDUAL TRAITS

• Attention to detail: Carefully reviews work to ensure accuracy, quality, and completeness. Adheres to rules and procedures.
• Boldness: Approaches tasks and decisions with confidence and a proactive mindset, willingness to speak up and challenge the status quo.
• Service Orientation: Strives to deliver exceptional service with empathy, responsiveness, and a solutions-focused approach.

YOUR EXPERIENCE AND EXPERTISE

• 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)

TRAVEL & OTHER REQUIREMENTS

• Work Location: Hybrid (office & remote) in Calabasas, CA.

The Travel Corporation is an equal opportunity employer and does not discriminate against race, color, creed, sex, gender, religion, marital status, age, national origin, sexual orientation, or any other consideration made unlawful by federal, state, or local laws or ordinances. The Travel Corporation is proud to be an equal opportunity employer. We not only encourage and support diversity in the workplace, we celebrate it! If you feel you have the skills and experience to thrive in a supportive and inclusive environment, we want to hear from you!