Customer Journey Manager (UK) Full Time

The best of your adventures is the one you have yet to sail!

Your Purpose

The Customer Journey Manager (UK) supports the delivery of high-quality, culturally relevant guest experiences for UK and Irish guests across the end-to-end onboard journey, with a strong focus on Food & Beverage (F&B) as well as hospitality, entertainment and service interactions.

Acting as the voice of the UK guest, the role gathers and analyses guest feedback, market trends and performance data to inform Global Product, Guest Experience, Entertainment, Hospitality and Marketing teams. The role operates in a support and advisory capacity, contributing UK-specific insights and recommendations while supporting the execution of HQ-approved initiatives in line with global standards and governance.

The position is employed by the UK entity and works under the direction and oversight of Global Product Marketing, Guest Experience and Commercial leadership.

Your Impact

• UK Guest Insights & Voice of Customer
• Collects and synthesizes UK guest insights across the full guest journey, including hospitality, entertainment, service delivery, onboard amenities and Food & Beverage experiences.
• Analyses NPS/CSAT data, verbatim feedback, onboard observations, customer claims and digital insights to identify key drivers of satisfaction and engagement for UK guests.
• Prepares structured insight reports and evidence-based recommendations for HQ Product, Guest Experience, Hospitality, Entertainment and Marketing teams.
• Guest Experience Execution Support (HQ-Approved)
• Provides UK guest preference insights to inform HQ-led guest experience initiatives and potential HQ-approved localized adaptations.
• Supports the implementation and coordination of HQ-approved experience elements across hospitality, entertainment, service interactions and selected F&B touchpoints for UK-focused sailings.
• Coordinates with onboard and shore-based stakeholders to support consistent execution in line with global brand standards.
• Consolidates post-implementation feedback and operational observations and reports learnings to HQ stakeholders.
• Marketing & Commercial Insights (Advisory Role)
• Provides UK market and guest behavior insights to support HQ Marketing and Commercial teams, including messaging preferences, engagement triggers, and value perception.
• Provides evidence-based insights on content themes and experience elements that resonate with UK guests – information used by HQ to refine overall content positioning and highlights
• Supports the local execution of HQ-approved marketing initiatives and onboard communications.
• Pilot Coordination & Performance Reporting
• Supports the coordination of HQ-approved pilots related to the guest experience (e.g. service enhancements, entertainment adjustments, curated experience moments, selected F&B trials)
• Assists with briefing, logistics alignment, and data collection in collaboration with functional owners.
• Tracks agreed performance indicators and consolidates results into structured reports to support HQ evaluation and decision-making.
• Training & Cultural Content Support
• Contributes UK-specific cultural insights and guest expectations to HQ-designed training and learning programs across hospitality, entertainment, service delivery and F&B.
• Supports the rollout of approved training initiatives and gathers feedback on effectiveness and guest perception.
• Performance Monitoring & Continuous Improvement
• Monitors UK guest satisfaction, engagement, and experience-related KPIs across key onboard touchpoints.
• Identifies trends, risks, and improvement opportunities and escalates findings to HQ
• Maintains a regular reporting cadence with Global Product & Guest Experience stakeholders.
• Market Monitoring & Reporting
• Monitors UK hospitality, leisure, and entertainment trends, competitor practices and evolving guest expectations relevant to the cruise experience.
• Delivers periodic insight reports to HQ to support experience planning and prioritisation.

Your Journey so far

• Bachelor’s degree in Hospitality Management, Marketing, Business, Tourism, or a related field or equivalent professional experience.
• 10+ years of experience in guest experience, hospitality, entertainment, Food & Beverage support, marketing insights, or customer experience analytics within a complex, multi-site or service-driven environment.
• Experience within premium hospitality, leisure, cruise or travel-related industries is strongly preferred.
• Solid understanding of end-to-end guest journeys, including hospitality standards, service delivery, entertainment experiences and Food & Beverage touchpoints.
• Strong knowledge of UK consumer preferences and travel behaviour, with demonstrated ability to interpret guest feedback, cultural expectations and market trends specific to the UK market.
• Proven ability to synthesize quantitative and qualitative data (e.g. NPS/CSAT, guest verbatims, surveys, performance metrics) into clear, structured and actionable insights.
• Experience supporting marketing or commercial teams through customer insight generation, competitor analysis or campaign performance reporting.
• Ability to contribute evidence-based recommendations on messaging, content positioning, and experience highlights that resonate with UK guests, within an HQ-led governance and approval framework.
• Strong communication and stakeholder-management skills, with the ability to influence through insight rather than formal authority.
• Willingness to travel up to 50%, primarily to UK embarkation ports and corporate offices, to support training, coordination and governance activities.

Your Essentials

• Full Right to Work in the UK required

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!