Analyst, Consumer AI

The Analyst, Consumer AI Analytics & Insights is responsible for measuring, analyzing, and optimizing the performance and business impact of Consumer AI initiatives. This role serves as the analytical engine of the Consumer AI team, providing data-driven insights that support AI strategy, use-case prioritization, solution performance, adoption, and value realization.

The Analyst partners closely with the Director, Consumer AI and Manager, Consumer AI Solutions to identify AI opportunities, evaluate initiative performance, develop KPI frameworks, conduct experimentation, and communicate outcomes to stakeholders. This role combines analytics, business intelligence, customer insights, and AI performance measurement to help ensure Consumer AI investments deliver meaningful guest, commercial, and operational value. 

Essential Functions:

AI Analytics, Measurement, and Insights

• Develop KPI frameworks and measurement plans for AI initiatives

• Analyze customer, digital, loyalty, marketing, ecommerce, and operational data to identify AI opportunities

• Create dashboards and scorecards tracking AI adoption, effectiveness, utilization, and business value

• Measure revenue impact, productivity improvements, containment rates, customer satisfaction, and operational efficiencies

• Perform trend analysis to identify optimization opportunities and emerging patterns

• Support AI performance measurement from pilot through production deployment

AI Evaluation, Testing, and Optimization

• Support user acceptance testing (UAT), pilot programs, and solution validation activities

• Document test plans, testing results, defects, risks, and enhancement recommendations

• Assist in evaluating AI-generated outputs for quality, accuracy, relevance, consistency, and compliance

• Coordinate stakeholder feedback collection, issue tracking, and resolution monitoring

• Support prompt testing, solution evaluations, model assessments, and AI performance benchmarking

• Design and support A/B testing, pilot measurement, and experimentation frameworks

• Analyze adoption trends, engagement patterns, containment rates, escalation behavior, and feature utilization

• Evaluate effectiveness, intent recognition accuracy, resolution effectiveness, and customer experience outcomes

• Provide recommendations to improve AI experiences, workflows, personalization, and business results

Executive Reporting and Business Intelligence

• Develop executive scorecards, dashboards, and recurring AI performance reports

• Create presentations and insights for leadership reviews, roadmap discussions, and AI governance forums

• Monitor progress against AI success metrics and strategic objectives

• Support the creation of quarterly business reviews and AI value realization updates

• Translate complex data into clear business insights and actionable recommendations

Governance, Documentation, and Portfolio Support

• Support Responsible AI measurement and governance reporting

• Maintain documentation related to AI initiatives, metrics, assumptions, and outcomes

• Assist with roadmap planning, prioritization, and portfolio tracking processes

• Support operating model development and AI initiative intake processes

• Maintain data integrity and reporting standards across AI programs

Performs Other Duties as Assigned

• Support strategic AI initiatives and special projects

• Assist with departmental planning, reporting, and operational activities

• Contribute to ongoing development of Consumer AI capabilities

Knowledge, Skills & Abilities:

• Scope: This role serves as the primary analytics and insights resource for the Consumer AI team. The Analyst is responsible for measuring the effectiveness of AI initiatives, identifying opportunities through data analysis, and helping leadership make informed decisions regarding AI investments, priorities, and optimization opportunities. Success is measured through the quality of insights delivered, accuracy of reporting, identification of high-value opportunities, and the measurable business impact of AI programs.

• Problem solving: Ability to analyze large and complex datasets, identify trends and patterns, develop data-driven recommendations, and translate findings into actionable business insights. Demonstrated capability to work through ambiguity, evaluate competing hypotheses, and solve business problems through analytical approaches.

• Impact: Directly influences AI investment decisions, roadmap prioritization, solution optimization, and value realization efforts. Recommendations from this role impact customer experience improvements, revenue growth opportunities, operational efficiencies, and the overall effectiveness of Consumer AI initiatives

• Leadership: Leads through analytical expertise, business insight, and influence. Partners effectively with business, product, technology, analytics, and customer experience teams to support data-driven decision-making and continuous improvement.

Essential/Minimum qualifications:

• Bachelor's degree in Business, Analytics, Information Systems, Marketing, Data Science, Computer Science, or related field

• Strong analytical and problem-solving skills

• Experience working with data analysis, reporting, project coordination, or business analysis activities

• Strong written and verbal communication skills

• Ability to work effectively with cross-functional business and technology teams

Essential experience required:

• 2+ years of experience in business analysis, analytics, digital product support, project management, consulting, technology, or related fields

• Experience gathering requirements, documenting processes, and supporting cross-functional initiatives

• Experience using reporting and visualization tools such as Power BI, Tableau, Excel, or equivalent

• Experience developing reports, dashboards, KPIs, and business insights

• Familiarity with AI, Generative AI, digital products, automation, analytics, or emerging technology initiatives preferred

• Experience supporting testing, quality assurance, or user acceptance testing activities preferred

• Strong proficiency with Microsoft Office applications, particularly Excel and PowerPoint

• Ability to manage multiple priorities in a fast-paced and evolving environment

• Experience preparing executive presentations, status updates, and business recommendations preferred

Preferred Qualifications:

• Experience working with Microsoft Copilot, Copilot Studio, Power Platform, or AI-enabled business tools

• Experience supporting digital transformation, automation, or innovation initiatives

• Basic understanding of prompt engineering, AI governance, and responsible AI concepts

• Experience in ecommerce, marketing, loyalty, customer experience, travel, hospitality, or cruise industries preferred

Travel: Less than 25% with shipboard travel likely

Work Conditions:Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Physical Demands. Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

This position is classified as “in-office.”  As an in-office role, it requires employees to work from a designated Carnival office in South Florida Monday through Thursday each week. Employees may work from their homes on Fridays.  Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area. 

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.   

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including: 

• Health Benefits: 
  • Cost-effective medical, dental and vision plans 
  • Employee Assistance Program and other mental health resources 
  • Additional programs include company paid term life insurance and disability coverage  
• Financial Benefits: 
  • 401(k) plan that includes a company match 
  • Employee Stock Purchase plan 
• Paid Time Off 
  • Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.  
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure. 
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.   
• Other Benefits 
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends 
  • Personal and professional learning and development resources including tuition reimbursement  
  • On-site Fitness center at our Miami campus 

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