Contact Centre Insights & Analytics Manager

Job Description

Are you passionate about turning data into actionable insights that drive business performance? Do you thrive in a fast-paced, people-focused environment where your leadership can make a real impact? If so, wed love to hear from you.

At Carnival UK, were looking for a dynamic and forward-thinking Manager, Insights & Analytics to lead our talented team of analysts in delivering high-quality data solutions that support our contact centre operations and strategic goals. Youll champion agile ways of working and leverage modern platforms like SQL, Power BI, and Snowflake to unlock the full potential of our data.

What Youll Be Doing:

Lead the end-to-end development and delivery of data processes—from acquisition and cleansing to analysis and reporting —using tools such as SQL and Snowflake. Provide insightful analysis, dashboards, and recommendations via Power BI that influence decision-making across the contact centre and wider business. Build strong relationships with senior stakeholders and cross-functional teams to ensure alignment with business priorities. Coach and develop a high-performing team of analysts, fostering innovation and continuous improvement. Oversee the production of regular and ad-hoc reports on sales, guest experience, campaign performance, and more. Drive performance improvement through data-led insights and strategic forecasting.

What Were Looking For:

Proven experience in insights and analytics, ideally within a contact centre or customer-focused environment. Strong leadership skills with a track record of managing and developing analytical teams. Expertise in data visualisation, cloud-based analytics platforms, and reporting tools. Familiarity with agile ways of working and a continuous improvement mindset. Excellent communication and stakeholder management skills. A strategic mindset with the ability to influence senior leaders and drive change. A degree in business, computer science, or a related field (Masters desirable).

Positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President), this role is classified as a CUK07, offered as a full-time position, on a permanent basis, we offer hybrid work including up to two days from home.

Why Join Us?

This is a fantastic opportunity to shape the future of data-driven decision-making at Carnival UK. Youll play a key role in enhancing guest experience, improving operational efficiency, and supporting our mission to deliver unforgettable holidays.

Our benefits package reflects our commitment to your wellbeing:

Employee Discounted Cruising plus Friends and Family offers Annual bonus  A friendly welcome with help settling in Regular office events including live entertainment, lifestyle events and charity partner fundraisers  Extensive learning and development opportunities  Minimum 25 days leave, bank holiday allowance and holiday trading scheme Employee-led networks Employee Assistance and Wellbeing programmes Recognition scheme with prizes and awards Contributory Defined Contribution Pension scheme Company paid private medical and dental insurance and health assessment In-house Occupational Health help and access to digital GP Life Assurance Parental and adoption leave Employee Shares Plan  Electric Car and Cycle to Work schemes Onsite restaurant offering range of healthy cooked and grab and go meals Discounted retail and leisure via discounts portal

 

Ready to Lead?

If guiding a Guest Experience team to new heights excites you, we're eager to hear from you. Apply now to start your journey with us, where your performance-led leadership will make a difference in our shared success. 

Recruitment Journey

For more information on your recruitment journey, please visit https://bit.ly/CUKCandidateJourney. 

 

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About Us

Holidays are one of lifes greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise.No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the worlds largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britains rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion.Its through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travels Employer of Choice.