Sr. Analyst, Strategy & Operations – Contact Center (Sales/Marketing) Viking is an industry-leading and award-winning travel company offering guests destination-focused experiences across our River, Ocean, and Expedition products. The Contact Center, the largest corporate department, is pivotal in the customer pre- and post-cruise experience communicating with guests from selling a cruise, to service inquiries, to booking flights to post-trip customer service. The Sr. Analyst, Strategy and Operations plays a key role in providing analysis to support business decisions. You will work closely with Contact Center management and Operations as well as Marketing to develop and execute strategic initiatives to support sales growth and customer service improvement. You will thrive in this role if you have: Robust analytical and problem-solving skills – You can quickly navigate large amounts of quantitative and qualitative data to develop clear, actionable insights. You understand the overall business objectives, how to develop strategies but also know how to operationalize and execute recommendations. You are innovative and resourceful, adapting to ambiguous situations and providing rational executable solutions. Strong project management skills – You can handle multiple projects, produce quality work product with attention to detail and meet tight deadlines as required. You prioritize and focus on highest impact workstreams to meet goals. Strong communications skills – You can easily adapt communications to fit the audience – from succinct data-driven presentations to executives to action plans that staff easily comprehend. You collaborate well with myriad colleagues (Marketing, Tech, Sales, Service and Air) to bring shared projects to fruition. Primary projects and duties include: Strategic initiatives. Serve as project manager, working with cross-functional teams to determine the best approach, document roadmaps, track progress and ensure the team meets timeline and project goals. Develop models to forecast impact of initiatives and to set goals. Operating improvements. Synthesize data into actionable findings and recommendations to management. Operationalize recommendations and monitor execution. Reporting and Dashboards. Set the standards of how we measure progress towards goals. Ad hoc projects as needed Qualifications Bachelor’s degree in an analytical field (e.g., Finance, Economics, Engineering, Mathematics) 6 years of experience in consulting, finance, or strategy Excellent analytical skills with advanced proficiency in Excel modeling. Proficiency in SQL, Python, and R a plus Strong written and verbal communication skills with ability to adapt appropriate messages from senior executives to staff to guests Robust project management and organizational skills with strong attention to detail Strong work ethic with a commitment to professional work product and deadlines Collaborative work style, positive attitude and consensus-building skills Compensation & Benefits Excellent Medical, Dental, Vision, Life and Disability Insurance benefits at a highly subsidized rate 401(k) with company annual match Transportation reimbursement Paid training Paid vacation Paid holidays Opportunity to take a free and/or discounted Viking cruise Other travel discounts through IATA Discounted theater, theme park and movie tickets Employee wellness program Gym membership benefits About Viking Viking was founded in 1997 and offers destination-focused journeys on rivers, oceans and lakes around the world. With 250 awards to its name, Viking currently operates a fleet of state-of-the-art ships that have received numerous accolades since their launch from industry experts and travelers alike. Viking was voted the 1 River Line and the 1 Ocean Line by Travel Leisure in the 2022 World’s Best Awards. Viking is also rated 1 for both Rivers and Oceans by Condé Nast Traveler, becoming the first cruise line ever to simultaneously earn 1 in its categories from both publications. Viking marks its 25th anniversary in 2022; by the end of the year, Viking will have welcomed two new identical expedition ships, as well as two new identical ocean ships, new Viking Longships® in Europe and new purpose-built vessels for the Nile, Mekong and Mississippi rivers.