Sr. Business Analyst

The Essence of Excellence: The Gold Standards

The Gold Standards are the bedrock of the Ritz-Carlton experience, setting us apart in the industry and establishing a legacy of unparalleled service. These standards embody the values and culture that define our brand, and serve as the compass guiding our every endeavor.

The Employee Promise

At The Ritz-Carlton, our Ladies & Gentlemen are the most important resource in our service commitment to each other and our guests. By applying the principles of trust, honesty, respect, integrity, and commitment, we empower and nurture talent to the benefit of each individual and the company. The Ritz-Carlton fosters a culture where all are valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.

Job Summary

The Senior Business Analyst – Digital Technologies will play a critical role in shaping and delivering best-in-class digital experiences for guests of The Ritz-Carlton Yacht Collection. This individual will partner across business, technology, and product teams to define, analyze, and implement solutions across customer-facing platforms, including web and mobile platforms.

Key Responsibilities

• Facilitate requirements gathering and digital technologies analysis efforts for digital customer experience initiatives across pre-cruise, onboard, and post-cruise journeys.
• Collaborate with stakeholders across marketing, operations, guest services, and IT to identify opportunities for enhancing the digital guest experience.
• Translate business needs into clear, actionable functional and technical requirements (user stories, process flows, use cases).
• Partner with Product Managers and engineering teams in Agile/Scrum environments to deliver high-quality digital solutions.
• Analyze customer data, behavior, and feedback to inform product decisions and continuous improvement efforts.
• Support integration efforts across systems such as CRM, booking platforms, mobile apps, and third-party services.
• Drive process optimization and identify efficiencies within digital workflows and customer touchpoints.
• Facilitate workshops, stakeholder interviews, and cross-functional alignment sessions.
• Participate in testing efforts (UAT), ensuring solutions meet business requirements and deliver exceptional user experiences.
• Act as a subject matter expert on digital customer journeys within a luxury travel and hospitality context.

Qualifications & Experience

• 5+ years of experience as a Business Analyst, with at least 2 years in a senior or lead capacity.
• Experience working on digital platforms (web, mobile apps, eCommerce, customer experience systems).
• Strong understanding of Agile methodologies and experience working within Scrum teams.
• Proven ability to gather, document, and translate complex business requirements.
• Experience with tools such as JIRA, Confluence, Figma, or similar.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and stakeholder management skills.
• Experience in hospitality, travel, cruise, or luxury service industries is highly preferred.

Preferred Qualifications

• Experience with customer data platforms (CDPs), CRM systems, or personalization engines.
• Familiarity with booking engines, reservation systems, or loyalty platforms.
• Exposure to digital analytics tools (e.g., Google Analytics, Adobe Analytics).
• Understanding of omnichannel customer experience strategies.

Why Join Us

At The Ritz-Carlton Yacht Collection, you will be part of a team redefining luxury travel at sea. This role offers the opportunity to shape innovative digital experiences that elevate every stage of the guest journey, working alongside a global team committed to excellence and continuous innovation.

About the Role

The Ritz-Carlton Yacht Collection is an Equal opportunity, inclusive employer and will consider all applicants for employment with the Company on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.