Lead, Service Culture & Employee Experience in Miami, FL at Royal Caribbean Cruises Ltd.

Date Posted: 10/6/2019

Job Snapshot

Job Description


The Service Culture and Employee Experience Lead is a strategic professional that partners with executives and senior management, on land and at sea, to develop, implement and sustain the organization wide The ROYAL WAY brand culture and ignite our teams talent and engagement.  Develops, manages and implements organizational strategies to foster and maintain our inspiring The ROYAL Way brand culture to optimize the company’s performance and overall effectiveness on land and at sea for the whole Royal Caribbean International brand. 

The Service Culture and Employee Experience Lead also partners with shipboard management to help advance and maintain an inspiring customer service culture where every employee delivers a Friendly, Passionate, and Committed experience to every guest and crew member every time.  The position reports to the Director of Human Resources Shipboard for RCI.


  1. Drives and facilitates the creation of brand initiatives to inspire our crew members and employees across the brand.
  2. Builds pride, a sense of belonging and dedication to our guests and crew through employee engagement programs and interactions.
  3. Identifies corporate culture gaps and engagement opportunities and provides guidance to shipboard and shore side management and senior management pertaining to effectiveness of delivery and execution of The ROYAL WAY standards and brand initiatives.
  4. Utilizes and analyzes data gathered from various sources (NPS, crew satisfaction reports, crew and guest comments, surveys, focus groups, etc.) to drive programs development and works with the business to recommend and implement solutions.
  5. Partners with HR and Operations professionals and leaders to develop and implement cutting edge best practices and monitors their application throughout the brand.
  6. Works closely with Hotel and Marine Operations to develop initiatives, techniques, communication strategies, and marketing tools to foster a customer service culture onboard at all levels and for everyone regardless of location.
  7. Collaborates in the creation and communication of high impact The ROYAL WAY recognition & reward programs and events aligning with business objectives
  8. Actively contributes to the internal and external communication, brand culture and engagement strategy and initiatives over various channels; emails, brand intranet information, social media, brand meetings, crew apps, etc.
  1. Responsible for developing cohesive, integrated communications for employees that drive employee engagement and business results.
  1. Oversees the development and production of inspiring and engaging The ROYAL WAY brand culture collateral, giveaways, etc. pertaining to recognition, events, milestones, etc.
  2. Builds relationships with vendors and outsource organizations in the pursuit of deliverables for the above mentioned activities.
  3. Supports online collaboration/training platforms through engagement strategy .
  4. Partners with Operational areas and various divisions to deliver brand-related and enterprise-wide events that inspire out talent and foster engagement.
  5. Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Job Requirements


 Bachelors degree in Business or Human Resources.

  • Focus in Organizational Efficiency and Service culture highly desirable. Masters degree preferred. 
  • 5 - 7 years experience in an HR or communications role.


  • Candidate must have experience in management or consulting in a dynamic, highly complex global environment and a solid understanding of brand culture.
  • Successful track record of strategic work with business partners at all levels (from Sr Leader to individual contributors.)
  • Strong analytical, written and verbal communications skills.
  • Self-starter, creative thinker and solid decision maker.
  • Excellent organizational, project management and problem-solving skills in cross-functional projects and environments.
  • Ability to create meaningful, inspiring and engaging culture / brand experiences
  • Proven skills in the use of multiple communications tools, including PowerPoint, Survey tools, and email tools, such as ….
  • Manages confidentiality without exception; demonstrates outstanding judgment
  • Detail oriented and able to manage multiple tasks/projects simultaneously
  • Budget management experience.


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