Explora Experience Centre Business Analyst
Job Description
Where passion meets opportunity
Discover your journey into the extraordinary.
Your Purpose
Explora Journeys is a vibrant, cosmopolitan, European luxury brand, imagined in the heart of Swiss hospitality in Geneva. Leveraging our parent company MSC Group’s hundreds of years of maritime expertise, our fleet of six luxury ships (four currently in the pipeline) are being built and designed in a totally different and unique way that will transform and redefine the cruise experience, creating a category of its own, appealing to the next generation of luxury travellers.
The Explora Experience Centre Business Analyst plays a central role in transforming operational, financial, and guest experience data into actionable insights that elevate Explora Journeys’ multilingual, omni-channel contact centre operations across South Africa, Manila, the UK, Europe, Australia, and the USA.
This role is responsible for translating data into clear, actionable insights that drive service excellence, operational efficiency, and revenue growth customizing advanced intelligence, dashboards, and analytical models in Power BI, ensuring that leadership teams have the intelligence needed to deliver white-glove service and world class guest experiences. The Contact Centre Intelligence Analyst will partner closely with Operations, Workforce Management, Quality Assurance, and Senior Leadership to influence strategic decisions, enhance efficiency, and support the company’s luxury standards.
An exciting opportunity exists for a talented Professional to join our growing luxury travel brand Explora Journeys. This role is based in our Johannesburg office.
Your Impact
Data Analysis & Insight Generation
- Analyse complex datasets across languages, channels, and geographies to uncover trends, performance gaps, and opportunities.
- Translate data into clear, actionable insights that drive service excellence, operational efficiency, and revenue growth.
- Identify root causes of performance challenges and support cross-functional teams with targeted recommendations.
Collaboration & Strategic Support
- Serve as a key analytical partner to Operations, WFM, QA, Training, and Senior Leadership.
- Deliver insights that support strategic planning, resource allocation, and performance optimisation across a global network.
- Communicate findings through compelling storytelling tailored to both technical and non technical stakeholders.
- Contribute to the development of BI best practices, documentation, and data governance frameworks.
Reporting & Dashboard Development
- Customize and evolve existing Power BI dashboards and interactive reports that support daily operations, executive decision-making, and long-term planning.
- Create automated reporting solutions that provide near-real-time visibility into Experience Centre KPIs.
Operational & Guest Experience Intelligence
- Monitor and analyse guest behaviour patterns, demand trends, booking/contact drivers, and service delivery metrics.
- Provide insights that help maintain and elevate Explora Journeys’ white glove luxury service standards.
- Support guest experience initiatives with data-driven recommendations that enhance satisfaction and loyalty.
Your Journey so far
- Strong experience with Power BI (Report editing and visualisation best practices) and data visualisation tools.
- Significant experience (5+ years) in Contact Centre analytics or data-led roles, ideally within travel, hospitality, or consumer industries.
- Proven ability to translate complex data into actionable outcomes and to interpret large volumes of operational and customer data, identifying clear insights and trends.
- Exposure to contact centre platforms (AWS/Genesys, Salesforce, QA, WFM tools).
- Demonstrated experience in data governance, reporting frameworks, and KPI development
- Experience supporting global or multilingual contact centre environments preferred.
Your Essentials
- Bachelor’s degree in Business, Economics, Computer Science or a related field.
- Strong Excel skills; experience with SQL, Python or R is beneficial.
- Certifications in data analytics, BI platforms, or cloud technologies (advantageous).
- Excellent communication and interpersonal skills.
- High attention to detail and strong analytical reasoning.
- Ability to manage multiple priorities in a fast-paced, multi country environment.
- Proactive, collaborative, and solution oriented mindset.
At Explora Journeys, we are redefining luxury ocean travel — where discovery, well-being, and a deep respect for the seas come together in harmony.
We seek passionate professionals who share our vision of a more immersive, transformative way to discover the world’s most inspiring destinations by sea.
Are you ready to turn your passion into something extraordinary? Join us at Explora Journeys, where an ocean of opportunities awaits. Your journey to the Ocean State of Mind starts here.