Head of Customer Journey Data Strategy (AI)

Location: Geneva, Switzerland; onsite role.

Company

hirify.global is a luxury cruise brand operated by MSC Cruises, focused on guest-centric travel experiences.

What you will do

• Define and execute the Customer Journey data and analytics roadmap in line with corporate and brand priorities.
• Establish an integrated measurement framework across pre-cruise, onboard, post-cruise, and customer care touchpoints.
• Develop customer intelligence, predictive analytics, segmentation, and personalization capabilities.
• Use feedback, surveys, complaints, operational metrics, behavioral data, and competitive research to identify journey pain points and improvement opportunities.
• Translate root-cause analysis into strategic recommendations and concise executive insights.
• Build and lead the Customer Journey Data & Analytics team while managing priorities, external partners, research providers, and consulting support.

Requirements

• At least 10 years of professional experience in customer experience, customer journey, data strategy, analytics, business intelligence, management consulting, or a closely related field.
• Previous Manager-level experience or above within a recognized strategic consulting company.
• Demonstrated hospitality industry experience; cruise, travel, leisure, luxury hospitality, airline, or other guest-centric service experience is relevant.
• Proven experience leading strategic transformation programs and converting analysis into measurable business outcomes.
• Experience building or leading analytics, insights, data strategy, or customer strategy teams.
• Strong experience advising senior executives and navigating complex cross-functional stakeholder environments.
• Deep knowledge of Customer Journey analytics, journey measurement frameworks, predictive modeling, and data-driven decision-making across the end-to-end guest journey.
• Strong command of customer experience metrics and frameworks, including NPS, CSAT, CES, loyalty, and customer value metrics.
• Experience with customer feedback platforms, CRM ecosystems, business intelligence, dashboarding, and data visualization tools; understanding of AI-enabled analytics, personalization engines, data governance, and customer intelligence capabilities.
• Excellent executive storytelling skills and the ability to turn complex evidence into clear business choices.

Nice to have

• Master’s degree in Business Administration, Economics, Data Science, Statistics, Engineering, Marketing, or a related discipline.
• Additional qualifications in analytics, customer experience, strategy, digital transformation, or data governance.

Culture & Benefits

• Inclusive environment that values diverse perspectives and individual authenticity.
• Wellbeing resources, wellness programs, mental health support, and work-life balance initiatives.
• Continuous learning, regular feedback, inclusive career growth, and advancement opportunities.
• Global community of colleagues with shared goals and values.