Analyst, Loyalty Business & Configurations
Holland America Group, Miami, FL, United States
Loyalty Business & Configurations Analyst
The Loyalty Business & Configurations Analyst supports the day-to-day operations, analysis, and execution of Carnival's Loyalty program. This role serves as the primary business analyst and use case and test case owner for Loyalty products, ensuring accurate requirements, validation, and execution. The Analyst is responsible for executive-level status reporting, fraud detection support, case investigation, promotional setup coordination, and User Acceptance Testing (UAT). Acting as a critical partner to the Product Owner and cross-functional teams, this role helps ensure program accuracy, compliance, and smooth ongoing operations. Responsibilities Requirements, Use Cases & Product Support Support requirements gathering for Loyalty products by documenting business needs, use cases, and process flows Assist in drafting user stories, test cases, and acceptance criteria in partnership with the Product Owner and cross-functional teams Serve as a key execution partner to ensure requirements are clearly understood and validated throughout delivery Program Operations & Execution Support the day-to-day operations and execution of Carnival's Loyalty program, ensuring accuracy, compliance, and smooth ongoing performance Execute operational processes, including manual tier changes, points adjustments, and account updates in accordance with program rules Maintain detailed documentation and logs to support auditability, quality control, and operational consistency Reporting, Analysis & Insights Prepare recurring reports, dashboards, and executive-level status updates for leadership and stakeholders Track key program metrics, defects, open items, and promotional performance Support data compilation and analysis for product reviews, operational insights, and decision-making Fraud Review, Case Research & Issue Resolution Review loyalty activity to identify potential fraud, unusual patterns, or discrepancies Investigate customer cases related to points, tier status, and transactions by validating data across systems Document findings, support root-cause analysis, and escalate issues to appropriate teams as needed Promotion Setup & Cross-System Coordination Support loyalty promotion setup by coordinating with vendor and system configuration teams Review configuration requirements, track deliverables, and validate setups prior to launch Partner with Marketing, Technology, and Operations to ensure accurate and timely promotional execution Testing, Bug Tracking & Quality Support Participate in User Acceptance Testing (UAT) for new features and promotions by executing test cases and validating outcomes Log, track, and retest system defects through resolution in coordination with product, engineering, and vendor teams Maintain issue tracking documentation, including status, severity, ownership, and closure details Requirements Bachelor's Degree in Business, Marketing, Information Systems, Analytics, or related field. 3 years of experience in program coordination, operations, analytics, or customer support. Experience with loyalty programs, digital systems, or fraud operations is a plus. Familiarity with CRM, loyalty platforms, or ticketing systems preferred. Technology/IT experience, must Financial services experience/travel & hospitality industry experience Analytical Thinking Breaks problems down into clear steps and logical components. Attention to Detail Ensures accuracy in data validation and case investigation. Collaboration Works effectively with product, operations, engineering, and vendor teams. Accountability Follows through on assignments and ensures completeness. Adaptability Able to adjust to changing priorities and evolving processes. This position is classified as "in-office." As an in-office role, it requires employees to work from a designated Carnival office in South Florida, Monday through Thursday each week. Employees may work from their home on Fridays. Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area. At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival's discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including: Health Benefits: Cost-effective medical, dental and vision plans Employee Assistance Program and other mental health resources Company paid term life insurance and disability coverage Financial Benefits: 401(k) plan that includes a company match Employee Stock Purchase plan Paid Time Off: Holidays All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee's discretion. Vacation Time All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure. Sick Time All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year. Other Benefits: Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends Personal and professional learning and development resources including tuition reimbursement
The Loyalty Business & Configurations Analyst supports the day-to-day operations, analysis, and execution of Carnival's Loyalty program. This role serves as the primary business analyst and use case and test case owner for Loyalty products, ensuring accurate requirements, validation, and execution. The Analyst is responsible for executive-level status reporting, fraud detection support, case investigation, promotional setup coordination, and User Acceptance Testing (UAT). Acting as a critical partner to the Product Owner and cross-functional teams, this role helps ensure program accuracy, compliance, and smooth ongoing operations. Responsibilities Requirements, Use Cases & Product Support Support requirements gathering for Loyalty products by documenting business needs, use cases, and process flows Assist in drafting user stories, test cases, and acceptance criteria in partnership with the Product Owner and cross-functional teams Serve as a key execution partner to ensure requirements are clearly understood and validated throughout delivery Program Operations & Execution Support the day-to-day operations and execution of Carnival's Loyalty program, ensuring accuracy, compliance, and smooth ongoing performance Execute operational processes, including manual tier changes, points adjustments, and account updates in accordance with program rules Maintain detailed documentation and logs to support auditability, quality control, and operational consistency Reporting, Analysis & Insights Prepare recurring reports, dashboards, and executive-level status updates for leadership and stakeholders Track key program metrics, defects, open items, and promotional performance Support data compilation and analysis for product reviews, operational insights, and decision-making Fraud Review, Case Research & Issue Resolution Review loyalty activity to identify potential fraud, unusual patterns, or discrepancies Investigate customer cases related to points, tier status, and transactions by validating data across systems Document findings, support root-cause analysis, and escalate issues to appropriate teams as needed Promotion Setup & Cross-System Coordination Support loyalty promotion setup by coordinating with vendor and system configuration teams Review configuration requirements, track deliverables, and validate setups prior to launch Partner with Marketing, Technology, and Operations to ensure accurate and timely promotional execution Testing, Bug Tracking & Quality Support Participate in User Acceptance Testing (UAT) for new features and promotions by executing test cases and validating outcomes Log, track, and retest system defects through resolution in coordination with product, engineering, and vendor teams Maintain issue tracking documentation, including status, severity, ownership, and closure details Requirements Bachelor's Degree in Business, Marketing, Information Systems, Analytics, or related field. 3 years of experience in program coordination, operations, analytics, or customer support. Experience with loyalty programs, digital systems, or fraud operations is a plus. Familiarity with CRM, loyalty platforms, or ticketing systems preferred. Technology/IT experience, must Financial services experience/travel & hospitality industry experience Analytical Thinking Breaks problems down into clear steps and logical components. Attention to Detail Ensures accuracy in data validation and case investigation. Collaboration Works effectively with product, operations, engineering, and vendor teams. Accountability Follows through on assignments and ensures completeness. Adaptability Able to adjust to changing priorities and evolving processes. This position is classified as "in-office." As an in-office role, it requires employees to work from a designated Carnival office in South Florida, Monday through Thursday each week. Employees may work from their home on Fridays. Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area. At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival's discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including: Health Benefits: Cost-effective medical, dental and vision plans Employee Assistance Program and other mental health resources Company paid term life insurance and disability coverage Financial Benefits: 401(k) plan that includes a company match Employee Stock Purchase plan Paid Time Off: Holidays All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee's discretion. Vacation Time All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure. Sick Time All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year. Other Benefits: Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends Personal and professional learning and development resources including tuition reimbursement