Stellenbeschreibung
Where passion meets opportunity
The best of your adventures is the one you have yet to sail!
Your Purpose
Join MSC Cruises for an internship supporting the design, understanding, and continuous improvement of the end-to-end Customer Journey. The role combines customer journey mapping, service standards, guest insights, and project coordination across pre-cruise, embarkation, onboard, disembarkation, post-cruise, and Customer Care touchpoints.
You will work closely with the Customer Journey department and cross-functional stakeholders to identify improvement opportunities, document journeys and standards, support ongoing initiatives, and translate guest feedback into structured recommendations and follow-up actions.
Your Impact
- Collaborate with internal stakeholders to ensure consistency across the guest journey.
- Maintain action trackers and monitor the progress of Customer Journey improvement initiatives.
- Support cross-functional projects aimed at improving the guest experience.
- Prepare presentations, summaries, and documentation for Customer Journey initiatives.
- Contribute to benchmarking activities, including guest feedback, mystery shopping, and competitive reviews.
- Support guest experience analyses to identify pain points and improvement opportunities.
- Assist in the development, review, and maintenance of Customer Journey standards.
- Support the mapping and review of end-to-end guest journeys across all travel touchpoints.
Your Journey so far
- Degree, or currently enrolled, in Business, Hospitality, Customer Experience, Marketing, Data Analytics, or a related field.
- Strong customer-centric and analytical mindset, with excellent attention to detail and structured problem-solving skills.
- Ability to organise information clearly and translate feedback into concise insights, journey documentation, and actionable outputs.
- Good project coordination, communication, and stakeholder collaboration skills.
- Advanced Microsoft Office skills, particularly PowerPoint and Excel.
- Fluent in English; additional languages are an advantage.
- Basic understanding of customer journey mapping, service design, guest satisfaction metrics, and NPS.
- Interest in hospitality, luxury travel, guest experience, service improvement, and cross-functional transformation.
- Familiarity with survey analysis, open-comment analysis, benchmarking, or service standards.
- Previous internship or project experience in customer experience, hospitality, consulting, research, or project management is an advantage.
Your Essentials
- Hands-on experience across journey mapping, service standards, guest insights, and Customer Journey improvement projects.
- Exposure to the full guest lifecycle and collaboration with a broad range of corporate, operational, and onboard stakeholders.
- Opportunity to contribute to tangible improvements in a global, dynamic, and guest-focused environment.
- Valid Internship Agreement
Our commitment
We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.
Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!