Customer Journey Intern

Key facts

What you bring

• 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

Your tasks

• 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

What they offer

• 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
• Commitment to diversity, inclusion, and sustainable impact on guests, employees, and the planet

About the role

The internship supports the design, understanding, and continuous improvement of the end-to-end Customer Journey at MSC Cruises. 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. Responsibilities include collaborating with the Customer Journey department and cross-functional stakeholders to identify improvement opportunities, documenting journeys and standards, supporting ongoing initiatives, and translating guest feedback into structured recommendations and follow-up actions.

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