Cruise Transformation Programme
Saga Cruises Ltd - March 2020
I managed a large-scale transformation programme within a leading cruise company, overseeing the build and delivery of two brand-new, state-of-the-art luxury cruise ships worth over £700m. Alongside the ship builds, the programme included a full review and modernisation of all business processes to improve efficiency, enhance customer satisfaction, and future-proof operations. In addition, I managed a series of high-profile ship launch events, including a grand naming ceremony attended by Queen Camilla.
Deliverables
Oversight of the build and delivery of two £700m+ luxury cruise ships.
Comprehensive review and modernisation of business processes across the company.
Delivery of efficiency improvements and customer satisfaction enhancements.
Management of multiple ship launch events, including royal and VIP attendance.
Robust programme governance, including board reporting, steering committee meetings, and risk/dependency management.
Coordination with shipyards, suppliers, and international business units.
Challenges
Managing the scale and complexity of a multi-ship build programme alongside business transformation.
- Overcame by establishing clear programme governance, phased delivery plans, and regular executive reporting to maintain alignment.
Modernising long-established business processes across multiple departments.
- Addressed through collaborative workshops, change management activities, and embedding new technology solutions to support process improvements.
Coordinating high-profile ship launch events with international stakeholders.
- Delivered by creating detailed event management plans and engaging with internal and external partners to ensure flawless execution.
Ensuring security at events attended by royal representatives and dignitaries.
- Resolved through close collaboration with royal representatives, port authorities, and police authorities.
Achievements
Successfully oversaw the delivery of two world-class cruise ships, with overall guest satisfaction scores of 9.5/10.
Delivered a modernised set of business processes that drove efficiency and improved customer satisfaction.
Strengthened organisational capability by embedding sustainable improvements across operations.
Embedded strong programme governance by producing board reports, chairing steering groups, and actively managing dependencies, risks, and issues.
Achieved two green audit results, demonstrating effective programme control and governance.
Executed high-profile launch events to an exceptional standard, including the grand naming ceremony attended by Queen Camilla, showcasing the brand on a global stage.
Enhanced cross-functional collaboration and created a scalable transformation framework for future ship launches and business initiatives.