Analyst - Customer Experience Analytics & Process Improvement

About the Role

Join Marina Bay Sands as an Analyst in the Customer Experience Analytics & Process Improvement team, a key function dedicated to enhancing both guest satisfaction and operational efficiency across various divisions including Hotel, Convention, Gaming, Attractions, F&B, and Retail. Leveraging data-driven insights and continuous innovation, you will partner with stakeholders to solve complex business challenges and generate meaningful impact.

Key Responsibilities

• Examine guest feedback, surveys, behavioral patterns, and CX performance indicators to detect trends and identify chances to elevate guest experience and operational results.
• Assist in creating and refining executive dashboards, automated reporting systems, and KPI monitoring tools to provide clear and actionable insights for leadership and stakeholders.
• Develop and maintain extensive CX databases and survey data repositories, ensuring data accuracy, integrity, and accessibility for comprehensive analysis.
• Employ SQL, Power BI, and related analytical tools to interpret intricate data sets and translate them into valuable recommendations that drive business decisions.
• Conduct ad-hoc analyses and regular monthly KPI reporting, demonstrating strong ownership, meticulous attention to detail, and systematic problem-solving skills.
• Collaborate with cross-functional teams to facilitate data-driven discussions, promote process improvements, and suggest strategies enhancing the customer journey.
• Design and sustain dynamic dashboards and reports that support the Voice of Customer (VoC) program along with wider CX initiatives.
• Apply statistical and data visualization methods to present findings clearly and persuasively to both technical stakeholders and business users.
• Assess the effectiveness of CX initiatives, contributing to continuous improvements through data-based evaluation and feedback.
• Contribute to strategic projects that deliver tangible value and strengthen the overall customer experience ecosystem.
• Prepare compelling presentations that narrate powerful data stories to align and engage stakeholders toward action.

Voice of Customer Platform Management

• Oversee the VoC platform, including tools like Qualtrics, by coordinating with IT and operations teams on system upgrades, user training, and adoption of survey and ticketing features.
• Enhance data collection and ETL workflows to ensure seamless analytics processes and dependable KPI metrics.
• Work with external vendors to support system improvements and platform optimization efforts.
• Provide expert guidance to platform users regarding functionalities, best practices, and efficient system utilization.

Additional Duties

• Engage in cross-departmental projects focusing on process and experience improvements.
• Handle ad-hoc assignments arising from evolving stakeholder needs, workshops, and business priorities.

Qualifications & Skills

• A Bachelor's degree in Business Analytics, Finance, Hospitality, Statistics, Computer Science, Mathematics, or closely related field.
• Proven practical experience in data analysis using SQL and Power BI, with an ability to convert raw data into strategic insights.
• Advanced proficiency in Excel including PivotTables, VLOOKUP, and statistical tools.
• Familiarity with customer experience platforms such as Qualtrics is advantageous.
• Capability to succeed in a fast-paced environment managing multiple priorities and on-demand tasks efficiently.
• Exposure to customer service, hospitality, or operations is a strong plus.
• Keen customer orientation with a passion for utilizing data to enhance guest experiences.
• Excellent communication and stakeholder engagement abilities to work effectively across departments and corporate levels.
• Attention to detail, resourcefulness, and strong organizational skills to juggle competing demands professionally.
• Competence in planning, execution, and ensuring tasks are seen through to completion.
• A collaborative team player with initiative, eagerness to learn, and a positive mindset.
• Experience managing vendors is beneficial.
• Willingness to work flexible hours when necessary.
• Upholds high ethical standards, accountability, and adaptability in a complex environment.
• Professional demeanor and presentation skills.
• Embodies the company's core values: Passion, Creativity, Teamwork, Respect, and Integrity.

Diversity and Commitment

Marina Bay Sands is dedicated to fostering a diverse, equitable, and inclusive workplace, ensuring equal opportunities while growing our talent pool to support company expansion in Singapore. All employees are expected to comply with company policies, ethical standards, and conduct regulations.