Analyst (Voice of Customer)

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Be part of our diverse and inclusive team.

JOB SCOPE

Background

At Marina Bay Sands, the Customer Experience Analytics & Process Improvement (CX&PI) team is entrusted with the responsibility to work collaboratively with all operational units of the integrated resort and support them in continuously striving for operational excellence. This is achieved through a razor-sharp focus creating baseline measurements, service innovation, and data analytics, incubating Innovative Technology while engaging all relevant stakeholders – Hotel, Conventions, Gaming, Museum, F&B, and Retail, etc.

We are seeking a highly analytical and detail-oriented Customer Experience Data Analyst to join our team. The ideal candidate will be responsible for analyzing customer data to provide insights that will enhance the overall customer experience. This role requires a strong understanding of data analysis techniques, excellent communication skills, and the ability to work collaboratively with cross-functional teams.

Key Responsibilities

• Collect, analyze, and interpret customer data from various sources to identify trends and insights.
• Develop and maintain dashboards and reports to track key performance indicators (KPIs) related to customer experience.
• Collaborate with multiple businesses to provide data-driven recommendations for improving customer satisfaction and loyalty.
• Conduct surveys and analyze feedback to understand customer needs and preferences.
• Utilize statistical methods and data visualization tools to present findings to stakeholders.
• Monitor and report on the effectiveness of customer experience initiatives.
• Identify opportunities for process improvements and recommend solutions to enhance the customer journey.
• Create interactive dashboards for Voice of Customer (VOC) program using tools such as Power BI or similar visualization tools.
• Familiarity with machine learning techniques and predictive analytics is an advantage
• Monthly KPI reporting and undertake special projects as assigned.
• Contribute as a team player in performing analyses to enable data driven discussions with the various Business units and identifying potential projects for the team to take on.
• Possesses good presentation skills and PowerPoint slides creation with story-telling techniques.
  
  

Voice of Customer Platform Management

• Support for VOC platform (Qualtrics) – between IT and operations with focus on upgrades, training, and optimized usage of these systems by various stakeholders. This includes the survey and ticketing components.
• Ownership and strategic improvements of data collection process – including data ETL to provide end-to-end analytics solutions and reliability of key performance metrics
• Engage and collaborate with external vendors for system enhancements
• Support and provide direction to end-users relating to system processes and functionality
  
  

Others

• Involved in cross-departmental projects on process improvements / CX initiatives
• Participate in any ad-hoc projects arising out of discussions / workshops with key stakeholders
  
  

Job Requirements

• Bachelor Degree, preferably in Hotel Management, Computer Science, Business Analytics, Engineering, Mathematics, Statistics or similar
• Proficiency in using Microsoft Office Suite (advanced) including Word, Excel and PowerPoint is expected.
• Hands on experience of data analysis using tools such as SQL, Power BI, etc.
• Exposure in customer service would be an advantage.
• Passion for providing exceptional customer service; customer-focused.
• Prior experience showing strong stakeholder engagement and vendor management skills is desired
• Possess good interpersonal and communication skills (written and spoken)
• Detail-oriented, Resourceful, Organized, Meticulous and Mature
• Good planning and execution skills
• Team player. Possess positive attitude, proactive and able to multi-task
• Able to work flexible hours (as requested)
• Maintain the highest ethical standards, level of commitment and ability to cope with complexity and change
• Have a well-groomed and professional disposition at all times.
• Must share our Company values of Passion, Creativity, Teamwork, Respect and Integrity.
  
  

Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.