Analyst (Customer Experience Analytics & Process Improvement)

About the Role

Join Marina Bay Sands as an Analyst on the Customer Experience Analytics & Process Improvement (CX&PI) team, where you'll contribute significantly to enhancing guest experiences and operational performance across various business divisions including Hotel, Convention, Gaming, Attractions, Food & Beverage, and Retail. The team combines data-driven insights, innovative services, and ongoing improvements to identify opportunities and produce measurable outcomes.

Key Responsibilities

• Examine guest feedback, survey data, customer behavior, and CX metrics to discover trends, opportunities, and insights that boost guest satisfaction, business results, and operations.
• Assist in building and refining executive dashboards, automated reporting, and key performance indicator tracking to provide stakeholders with timely and actionable insights.
• Manage large-scale customer experience databases and survey information, ensuring data accuracy, integrity, and ease of access for analysis and reporting purposes.
• Utilize SQL, Power BI, and other analytics tools to convert complex datasets into clear and impactful recommendations influencing business strategies.
• Execute both routine monthly KPI reports and ad-hoc analyses with a detail-focused and systematic problem-solving approach.
• Collaborate with various departments to encourage data-driven discussions, support improvements in processes, and propose solutions to enhance customer journeys.
• Create and upkeep interactive dashboards and reporting tools that support the Voice of Customer (VoC) program and wider CX efforts.
• Apply statistical methods and data visualization to communicate results clearly to both technical and non-technical audiences.
• Assess the effectiveness of customer experience initiatives and contribute to ongoing enhancements through evidence-based evaluation.
• Engage in strategic, cross-functional projects delivering measurable value and enhancing the customer experience framework.
• Prepare compelling presentation materials that effectively narrate data insights and aid stakeholder alignment and decision-making.

Voice of Customer Platform Management

• Support the Voice of Customer platform, such as Qualtrics, collaborating with IT and operational teams on system upgrades, user training, and increasing platform adoption across survey and ticketing functions.
• Enhance data collection and ETL workflows to ensure complete analytic solutions and the dependability of key metrics.
• Work with external vendors to facilitate system improvements and optimize platform performance.
• Offer guidance to users on platform functionalities, processes, and best practices to maximize effective utilization.

Additional Responsibilities

• Take part in interdepartmental initiatives aimed at process optimization and improving customer experience.
• Handle ad-hoc projects generated from stakeholder input, workshops, or evolving business needs.

Qualifications and Skills

• Bachelor's degree in Business Analytics, Finance, Hospitality, Statistics, Computer Science, Mathematics, or related domains.
• Practical data analysis experience using SQL, Power BI, and proficient ability to derive insights from data.
• Advanced proficiency in Excel, including PivotTables, VLOOKUP, and statistical functionalities.
• Familiarity with customer experience platforms like Qualtrics is a plus.
• Capability to handle multiple priorities flexibly and efficiently in a fast-moving environment.
• Prior exposure to customer service, hospitality, or operations is advantageous.
• A deep dedication to customer-centricity and leveraging data to improve guest experiences.
• Excellent stakeholder engagement and communication skills, enabling effective collaboration across different functions and hierarchy levels.
• Exceptional attention to detail, resourcefulness, and organization with the ability to professionally manage several tasks.
• Strong skills in planning, execution, and completion follow-through.
• A positive, team-oriented attitude combined with eagerness to learn and contribute proactively.
• Experience managing vendor relationships is beneficial.
• Willingness to work flexible hours as necessary.
• Adherence to high ethical standards, accountability, and adaptability to a complex and changing environment.
• Professional demeanor and presentation skills.
• Alignment with the company values: Passion, Creativity, Teamwork, Respect, and Integrity.

Company Commitment

Marina Bay Sands is dedicated to fostering a diverse, equitable, and inclusive workforce, offering equal employment opportunities aligned with its growth objectives in Singapore. Employees are expected to comply with the company's conduct rules, business ethics, policies, and procedures.