Guest Experience Analyst
Company Description
BETTER BEGINS HERE
Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating joyful experiences for our guests and our people. We value passion, creativity, and an appetite for change - for the better. Here, you’ll be part of the team, empowered to explore more, experience more and supported by your leader to grow and develop.
Job Description
Join forces with our Group Head of GX and Innovation for an epic adventure. Your mission? Managing our Group Guest Experience (GX) listening programs and providing data insights to inform Group and Property improvements. You'll be the mastermind behind driving guest and team member centricity. Prepare to deliver seamless guest experiences and create new moments of delight for our guests!
Some of your key responsibilities:
- Lead the BAU management and evolution (keeping across latest trends) of the VoG program to deliver insights informing opportunities to drive guest loyalty.
- Develop a VoG program roadmap (in close consultation with the Group and on-property GX leaders and BU leaders).
- Manage the improvement of the complaints management system.
- Deliver regular GX reports (including complaints reporting) and provide insights to inform improvement opportunities across the Group / Properties.
- Lead the insights generation via analytics of GX and linkage with other data sources including but not limited to Complaints, Operational Data, Employee Experience data and commercial data.
- Responsible for the operational delivery of Guest Experience Projects.
- Partner with key stakeholders to provide support and counsel in the development and execution of strategic initiatives that impact guest experiences.
- Engage and liaise with third party specialists as required to support commercial decisions and qualify business decisions
- Ensure compliance with and adherence to all relevant legislation and policies and procedures in relation to Responsible Service of Gaming (including training), and the Responsible Gambling Code of Conduct.
What you'll need to succeed:
- Working knowledge of guest feedback management/VoG platforms is required
- Proven experience in project management and consultation with multiple stakeholders
- Demonstrated capability to uncover an insight via use of and linkage of various data sources
- Experience within large corporate operating across multiple properties/states, all BU’s
- Ability to manage conflicting demands and requirements from stakeholders
- Strong computer skills with a sound knowledge of business databases and reporting tools and MS Office suite of products.
- 3 years in Customer Experience – specialisation in VoG Program, Insights / Data Analytics and GX Projects Delivery.
Qualifications
- Tertiary qualifications in either Marketing, Data Analytics, Commerce, Business, Psychology or related discipline (preferably with statistics/market research coursework).
Additional Information
What you can expect from us
On top of exciting career possibilities, we offer better exposure to experiences and learning. To see our range of benefits and opportunities visit Crown Resorts Careers.
Our Crown Community celebrates uniqueness and embraces diversity. We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ+ and Aboriginal and Torres Strait Islander; people like you.
What you can expect from us
On top of exciting career possibilities, we offer better exposure to experiences and learning. To see our range of benefits and opportunities visit Crown Resorts Careers.
Our Crown Community celebrates uniqueness and embraces diversity. We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ+ and Aboriginal and Torres Strait Islander; people like you.
