Analyst (Customer Experience Analytics & Process Improvement)

Job description

WE TAKE YOU ABOVE BEYOND Take your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands. Background At Marina Bay Sands, the Customer Experience Analytics & Process Improvement (CX&PI) team plays a strategic role in elevating guest experience and operational performance across the integrated resort. By combining data-driven insight, service innovation, and continuous improvement, the team partners with stakeholders across Hotel, Convention, Gaming, Attractions, F&B, and Retail to uncover opportunities, solve business challenges, and deliver measurable impact. We are looking for a highly analytical and detail-oriented Analyst to join our Customer Experience Analytics & Process Improvement team. This is an exciting opportunity for a data-driven professional to turn customer and operational data into actionable insights, influence business decisions, and help shape initiatives that enhance both guest satisfaction and operational excellence. KEY RESPONSIBILITIES Analyze guest feedback, survey results, behavioral data, and CX performance metrics to uncover trends, identify opportunities, and generate insights that improve guest experience, business outcomes, and operational performance. Support the development and enhancement of executive dashboards, automated reports, and KPI tracking to deliver clear, timely, and decision-ready insights to stakeholders. Build and manage high-volume CX databases and survey datasets, ensuring strong data quality, integrity, and accessibility for analysis and reporting. Use SQL, Power BI, and other analytical tools to translate complex data into meaningful recommendations that influence business decisions. Lead ad-hoc analyses and recurring monthly KPI reporting with strong ownership, attention to detail, and a structured problem-solving approach. Partner with cross-functional stakeholders to drive data-informed discussions, support process improvement efforts, and recommend solutions that enhance the customer journey. Design and maintain interactive dashboards and reporting solutions that support the Voice of Customer (VoC) program and broader CX initiatives. Apply statistical analysis and data visualization techniques to communicate findings clearly and persuasively to both technical and non-technical audiences. Evaluate the effectiveness of customer experience initiatives and contribute to continuous improvement through evidence-based measurement and analysis. Contribute to strategic and cross-functional projects that deliver measurable value to the business and strengthen the overall customer experience ecosystem. Develop clear and compelling presentation materials that tell a strong data story and support stakeholder alignment and action. Voice of Customer Platform Management Support the Voice of Customer (VoC) platform, including Qualtrics, by partnering with IT and operational teams on upgrades, training, and user adoption across survey and ticketing functions. Drive improvements to data collection and ETL processes to deliver end-to-end analytics solutions and ensure the reliability of key performance metrics. Engage and collaborate with external vendors to support system enhancements and platform optimization. Provide guidance to end users on system processes, functionality, and best practices to support effective platform usage. Others Participate in cross-departmental projects related to process improvement and customer experience initiatives. Support ad-hoc projects arising from stakeholder discussions, workshops, and business priorities. JOB REQUIREMENTS Bachelor’s degree in Business Analytics, Finance, Hospitality, Statistics, Computer Science, Mathematics, or a related field. Hands-on experience in data analysis using tools such as SQL and Power BI, with strong capability in translating data into insights. Advanced Excel skills, including PivotTables, VLOOKUP, and statistical functions. Experience with customer experience platforms such as Qualtrics is an advantage. Ability to thrive in a dynamic environment and manage multiple priorities and ad-hoc assignments effectively. Exposure to customer service, hospitality, or operational environments would be a plus. Strong customer focus and a genuine interest in using data to improve the guest experience. Strong stakeholder engagement and communication skills, with the ability to work effectively across functions and levels. Detail-oriented, resourceful, and well-organized, with the ability to manage multiple priorities with professionalism and maturity. Strong planning, execution, and follow-through skills. Positive team player with a proactive mindset and a willingness to learn and contribute. Vendor management experience is beneficial. Ability to work flexible hours when required. High ethical standards, strong accountability, and the ability to adapt to complexity and change. Professional presentation and disposition. Alignment with the Company’s 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.