Full-timeOperations & management· Posted 3 Jun

Analyst (Customer Experience Analytics & Process Improvement)

Marina Bay SandsApply on company site

Salary

Not stated by the company

When

Full-time hours

Where

CCDTBayfrontCentennial Tower, Singapore

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Start: Not stated
Work mode: On-site
Experience: Some experience

About the role

This role sits within the Customer Experience Analytics & Process Improvement team at an integrated resort, where you will turn guest and operational data into insights that shape business decisions. You will work closely with stakeholders across Hotel, Convention, Gaming, Attractions, F&B, and Retail to improve guest satisfaction and operational performance. It suits a detail-oriented, analytical professional who enjoys solving business problems with data.

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What you'll do

Analyse guest feedback, survey results, behavioural data, and CX performance metrics to spot trends and opportunities.
Help develop and enhance executive dashboards, automated reports, and KPI tracking for stakeholders.
Build and manage high-volume CX databases and survey datasets, maintaining data quality and accessibility.
Use SQL, Power BI, and other tools to turn complex data into recommendations that influence decisions.
Lead ad-hoc analyses and recurring monthly KPI reporting with strong ownership and structured problem-solving.
Partner with cross-functional stakeholders to drive data-informed discussions and process improvement.
Design and maintain interactive dashboards supporting the Voice of Customer (VoC) programme.
Apply statistical analysis and data visualisation to communicate findings to technical and non-technical audiences.
Evaluate the effectiveness of customer experience initiatives and contribute to continuous improvement.
Develop presentation materials that tell a clear data story and support stakeholder alignment.
Support the VoC platform, including Qualtrics, with IT and operational teams on upgrades, training, and adoption.
Drive improvements to data collection and ETL processes to ensure reliable key performance metrics.
Engage external vendors to support system enhancements and platform optimisation.
Guide end users on system processes, functionality, and best practices.
Participate in cross-departmental projects related to process improvement and customer experience.
Support ad-hoc projects arising from stakeholder discussions, workshops, and business priorities.

Requirements

Bachelor's degree in Business Analytics, Finance, Hospitality, Statistics, Computer Science, Mathematics, or a related field.
Hands-on data analysis experience with tools such as SQL and Power BI.
Advanced Excel skills, including PivotTables, VLOOKUP, and statistical functions.
Ability to manage multiple priorities and ad-hoc assignments in a dynamic environment.
Strong stakeholder engagement and communication skills across functions and levels.
Detail-oriented, resourceful, and well-organised.

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Analyst (Customer Experience Analytics & Process Improvement)

About the role

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