Analyst, Service Quality & Customer Insight

REQ13097 Analyst, Service Quality & Customer Insight (Open) POSITION SUMMARY: Develop and execute customer surveys, researches and observations to obtain insights on customer sentiments and recommend areas for improvement. PRIMARY RESPONSIBILITIES: Support the market research functions from survey design, data collection to analyze of results and presentation of findings.

Collect data on consumers, competitors and market place and consolidate information into actionable recommendations, reports and presentations. Understand business objectives and design surveys to discover current and prospective customers’ preferences. Perform valid and reliable competitive analysis on various companies’ market offerings, identify market trends, pricing/business models, sales and methods of operation.

Prepare property level periodic reports of key performance indicators and interpret prevailing trends for review by management. Liaise with business units and senior management and able to explain complicated topics in an approachable manner. KEY PERFORMANCE INDICATORS: Friendly and proactive communication manner Highly committed to continuous improvement of customer experience and work processes Able to establish positive work relationship with colleagues and business units Timely completion of delegated tasks with high accuracy QUALIFICATIONS: Experience Preference is given to candidates with one to two years of relevant work experience Preference is given to candidates with gaming or hospitality experience Education Bachelor’s Degree in business, hospitality, or analytical fields Skills / Competencies Detailed oriented Self-starter and highly motivated Ability to work in fast-paced and high-pressure environment Ability to work well in teams and individually Proficiency in MS Excel and PowerPoint Fluency in verbal and written English Fluency in verbal Cantonese / Chinese desirable Preference is given to candidates with experience of using statistical and database software or with knowledge in at least one of the programming languages