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