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
