Analyst (Customer Experience Analytics & Process Improvement)

About This Role

A data-driven Analyst at Marina Bay Sands' CX team seeks a Bachelor's degree in Business Analytics, Statistics, or Hospitality to analyze guest feedback and operational metrics using SQL, Power BI, and Qualtrics to drive process improvement and executive dashboards.

Responsibilities

• Analyze guest feedback, survey results, and behavioral data to uncover trends and generate actionable insights.
• Build and manage high-volume CX databases, ensuring strong data quality for analysis and reporting.
• Use SQL and Power BI to translate complex data into meaningful recommendations that influence business decisions.
• Lead ad-hoc analyses and recurring monthly KPI reporting with strong ownership of stakeholder alignment.
• Partner with cross-functional stakeholders to drive data-informed discussions and support continuous improvement initiatives.
• Design interactive dashboards that support the Voice of Customer (VoC) program and broader CX initiatives.

Requirements

• Bachelor's degree in Business Analytics, Finance, Hospitality, Statistics, Computer Science, Mathematics, or related field.
• Hands-on experience in data analysis using 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 effectively.
• Exposure to customer service, hospitality, or operational environments would be a plus.
• Strong stakeholder engagement and communication skills with the ability to work across functions.