Analyst (Customer Experience Analytics & Process Improvement)

WE TAKE YOU ABOVE BEYOND Take your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands.

Background At Marina Bay Sands, the Customer Experience Analytics & Process Improvement (CX&PI) team plays a strategic role in elevating guest experience and operational performance across the integrated resort. By combining data-driven insight, service innovation, and continuous improvement, the team partners with stakeholders across Hotel, Convention, Gaming, Attractions, F&B, and Retail to uncover opportunities, solve business challenges, and deliver measurable impact.

We are looking for a highly analytical and detail-oriented Analyst to join our Customer Experience Analytics & Process Improvement team. This is an exciting opportunity for a data-driven professional to turn customer and operational data into actionable insights, influence business decisions, and help shape initiatives that enhance both guest satisfaction and operational excellence.

Key Responsibilities

• Analyze guest feedback, survey results, behavioral data, and CX performance metrics to uncover trends, identify opportunities, and generate insights that improve guest experience, business outcomes, and operational performance.
• Support the development and enhancement of executive dashboards, automated reports, and KPI tracking to deliver clear, timely, and decision-ready insights to stakeholders.
• Build and manage high-volume CX databases and survey datasets, ensuring strong data quality, integrity, and accessibility for analysis and reporting.
• Use SQL, Power BI, and other analytical tools to translate complex data into meaningful recommendations that influence business decisions.
• Lead ad-hoc analyses and recurring monthly KPI reporting with strong ownership, attention to detail, and a structured problem-solving approach.
• Partner with cross-functional stakeholders to drive data-informed discussions, support process improvement efforts, and recommend solutions that enhance the customer journey.
• Design and maintain interactive dashboards and reporting solutions that support the Voice of Customer (VoC) program and broader CX initiatives.
• Apply statistical analysis and data visualization techniques to communicate findings clearly and persuasively to both technical and non-technical audiences.
• Evaluate the effectiveness of customer experience initiatives and contribute to continuous improvement through evidence-based measurement and analysis.
• Contribute to strategic and cross-functional projects that deliver measurable value to the business and strengthen the overall customer experience ecosystem.
• Develop clear and compelling presentation materials that tell a strong data story and support stakeholder alignment and action.

Voice of Customer Platform Management

• Support the Voice of Customer (VoC) platform, including Qualtrics, by partnering with IT and operational teams on upgrades, training, and user adoption across survey and ticketing functions.
• Drive improvements to data collection and ETL processes to deliver end-to-end analytics solutions and ensure the reliability of key performance metrics.
• Engage and collaborate with external vendors to support system enhancements and platform optimization.
• Provide guidance to end users on system processes, functionality, and best practices to support effective platform usage.

Others

• Participate in cross-departmental projects related to process improvement and customer experience initiatives.
• Support ad-hoc projects arising from stakeholder discussions, workshops, and business priorities.
• JOB REQUIREMENTS
• Bachelor’s degree in Business Analytics, Finance, Hospitality, Statistics, Computer Science, Mathematics, or a related field.
• Hands-on experience in data analysis using tools such as SQL and Power BI, with strong capability in translating da