Analyst - Customer Experience
The Customer Experience Analyst provides property-wide strategic analysis and reporting that support numerous departments on an ad-hoc and recurring basis.
Job Responsibilities
Customer / Competitor Insights
- Collaborate with internal departments seeking business needs and providing analytics
- Involved in maintaining and/or integrating new data sources to the property’s data warehouse
- Serve as a liaison between the department and IT as well as Business Intelligence
- Assist in improvement and maintenance of property’s Qualtrics platform
- Develops key performance reporting for internal departments
- Present information to senior staff and provide strategy recommendations based upon analysis
- Set data entry standards for department
Reporting & Analytics
- Generate compelling and actionable data driven insights as it relates to improving / enhancing the guest experience
- Build reports and dashboards, and provide analysis using Qualtrics, Microsoft Excel/VBA, Tableau.
- Proactively identify new business opportunities or potential risks based on data analysis
Other
- Maintain comprehensive knowledge of Wynn & Encore property amenities, services and events
Behaviors
Excellent understanding of the overall business strategy. Ability to translate data into action. Natural problem-solver. Effectively work in stressful, high-pressure situations. Works well with others. Possess a positive, “whatever it takes” attitude. Result driven. Open-minded and willingness to learn new processes, concepts, and ways of approaching analysis.
Works Well With
IT, Internal Departments, Data Science, Business Intelligence, Executive Team
Measurements of Success
- Internal satisfaction with reporting and insights delivery
- Fulfilment of reporting needs
- Improvement of property’s service scores
- Produces excellent quality of work in a timely manner
Qualifications
- Bachelor’s degree in MIS, Economics, Finance, Business, Statistics or related field, or foreign equivalent
- Strong PC skills; Excel required: charts/graphs, pivot tables, advanced formula creation, and data manipulation. Previous Qualtrics knowledge recommended but not required.
- Strong interpersonal communication and presentation skills
- Excellent attention to detail, curious, and solutions-oriented
- Highly self-motivated with ability to prioritize and execute tasks
- Strong customer service orientation
- Ideally has previous experience within the hospitality industry
Additional Information
All your information will be kept confidential according to EEO guidelines.