Customer Experience Analytics & Process Improvement Analyst

About the role

The Customer Experience Analytics & Process Improvement team at Marina Bay Sands is seeking a highly analytical Analyst. You will turn guest and operational data into actionable insights that drive improvements in guest satisfaction and operational performance across the resort.

Key responsibilities

• Analyse guest feedback, survey results, behavioural data and CX performance metrics to identify trends and opportunities.
• Develop and enhance executive dashboards, automated reports and KPI tracking tools.
• Build and maintain high‑volume CX databases and survey datasets, ensuring data quality and accessibility.
• Use SQL, Power BI and other analytical tools to translate complex data into clear recommendations.
• Lead ad‑hoc analyses and monthly KPI reporting with strong ownership and attention to detail.
• Partner with cross‑functional stakeholders to drive data‑informed discussions and process‑improvement initiatives.
• Design interactive dashboards supporting the Voice of Customer (VoC) program.
• Apply statistical analysis and data‑visualisation techniques to communicate findings to technical and non‑technical audiences.
• Evaluate the effectiveness of CX initiatives and contribute to continuous improvement.

Required profile

• Strong analytical mindset with a detail‑oriented approach.
• Ability to work independently and manage multiple priorities.
• Excellent communication skills for presenting data stories to diverse audiences.
• Experience collaborating with stakeholders across hospitality functions.

Required skills

• SQL
• Power BI
• Qualtrics (VoC platform)
• Statistical analysis
• Data visualisation