Insights Specialist, Casino Guest Experience & Engagement

Insights Specialist, Casino Guest Experience & Engagement Job Responsibilities

• Develop Monitoring and Ticketing Tools
• Maintain documentation and reporting mechanisms for continuous improvement tracking
• Ensure tools are intuitive, scalable, and support accountability
• Design and implement systems to track service quality and stakeholder actions
• Analyze Customer Data Across Touchpoints to deliver insights that inform personalized and impactful guest experiences
• Synthesize data to uncover guest behavior patterns and pain points
• Collect and interpret customer feedback from Internal Service Reviews, Mystery Shops, Net Promoter Scores (NPS), and DexRM
• Provide Insights for Service Improvements by tracking the impact of initiatives and adjusting strategies as needed
• Partner with operational teams to implement changes and monitor their effectiveness
• Offer strategic, data-driven recommendations to improve guest experience
• Perform research to identify product / guest experience gaps
• Evaluate Service Quality Data
• Present findings in a clear and compelling manner to support decision-making
• Identify patterns and opportunities for service enhancement
• Analyze service quality metrics from diverse sources to assess performance
• Build and Disseminate Reports ensuring timely and effective communication of reports to stakeholders including senior leadership, department heads, and frontline teams
• Highlight critical focus areas and provide clear, data-backed recommendations
• Develop detailed reports summarizing insights from service reviews and customer feedback
• Review and Manage Internal Service Reviews and translate findings into actionable insights that inform strategic decisions
• Collaborate with cross-functional teams to ensure accurate and comprehensive data collection
• Conduct in-depth analyses of internal service reviews to identify trends, strengths, and improvement areas
• Lead by example and support a positive health and safety culture supporting MBS’s safety policies
• Meet all attendance and punctuality guidelines required of the position and adhere to regulatory, Departmental and Company policies

• Preferred:
  Bachelor’s degree in Business, Hospitality, Data Analytics, or related field
• Proven ability to translate data into actionable strategies
• Excellent communication and stakeholder management skills
• Experience with customer feedback platforms and CRM systems
• Strong analytical skills with proficiency in data visualization and reporting tools (e.g., Excel, Power BI, Tableau)
• 3+ years of experience in customer experience, service quality, or data analysis roles

Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.