About this role
REQ13097 Analyst, Service Quality & Customer Insight (Open)
POSITION SUMMARY: Develop and execute customer surveys, researches and observations to obtain insights on customer sentiments and recommend areas for improvement.
PRIMARY RESPONSIBILITIES:
• Support the market research functions from survey design, data collection to analyze of results and presentation of findings. • Collect data on consumers, competitors and market place and consolidate information into actionable recommendations, reports and presentations. • Understand business objectives and design surveys to discover current and prospective customers’ preferences. • Perform valid and reliable competitive analysis on various companies’ market offerings, identify market trends, pricing/business models, sales and methods of operation. • Prepare property level periodic reports of key performance indicators and interpret prevailing trends for review by management. • Liaise with business units and senior management and able to explain complicated topics in an approachable manner.
KEY PERFORMANCE INDICATORS:
• Friendly and proactive communication manner • Highly committed to continuous improvement of customer experience and work processes • Able to establish positive work relationship with colleagues and business units • Timely completion of delegated tasks with high accuracy
QUALIFICATIONS:
Experience
• Preference is given to candidates with one to two years of relevant work experience Preference is given to candidates with gaming or hospitality experience
Education
• Bachelor’s Degree in business, hospitality, or analytical fields
Skills / Competencies
• Detailed oriented • Self-starter and highly motivated • Ability to work in fast-paced and high-pressure environment • Ability to work well in teams and individually • Proficiency in MS Excel and PowerPoint • Fluency in verbal and written English • Fluency in verbal Cantonese / Chinese desirable • Preference is given to candidates with experience of using statistical and database software or with knowledge in at least one of the programming languages