Customer Experience Analyst

Yaamava' Resort & Casino At San Manuel • Highland, CA

384d

About The Position

The Customer Experience Analyst at Yaamava' Resort & Casino is responsible for leading projects that collect and analyze customer feedback data from various channels. This role aims to provide insights into guest journeys and recommend action plans to enhance service standards and operational processes. The analyst will utilize modern analytical methods to connect operational and financial data with customer feedback, creating executive-level reports and presentations for leadership.

Requirements

• Bachelor's degree in a related field is required.
• Master of Business Administration (MBA) degree is highly preferred.
• Minimum of three (3) years of experience in a quantitative position analyzing structured and unstructured data.
• Minimum of three (3) years of experience in the gaming/hospitality industry is highly preferred.
• Advanced skills in Microsoft Excel, Access, Word, and PowerPoint are required.
• Experience with survey platforms such as Qualtrics is preferred.
• Experience with relational databases and enterprise-reporting tools is preferred.
• Experience utilizing Business Intelligence solutions such as Tableau, Power BI, SAS, SmartSheet, and SQL is preferred.
• Experience conducting quantitative and qualitative analysis to solve business problems.
• Strong verbal and written communication skills are essential.

Nice To Haves

• Experience working with survey platforms like Clarabridge, Medallia, Voxco, Satmetrix, SAS, Zoho, or Gemius is preferred.
• Inquisitive and proactive leadership experience with team management and mentoring.

Responsibilities

• Organizes and maintains data collection projects from conception to conclusion, focusing on the guest journey throughout the resort and casino.
• Utilizes advanced data management and analytical techniques to interpret key findings from organizational and customer data.
• Generates reports and dashboards measuring the guest journey across various platforms.
• Provides timely solutions for ad hoc analysis via survey platforms, crafting scripts for future efficiency.
• Presents findings to Customer Experience Analytical Management in both informal and formal settings.
• Performs other duties as assigned to support the department's operations.

Benefits

• Competitive salary range of $82.4K - $104K per year.
• Opportunities for professional development and growth within the company.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree