{"id":540553,"url":"https://alion.io/job/marinabaysands-analyst-customer-experience-analytics-process-improvement","title":"Analyst (Customer Experience Analytics & Process Improvement)","company":{"id":449037,"name":"Marina Bay Sands","domain":"marinabaysands.com","url":"https://alion.io/company/marinabaysands","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":87,"open_postings":282,"ghost_share":0.138,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":117,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Centennial, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":95000,"period":"year","method":"role_country_seniority_unknown","sample_n":127},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ETL/ELT","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Power BI","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-06-04T00:00:00Z","employer_posted_date":"2026-06-04","last_verified_at":"2026-10-29T07:19:43Z","board_verified":true,"closed_at":null,"days_open":147,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":147},"description":"WE TAKE YOU ABOVE BEYOND\nTake your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands.\nBackground\nAt Marina Bay Sands, the Customer Experience Analytics & Process Improvement (CX&PI) team plays a strategic role in elevating guest experience and operational performance across the integrated resort. By combining data-driven insight, service innovation, and continuous improvement, the team partners with stakeholders across Hotel, Convention, Gaming, Attractions, F&B, and Retail to uncover opportunities, solve business challenges, and deliver measurable impact.\nWe are looking for a highly analytical and detail-oriented Analyst to join our Customer Experience Analytics & Process Improvement team. This is an exciting opportunity for a data-driven professional to turn customer and operational data into actionable insights, influence business decisions, and help shape initiatives that enhance both guest satisfaction and operational excellence.\nKEY RESPONSIBILITIES\nAnalyze guest feedback, survey results, behavioral data, and CX performance metrics to uncover trends, identify opportunities, and generate insights that improve guest experience, business outcomes, and operational performance.\nSupport the development and enhancement of executive dashboards, automated reports, and KPI tracking to deliver clear, timely, and decision-ready insights to stakeholders.\nBuild and manage high-volume CX databases and survey datasets, ensuring strong data quality, integrity, and accessibility for analysis and reporting.\nUse SQL, Power BI, and other analytical tools to translate complex data into meaningful recommendations that influence business decisions.\nLead ad-hoc analyses and recurring monthly KPI reporting with strong ownership, attention to detail, and a structured problem-solving approach.\nPartner with cross-functional stakeholders to drive data-informed discussions, support process improvement efforts, and recommend solutions that enhance the customer journey.\nDesign and maintain interactive dashboards and reporting solutions that support the Voice of Customer (VoC) program and broader CX initiatives.\nApply statistical analysis and data visualization techniques to communicate findings clearly and persuasively to both technical and non-technical audiences.\nEvaluate the effectiveness of customer experience initiatives and contribute to continuous improvement through evidence-based measurement and analysis.\nContribute to strategic and cross-functional projects that deliver measurable value to the business and strengthen the overall customer experience ecosystem.\nDevelop clear and compelling presentation materials that tell a strong data story and support stakeholder alignment and action.\nVoice of Customer Platform Management\nSupport the Voice of Customer (VoC) platform, including Qualtrics, by partnering with IT and operational teams on upgrades, training, and user adoption across survey and ticketing functions.\nDrive improvements to data collection and ETL processes to deliver end-to-end analytics solutions and ensure the reliability of key performance metrics.\nEngage and collaborate with external vendors to support system enhancements and platform optimization.\nProvide guidance to end users on system processes, functionality, and best practices to support effective platform usage.\nOthers\nParticipate in cross-departmental projects related to process improvement and customer experience initiatives.\nSupport ad-hoc projects arising from stakeholder discussions, workshops, and business priorities.\nJOB REQUIREMENTS\n\nBachelor’s degree in Business Analytics, Finance, Hospitality, Statistics, Computer Science, Mathematics, or a related field.\nHands-on experience in data analysis using tools such as SQL and Power BI, with strong capability in translating data into insights.\nAdvanced Excel skills, including PivotTables, VLOOKUP, and statistical functions.\nExperience with customer experience platforms such as Qualtrics is an advantage.\nAbility to thrive in a dynamic environment and manage multiple priorities and ad-hoc assignments effectively.\nExposure to customer service, hospitality, or operational environments would be a plus.\nStrong customer focus and a genuine interest in using data to improve the guest experience.\nStrong stakeholder engagement and communication skills, with the ability to work effectively across functions and levels.\nDetail-oriented, resourceful, and well-organized, with the ability to manage multiple priorities with professionalism and maturity.\nStrong planning, execution, and follow-through skills.\nPositive team player with a proactive mindset and a willingness to learn and contribute.\nVendor management experience is beneficial.\nAbility to work flexible hours when required.\nHigh ethical standards, strong accountability, and the ability to adapt to complexity and change.\nProfessional presentation and disposition.\nAlignment with the Company’s values of Passion, Creativity, Teamwork, Respect, and Integrity.\nMarina 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.","description_format":"text","description_chars":5438,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Hotels & Resorts","Exhibitions","iGaming & Gambling"],"lifecycle":[{"event":"open","at":"2026-09-08T08:45:43Z"}],"visa":[],"liveness":{"score":25,"band":"fade","label":"Fading","p_open":1,"p_active":0.577,"p_room":0.44,"age_days":147,"expected_fill_days":117,"reasons":["conf:3","urgency","win:tail","crowd:brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/marinabaysands-analyst-customer-experience-analytics-process-improvement","json_url":"https://alion.io/job/marinabaysands-analyst-customer-experience-analytics-process-improvement.json","meta":{"generated_at":"2026-10-29T14:21:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21610,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":449037},"rest":"https://alion.io/mcp/rest/get_company?id=449037"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmarinabaysands-analyst-customer-experience-analytics-process-improvement"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmarinabaysands-analyst-customer-experience-analytics-process-improvement"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmarinabaysands-analyst-customer-experience-analytics-process-improvement"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/marinabaysands-analyst-customer-experience-analytics-process-improvement\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmarinabaysands-analyst-customer-experience-analytics-process-improvement"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":540553}},{"tool":"search_jobs","arguments":{"company":"marinabaysands.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":540553},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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