REQ13097 Analyst, Service Quality & Customer Insight (Open Date: 06/08/2025)Position SummaryDevelop and execute customer surveys, researches and observations to obtain insights on customer sentiments and recommend areas for improvement. Primary ResponsibilitiesSupport 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 IndicatorsFriendly and proactive communication mannerHighly committed to continuous improvement of customer experience and work processesAble to establish positive work relationship with colleagues and business unitsTimely completion of delegated tasks with high accuracyQualificationsExperiencePreference is given to candidates with one to two years of relevant work experience Preference is given to candidates with gaming or hospitality experience EducationBachelor’s Degree in business, hospitality, or analytical fieldsSkills / CompetenciesDetailed orientedSelf-starter and highly motivatedAbility to work in fast-paced and high-pressure environmentAbility to work well in teams and individuallyProficiency in MS Excel and PowerPointFluency in verbal and written EnglishFluency in verbal Cantonese / Chinese desirablePreference is given to candidates with experience of using statistical and database software or with knowledge in at least one of the programming languages
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