Analyst - Customer Experience

The Customer Experience Analyst provides property-wide strategic analysis and reporting that support numerous departments on an ad-hoc and recurring basis.

Job Responsibilities

Customer / Competitor Insights

• Collaborate with internal departments seeking business needs and providing analytics
• Involved in maintaining and/or integrating new data sources to the property’s data warehouse
• Serve as a liaison between the department and IT as well as Business Intelligence
• Assist in improvement and maintenance of property’s Qualtrics platform
• Develops key performance reporting for internal departments
• Present information to senior staff and provide strategy recommendations based upon analysis
• Set data entry standards for department

Reporting & Analytics

• Generate compelling and actionable data driven insights as it relates to improving / enhancing the guest experience
• Build reports and dashboards, and provide analysis using Qualtrics, Microsoft Excel/VBA, Tableau.
• Proactively identify new business opportunities or potential risks based on data analysis

Other

• Maintain comprehensive knowledge of Wynn & Encore property amenities, services and events

Behaviors

Excellent understanding of the overall business strategy. Ability to translate data into action. Natural problem-solver. Effectively work in stressful, high-pressure situations. Works well with others. Possess a positive, “whatever it takes” attitude. Result driven. Open-minded and willingness to learn new processes, concepts, and ways of approaching analysis.

Works Well With

IT, Internal Departments, Data Science, Business Intelligence, Executive Team

Measurements of Success

• Internal satisfaction with reporting and insights delivery
• Fulfilment of reporting needs
• Improvement of property’s service scores
• Produces excellent quality of work in a timely manner

• Bachelor’s degree in MIS, Economics, Finance, Business, Statistics or related field, or foreign equivalent
• Strong PC skills; Excel required: charts/graphs, pivot tables, advanced formula creation, and data manipulation. Previous Qualtrics knowledge recommended but not required.
• Strong interpersonal communication and presentation skills
• Excellent attention to detail, curious, and solutions-oriented
• Highly self-motivated with ability to prioritize and execute tasks
• Strong customer service orientation
• Ideally has previous experience within the hospitality industry

All your information will be kept confidential according to EEO guidelines.