Guest Experience Analyst

Crown Resorts; City of Melbourne; On-site; AUD 77,000 - 94,000; Full time

Benefits offered by this job

Complimentary onsite meals

Discounts across Crown hotels, parking

Diversity and inclusion workplace

Career development opportunities

Job summary

Crown Melbourne is hiring a Guest Experience Analyst to join the GX team. You will manage Voice of Guest programs, analyze guest feedback and operational data, and deliver insights to drive business improvements.

This role blends customer experience, data analytics and project delivery, partnering with stakeholders to improve guest loyalty and satisfaction. You will contribute to reporting, dashboards and analytics measuring guest experience, and support initiatives across the guest journey in a

Qualifications

• Experience in customer experience, guest experience, insights, market research or data analytics roles.
• Demonstrated experience managing customer feedback, Voice of Customer (VoC) or Voice of Guest (VoG) programs.
• Strong analytical capabilities with ability to interpret data from multiple sources.
• Experience delivering reporting, insights and recommendations to stakeholders.
• Strong project coordination and stakeholder management skills.

Responsibilities

• Manage and enhance Crown's VoG and guest feedback programs.
• Analyse guest feedback, complaints, data to identify trends and improvements.
• Deliver regular Guest Experience reporting and actionable insights for decisions.
• Develop and maintain reporting frameworks, dashboards and analytics measuring guest experience.
• Partner with stakeholders to understand performance drivers and feedback trends.
• Support delivery and implementation of guest experience improvement initiatives.
• Identify opportunities and enhancements across the guest journey.
• Facilitate workshops and collaborate with internal teams to drive guest-centric outcomes.
• Manage relationships with external platform providers and support program enhancements.
• Ensure compliance with policies and regulatory requirements.

Skills

Customer experience

Data analytics

Stakeholder management

Communication

Microsoft Office

Education

Tertiary qualifications in Marketing, Data Analytics, Commerce, Business, Psychology or related discipline

Tools

Microsoft Office

Reporting platforms

Job description

Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating fun, memorable, world-class experiences for our guests and our people. We value passion, optimism, and an appetite for change - for the better. Here, you’ll be part of the team, empowered to explore more, experience more and supported by your leader to grow and develop.

The Role

We're seeking a passionate and analytical Guest Experience Analyst to join our Guest Experience (GX) team.

Reporting to the Group Head of GX and Innovation, you will play a key role in understanding and improving the experiences of our guests by managing Voice of Guest (VoG) programs, analysing customer feedback and operational data, and delivering meaningful insights that drive business improvement.

This role combines customer experience, data analytics and project delivery, providing the opportunity to influence strategic and operational decisions across Crown Melbourne. You will partner with stakeholders across the business to identify trends, uncover opportunities and help create seamless, elevated experiences that strengthen guest loyalty and satisfaction.

Better begins here

Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating fun, memorable, world-class experiences for our guests and our people. We value passion, optimism, and an appetite for change - for the better. Here, you’ll be part of the team, empowered to explore more, experience more and supported by your leader to grow and develop.

The Role

We're seeking a passionate and analytical Guest Experience Analyst to join our Guest Experience (GX) team.

Reporting to the Group Head of GX and Innovation, you will play a key role in understanding and improving the experiences of our guests by managing Voice of Guest (VoG) programs, analysing customer feedback and operational data, and delivering meaningful insights that drive business improvement.

This role combines customer experience, data analytics and project delivery, providing the opportunity to influence strategic and operational decisions across Crown Melbourne. You will partner with stakeholders across the business to identify trends, uncover opportunities and help create seamless, elevated experiences that strengthen guest loyalty and satisfaction.

In this role, you will:

• Manage and continuously enhance Crown's Voice of Guest (VoG) and guest feedback programs.
• Analyse guest feedback, complaints, operational and commercial data to identify trends and improvement opportunities.
• Deliver regular Guest Experience reporting and actionable insights to support business decision-making.
• Develop and maintain reporting frameworks, dashboards and analytics that measure guest experience performance.
• Partner with business stakeholders to better understand performance drivers and customer feedback trends.
• Support the delivery and implementation of guest experience improvement initiatives and projects.
• Identify emerging opportunities, innovations and enhancements across the guest journey.
• Facilitate workshops and collaborate with internal teams to drive guest-centric outcomes.
• Manage relationships with external platform providers and support ongoing program enhancements.
• Ensure compliance with relevant policies, procedures and regulatory requirements.

About You

You are naturally curious and analytical, turning data into meaningful insights and partnering with stakeholders to drive informed decisions.

A proactive problem-solver, you use customer-focused insights to influence positive outcomes.

You will also bring:

• Experience in customer experience, guest experience, insights, market research or data analytics roles.
• Demonstrated experience managing customer feedback, Voice of Customer (VoC) or Voice of Guest (VoG) programs.
• Strong analytical capabilities with the ability to interpret and synthesise data from multiple sources.
• Experience delivering reporting, insights and recommendations to a variety of stakeholders.
• Strong project coordination and stakeholder management skills.
• Excellent written and verbal communication skills with the ability to present insights clearly and effectively.
• High proficiency across Microsoft Office applications and reporting platforms.
• Experience working within a large, complex organisation will be highly regarded.
• Tertiary qualifications in Marketing, Data Analytics, Commerce, Business, Psychology or a related discipline.

What We Offer You

• Base salary of $85,000 per year
• Complimentary onsite meals and generous discounts across Crown hotels, parking, dining and entertainment.
• A supportive and inclusive workplace that values individuality, diversity and belonging.
• The opportunity to influence customer experience outcomes across one of Australia's leading entertainment destinations.
• Career development opportunities within one of Australia's leading entertainment and hospitality organisations.

Applications Open: 30 September 2026
Applications Close: 31st October 2026

On top of exciting career possibilities, we offer better exposure to experiences and learning. To see our range of benefits and opportunities visit Crown Resorts Careers.

Our Crown Community celebrates uniqueness and embraces diversity. We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ+ and Aboriginal and Torres Strait Islander; people like you.