Guest Experience Analyst

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

Benefits offered by this job

Complimentary onsite meals

Generous discounts across Crown hotels

Career development opportunities

Inclusive workplace

Job summary

Crown Resorts is seeking a Guest Experience Analyst to join the GX team in Melbourne. You will manage Voice of Guest programs, analyse feedback and data, and deliver insights to improve guest experiences across Crown Melbourne.

You will develop dashboards, report findings to stakeholders, and drive guest-centric enhancements in a large hospitality group. A relevant degree and strong analytics are required.

Qualifications

• Experience in customer/guest experience, insights or data analytics.
• Proven ability to manage VoC/VoG or related programs.
• Strong analytical skills with data from multiple sources.
• Experience delivering reporting and recommendations to stakeholders.
• Excellent written and verbal communication with cross-functional teams.

Responsibilities

• Manage and enhance Crown's Voice of Guest programs.
• Analyse guest feedback and data to identify trends and opportunities.
• Deliver regular reporting and actionable insights for decision-making.
• Develop dashboards and analytics that measure guest experience performance.
• Partner with stakeholders to understand drivers and feedback trends.
• Support implementation of guest experience improvement initiatives.
• Identify opportunities and drive guest-centric enhancements.

Skills

CX

VoC/VoG

Data analytics

Stakeholder management

Reporting

Education

Bachelor's degree in Marketing, Analytics or related

Tools

Excel

Power BI

Job description

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:

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.

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.

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 joyful experiences for our guests and our people.

Talent Community

Our Talent Community is a place to stay connected with life at Crown Resorts. We’ll be in touch from time to time to share updates on events, new restaurant launches and popups, behind the scenes content, insider news, team stories, career tips and more. Stay connected as you explore career possibilities. You can expect better exposure, opportunities, experiences, and learning. It’s a place where you can create joy for the people who visit us, the cities we live in and the teams we work with. Supported by your leader, you can enjoy a better balance in your lifestyle and feel a better you.