Voice of Guest Lead: Experience Insights & Strategy

Crown Resorts Limited; Melbourne; On-site; AUD 140,000 - 200,000; Full time

Benefits offered by this job

On-site meals

F&B discounts

Accommodation discounts

Health benefits

Novated leasing

Employee discounts

Awards program

Job summary

Crown Resorts seeks an experienced Voice of Guest (VoG) Program Lead to own Crown's enterprise guest listening program and transform guest feedback into strategic actions across our hotels and venues. The role focuses on governance, data insights, and experience improvement at scale.

Based in Melbourne or Sydney, you’ll manage Qualtrics platform administration, dashboards and reporting, and lead change management to drive adoption across the business.

Qualifications

• Proven track record leading VoC/VoG or customer experience programs.
• Hands-on experience with Qualtrics: administration, survey design, reporting.
• Ability to translate data into actionable insights for senior leadership.

Responsibilities

• Lead and continuously improve the enterprise guest listening strategy and governance.
• Manage and optimise the Qualtrics platform, surveys, dashboards and workflows.
• Partner with stakeholders to deliver innovative guest feedback solutions.
• Develop actionable insights to identify experience drivers and prioritise improvements.
• Drive adoption through training and change management initiatives.
• Oversee complaints management workflows and closed-loop feedback processes across Crown properties.
• Enhance use of external feedback sources for a holistic view of the guest experience.
• Explore AI-driven insights and self-service analytics within Qualtrics.

Skills

VoC/VoG program leadership

Qualtrics administration

Stakeholder engagement

Data-driven insights

Change management

Hospitality domain knowledge

Tools

Qualtrics platform

Job description

Crown Resorts seeks an experienced Voice of Guest (VoG) Program Lead to own Crown's enterprise guest listening program and transform guest feedback into strategic actions across our hotels and venues. The role focuses on governance, data insights, and experience improvement at scale.

Based in Melbourne or Sydney, you’ll manage Qualtrics platform administration, dashboards and reporting, and lead change management to drive adoption across the business.