Voice of Guest Program Lead - Crown Resorts

Crown Resorts; Melbourne; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Staff meals on-site

Discounts across F&B venues

Accommodation discounts across Crown

Health and wellbeing benefits

Novated leasing

Employee discounts

Awards program

Community involvement opportunities

Job summary

Crown Resorts is seeking an experienced Voice of Guest (VoG) Program Lead to own Crown's enterprise guest listening program and translate guest feedback into meaningful business outcomes. Based in Australia with Melbourne/Sydney focus, you will partner with senior stakeholders, leverage data and technology to improve experiences and shape strategic decisions.

You’ll play a pivotal role in governance, real-time service recovery capabilities and stakeholder adoption across Crown's operations,

Qualifications

• Experience leading a Voice of Customer, Voice of Guest or Customer Experience program.
• Hands-on Qualtrics experience including platform administration, survey design, reporting and workflows.
• Ability to translate complex data into clear, actionable insights that influence business outcomes.
• Experience driving adoption and delivering outcomes in complex organisations.
• Exceptional stakeholder engagement and influencing skills.
• Curious mindset with a passion for continuous improvement.

Responsibilities

• Lead and evolve Crown's enterprise guest listening strategy and governance.
• Manage and optimise the Qualtrics platform, dashboards, workflows and reporting.
• Collaborate with stakeholders to understand requirements and deliver innovative guest feedback solutions.
• Develop actionable insights on guest sentiment to prioritise improvements.
• Drive adoption of guest experience tools through training and change initiatives.
• Oversee complaints management workflows and closed-loop feedback across properties.
• Enhance use of external feedback sources for a holistic customer view.
• Explore AI-driven insights and self-service analytics within Qualtrics.

Skills

VoC/VoG program leadership

Stakeholder engagement

Qualtrics platform administration

Change management

Data-to-insight storytelling

Tools

Qualtrics

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

At Crown, our purpose is simple. Together, we delight out guests with fun, memorable world-class experiences. To help bring our purpose to life, we're seeking an experienced Voice of Guest (VoG) Program Lead to take ownership of Crown's enterprise guest listening program and help transform guest feedback into meaningful business outcomes. This is an exciting opportunity to influence how one of Australia's leading hospitality and entertainment brands understands, responds to and elevates the guest experience.

In this highly visible role, you'll work with senior stakeholders across the organisation, leveraging the power of data, insights and technology to improve experiences, drive service excellence and shape strategic decision-making. You'll be responsible for the strategy, governance and ongoing evolution of our guest feedback ecosystem. From optimising our Qualtrics platform and enhancing real-time service recovery capabilities, to uncovering actionable insights and championing stakeholder adoption, you'll play a pivotal role in ensuring the guest voice is embedded in decision-making across the business.

This role will ideally be based in Melbourne or Sydney.

You’ll be

• Leading and continuously improving our enterprise guest listening strategy and governance framework
• Managing and optimising the Qualtrics platform, including surveys, dashboards, workflows and reporting
• Partnering with stakeholders across the business to understand requirements, challenge thinking where appropriate and deliver innovative guest feedback solutions.
• Developing actionable insights that help leaders understand guest sentiment, identify experience drivers and prioritise improvements
• Driving adoption of guest experience tools and dashboards through stakeholder engagement, training and change management initiatives
• Overseeing critical complaints management workflows and closed-loop feedback processes across Crown's properties
• Enhancing the use of external feedback sources, including online reviews and guest sentiment data, to create a holistic view of the customer experience
• Exploring emerging technologies, including AI-driven insights and self-service analytics capabilities within Qualtrics

You’ll bring

• Demonstrated experience leading a Voice of Customer (VoC), Voice of Guest (VoG) or Customer Experience program
• Strong hands-on experience with Qualtrics, including platform administration, survey design, reporting and workflow management
• Ability to translate complex data into clear, actionable insights that influence business outcomes
• Experience driving adoption, leading change and delivering outcomes in complex organisations
• Exceptional stakeholder engagement and influencing skills
• A curious mindset and a passion for continuous improvement
• Experience within hospitality, tourism, entertainment, travel or other customer-centric environments will be highly regarded

On offer to you

• Chance to join a business with a mature guest feedback ecosystem and an ambitious growth roadmap
• Opportunity to drive innovation and influence guest experience at scale
• Complimentary meals in our on-site staff restaurant
• Discounts across selected food and beverage venues and outlets
• Exclusive accommodation discounts across Crown Sydney, Melbourne and Perth
• Access to health and wellbeing benefits, novated leasing and a range of employee discounts
• Recognition and reward opportunities through Crown's company-wide awards program
• The chance to get involved in community, diversity and inclusion initiatives

To be considered, you must have permanent and unrestricted Australian working rights.

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.