Voice of Guest Program Lead - Crown Resorts

Crown Sydney; 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

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.

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.