Voice of Guest Program Lead - Experience Insights & Strategy

Crown Resorts; Melbourne; Vor Ort; AUD 150.000 - 190.000; Vollzeit

Benefits dieser Stelle

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

Zusammenfassung

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,

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

VoC/VoG program leadership

Stakeholder engagement

Qualtrics platform administration

Change management

Data-to-insight storytelling

Tools

Qualtrics

Jobbeschreibung

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,