Intern, Customer Experience (CX) Analytics & Process Improvement

Marina Bay Sands; Singapore; On-site; SGD 52,000 - 80,000; Full time

Job summary

Marina Bay Sands is seeking a detail-oriented professional to join the Internal Audit/Quality Assurance team. The role focuses on evaluating service and hardware across Food & Beverage, Attractions, Casino and other touchpoints, with data-driven reporting and continuous improvement initiatives.

You will analyze guest feedback, track issues, and support monthly reporting using the QTX data collection tool to drive better guest experiences and operational excellence.

Qualifications

• Exposure in customer service would be an advantage.
• Proficient in using Microsoft Office Suite including Word, Excel and PowerPoint is mandatory.
• Hands-on experience of data analysis using tools such as SQL, Power BI, etc. will be an advantage

Responsibilities

• Perform monthly internal audits to measure service and hardware across F&B, attractions, casino, and others.
• Analyze data from internal audits and share insights with operational stakeholders.
• Support monthly/weekly reporting and maintain the digital data collection solution (QTX).
• Identify gaps in processes and propose corrective actions to improve service and revenue.
• Handle voice of customer/survey feedback and categorize issues for departmental action.

Skills

MS Office

Power BI

SQL

Customer service

Interpersonal comms

Tools

Microsoft Office

Job description

WE TAKE YOU ABOVE BEYOND

Take your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands.

Job Responsibilities

Internal Audits / Quality Assurance - (Food & Beverage / Attractions / Casino / Others)

• Experience and utilize the products & services offered to both city and hotel guests at various touchpoints in Marina Bay Sands.

• Perform monthly Internal Audits to measure both service and hardware such as:

• Evaluate the experience and provide a full report based on service and hardware.

• Ensure that all internal audits are being carried out while maintaining data accuracy, integrity, and in accordance to Marina Bay Sands’ brand standards.

• Analyze data points from the Internal audit program to share insights to operational stakeholders.

• Support on monthly / weekly reporting for Internal audits and the maintenance of the digital solution(QTX) used to collect these data from all stakeholders.

Projects

• Work on related projects and make recommendations for continuous improvement, based on processes, to drive business and revenue.

• Ensure that all projects initiated are completed within specified time frame and followed through and monitored regularly

• Perform any other duties and responsibilities as and when assigned by Manager and above.

Voice of Customer (Surveys)

• Read daily guest comments/feedback about their stay.

• Identify if there are any repeat issues which needs to be highlighted to the departments.

• Analyse and categorize feedback based on a category.

• Search for possible gaps in the process and offer suggestions for corrective actions / improvements.

Job Requirements

Required Experience

• Exposure in customer service would be an advantage.

• Proficient in using Microsoft Office Suite including Word, Excel and PowerPoint is mandatory.

• Hands-on experience of data analysis using tools such as SQL, Power BI, etc. will be an advantage

Presence / Behavioral Characteristics

• Passion for providing exceptional customer service; customer-focused.

• Possess good interpersonal and communication skills (written and spoken)

• Detail-oriented, Resourceful, Organized, Meticulous and Mature

• Good planning and execution skills

• Team player. Possess positive attitude, proactive and able to multi-task

• Able to work flexible hours (as requested)

• Maintain the highest ethical standards, level of commitment and ability to cope with complexity and change

• Have a well-groomed and professional disposition at all times.

Physical Requirements / Work Environment

• Work inside and continuously maneuver in and around all areas of the offices and within the properties

Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore.Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.