Intern, Customer Experience (CX) Analytics & Process Improvement

Marina Bay Sands; Singapore; Hybrid; SGD 13,000 - 20,000; Full time

Job summary

Marina Bay Sands is seeking an Intern in Customer Experience Analytics & Process Improvement to work on internal audits, data analysis, and process improvement projects. You will gain hands-on experience with our audit tools and digital data collection platforms while supporting monthly reporting and cross-functional insights.

You will contribute to improving guest experiences across F&B, attractions, and other touchpoints, leveraging SQL and Power BI, and collaborating with the CX team to

Qualifications

• Applicant must be a full-time matriculated student contributing to graduation requirements.
• Experience in customer service is advantageous.
• Proficient in MS Office (Word, Excel, PowerPoint).
• Hands-on data analysis using SQL and Power BI is an advantage.
• Excellent interpersonal and communication skills, detail-oriented and organized.

Responsibilities

• Conduct internal audits and quality assurance across F&B, attractions, casino and others.
• Analyze audit data and share insights with operational stakeholders.
• Support monthly/weekly audit reporting and maintain digital data collection tools.
• Assist on projects to drive continuous improvement and monitor timelines.

Education

Matriculated student internship requirement

Tools

SQL

Power BI

MS Office (Word, Excel, PowerPoint)

Job description

## Intern, Customer Experience (CX) Analytics & Process ImprovementApply: Centennial Tower, Singapore: Full time: Posted 4 Days Ago: JR10002466**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:* Purchase a ticket and experience our world-class entertainment offerings *(ArtScience Museum, Sands SkyPark Observation Deck and Sands Theatre)** Dine and get first-hand experience in the different F&B outlets* Cleanliness and maintenance checks of premium high impact areas within MBS* 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**Education & Certification* Applicant must be a full-time matriculated student.* Internship must contribute to school graduation requirements.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 advantageOther Prerequisites* 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.* Able to commit to full-time work arrangement from Mondays to Fridays throughout the internship.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.