Intern, Customer Experience (CX) Analytics & Process Improvement

Marina Bay Sands; Singapore; On-site; SGD 54,000 - 68,000; Full time

Job summary

Marina Bay Sands in Singapore is seeking an Audit/Quality Assurance professional to ensure service and hardware standards across Food & Beverage, attractions, casino and related touchpoints. The role emphasizes data-driven insights from audits and guest feedback to drive improvements.

The ideal candidate has experience in data analysis, strong MS Office skills, and the ability to collaborate with diverse teams to maintain brand standards. Flexibility with hours is required.

Qualifications

• Experience in data analysis and reporting.
• Familiarity with hospitality operations is a plus.
• Proficient in Microsoft Office Suite.

Responsibilities

• Perform internal audits to measure service quality and hardware performance.
• Ensure audits maintain data accuracy and align with Marina Bay Sands brand standards.
• Analyze audit data and share insights with operations teams.
• Support monthly/weekly reporting for internal audits and maintain the QTX system.
• Read daily guest feedback and identify repeat issues.
• Suggest corrective actions to close gaps and drive improvements.
• Contribute to projects for continuous improvement and timely completion.

Skills

Data analysis

Customer service

MS Office

Tools

SQL

Power BI

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.