Senior CX Analytics & Process Improvement Lead

Marina Bay Sands; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Marina Bay Sands is seeking a strategic, hands-on leader to manage a portfolio of cross-functional process improvement initiatives. You will identify opportunities, design roadmaps, and deliver benefits realization across operations and support functions.

Ideal candidate has deep Lean Six Sigma and operational excellence expertise, with the ability to diagnose complex problems, engage stakeholders, and sustain improvements in service quality and guest experience.

Qualifications

• Master's or bachelor's degree in Industrial Engineering, Operations Management, Business, Hospitality, Science, or a related discipline.
• 8-10 years of experience in process improvement, operational excellence, project management, transformation, or operations leadership within a complex service-based environment.
• Certified Lean Six Sigma Green Belt required; Black Belt certification strongly preferred.
• PM certification or proven equivalent experience in managing multiple cross-functional projects, governance forums, implementation plans, and benefits tracking.
• Strong working knowledge of Lean Management, Six Sigma, DMAIC, Value Stream Mapping, Kaizen, root-cause analysis, process redesign, and change management methodologies.
• Demonstrated ability to influence senior leaders, manage cross-functional stakeholders, and translate complex operational challenges into structured, measurable improvement plans.

Responsibilities

• Lead end-to-end delivery of strategic process improvement projects across operations and support functions with clear scope, timelines, and measurable outcomes.
• Establish project governance, charters, prioritization criteria, steering updates, implementation plans, benefits tracking, and post-implementation reviews.
• Manage a balanced pipeline of improvement initiatives aligned with the Service & Productivity Roadmap and enterprise goals.
• Apply Lean Six Sigma (DMAIC, Kaizen, Value Stream Mapping) to solve complex business problems and drive change.
• Coach project teams and stakeholders on structured problem-solving and process discipline with formal training when needed.
• Build standard tools, templates, governance routines, and measurement frameworks to grow improvement capability.

Skills

Strategic leadership

Stakeholder management

Problem solving

Project governance

Change management

Education

Master's or bachelor's degree in Industrial Engineering / Operations Management / Business

Job description

Marina Bay Sands is seeking a strategic, hands-on leader to manage a portfolio of cross-functional process improvement initiatives. You will identify opportunities, design roadmaps, and deliver benefits realization across operations and support functions.

Ideal candidate has deep Lean Six Sigma and operational excellence expertise, with the ability to diagnose complex problems, engage stakeholders, and sustain improvements in service quality and guest experience.