Customer Experience Analyst
Customer Experience Analyst
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$ 80000 - 100000
1 Vacancy
Job Description
About Ballys Corporation
Ballys Corporation (NYSE: BALY) is a global casino-entertainment company with a growing omni-channel presence. Ballys owns and operates 19 casinos across 11 states along with a golf course in New York and a horse racetrack in Colorado and holds OSB licenses in 13 jurisdictions in North America. The acquisition of Aspers Casino in Newcastle UK expands its international reach. It also owns Bally Bet a first-in-class sports betting platform Bally Casino a growing iCasino platform Ballys Interactive International division (formerly Gamesys Group) a leading global interactive gaming operator and a significant economic stake in Intralot S.A. (ATSE: INLOT) a global lottery management and services business.
With 11500 employees its casino operations include approximately 17700 slot machines 630 table games and 3950 hotel rooms. Ballys also has rights to developable land in Las Vegas at the site of the former Tropicana Las Vegas.
The Role:
As a Customer Experience (CX) Analyst you will play a pivotal role in analyzing and interpreting customer feedback identifying trends and driving strategic initiatives that elevate service standards and guest satisfaction. The Customer Experience Analyst will collaborate closely with various departments including marketing operations and front-line staff to ensure a seamless and engaging experience for our guests.
Responsibilities:
- Collect analyze and interpret customer feedback and data from various channels (surveys reviews social media etc.) to identify trends and areas for improvement.
- Develop and maintain dashboards and reports to track customer experience metrics and KPIs.
- Collaborate with cross-functional teams (e.g. marketing operations and front-line staff) to design and implement strategies aimed at enhancing the customer journey.
- Provide actionable insights and recommendations based on data analysis to improve guest satisfaction and loyalty.
- Conduct competitive analysis and benchmarking to understand industry trends and best practices in hospitality customer experience.
- Stay informed about the latest technologies and tools that can enhance customer experience
- Lead and support customer experience projects from inception to completion ensuring alignment with company goals and timelines.
- Monitor project outcomes and measure the impact on customer satisfaction and business performance.
- Manage and optimize customer feedback systems to ensure efficient collection and analysis of guest input.
- Develop and refine survey instruments and other feedback mechanisms to capture relevant data.
- Assist in the development and delivery of training programs aimed at improving customer service skills and awareness among staff.
- Other duties as assigned
Competencies:
- Experience with customer relationship management (CRM) systems and customer feedback platforms.
- Knowledge of hospitality industry trends and customer service best practices.
- Deep understanding of customer needs and a commitment to enhancing guest experiences.
- Strong team player who can work effectively with cross-functional teams to achieve common goals.
- Skillful in managing projects from inception to completion ensuring alignment with company goals.
- Ability to identify issues and develop creative solutions to enhance customer satisfaction.
- Preferred Skills:
- Excellent written and verbal communication abilities to present findings clearly and persuasively.
- Ability to interpret complex data and translate it into actionable insights.
- Certification in customer experience or related field is a plus.
Qualifications:
- Bachelors degree in Data Analytics Business Administration Marketing or a related field.
- 3-5 years of experience in an Analyst or Customer Experience Analyst role
- Experience in Hospitality industry is strongly preferred.
- Experience with Medallia Experience Cloud (MEC) is preferred.
- Strong analytical skills and proficiency in data analysis tools.
- Experience in a customer experience role within the hospitality industry.
- Excellent communication and interpersonal skills.
Whats in it for you:
- Competitive salary with annual performance reviews
- Comprehensive health coverage plan that includes medical dental and vision
- 401(K)/ Company Match
- Access Perks and Childcare discounts
Target Compensation:
- $80000- $100000 Annual Salary
Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.
Required Experience:
IC
Employment Type
Full-Time
