Voice of Guest Program Lead - Crown Resorts
Core
Lead the enterprise guest listening program to transform guest feedback into meaningful business outcomes and shape strategic decision-making.
Role type
Senior Voice of Guest (VoG) Program Lead
Builds
Enterprise guest feedback ecosystem, Qualtrics platform, and actionable insights for service excellence.
Domain
Hospitality and entertainment
Deliverable
dashboards & analysis
Required skills
Voice of Customer (VoC) program leadership, Qualtrics platform administration, data-to-insights translation, stakeholder engagement, change management, complaints management workflow oversight, external feedback source integration.
Preferred skills
Experience in hospitality, tourism, entertainment, or travel sectors.
Responsibilities
Lead and improve enterprise guest listening strategy and governance; manage and optimize Qualtrics platform (surveys, dashboards, workflows); partner with stakeholders to deliver innovative feedback solutions; develop actionable insights on guest sentiment; drive adoption of guest experience tools; oversee critical complaints management workflows; enhance use of external feedback sources like online reviews.
Seniority
Senior, hands-on IC