Customer Experience Analyst

Under the direction of the Manager, Customer Experience Analytics, the Customer Experience Analyst leads projects to collect customer feedback data from various channels, e.g., web and digital surveys, and to provides insights into the guest journeys at Yaamava’ Resort & Casino. Utilizes modern analytical methods and technology solutions to provide thoughtful and comprehensive assessments of guest experiences and recommends action plans to optimize the processes and service standards of the organization. Provides detailed analysis of guest feedback and is expected to possess the technical skills to connect operational and financial data with feedback data to identify performance drivers and quantify impact of improvement initiatives. Creates executive level reports and presentations for distribution to multiple levels of Yaamava’ Resort & Casino leadership.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1.    Organizes and maintains data collection projects from conception, execution, and conclusion.  These projects are targeted towards the overall guest journey throughout the entire resort, casino, and entertainment venues.  Data will include direct guest surveys, operational quality control audits, mystery shops, consultant reviews, and digital prompts. However, these resources are not exhaustive.
2.    Utilizes advanced data management, predictive modeling, and analytical techniques to interpret key finds from both organizational and customer data to provide insight and solutions to real world problems.
3.    Generates reports and dashboards that measure the guest journey through the resort, casino, entertainment venues, and all digital platforms related to the guest experience.
4.    Provides timely valuable solutions for ad hoc analysis via survey platform with a focus to detail on crafting scripts that can be easily manipulated to efficiently address similar future analysis.
5.    Presents findings to Customer Experience Analytical Management during informal and formal meetings.
6.    Performs other duties as assigned to support the efficient operation of the department.

 EDUCATIONAL, EXPERIENCE AND QUALIFICATIONS

• Bachelor’s degree in a related field is required.

• Master of Business Administration (MBA) degree is highly preferred.

• Minimum of two (2) years of experience in a quantitative position working directly with structured and unstructured data to analyze business operations and recommend process improvements is required.

• Minimum of two (2) years of experience in gaming/hospitality industry is highly preferred.

• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Advanced skills in Microsoft Excel, Access, Word, and PowerPoint is required.

• Experience working with survey platforms, such as Qualtrics, Clarabridge, Medallia, Voxco, Satmetrix, SAS, Zoho, or Gemius is preferred.

• Experience working with relational databases and leveraging enterprise-reporting tools is preferred.

• Experience utilizing Business Intelligence solutions such as Tableau, Power BI, SAS, SmartSheet and SQL is preferred.

• Experience conducting quantitative and qualitative analysis with analytics techniques to solve defined business problems.

• Inquisitive, open-minded and proactive leader with experience managing and mentoring a team.

• Must have strong verbal and written communication skills.

• Must have experience demonstrating the utmost discretion and confidentiality as a team member has access to confidential information including, but not limited to customer contact information, customer financial data, and organizational financial data.

REQUIRED LICENSES, CERTIFICATIONS AND REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

• Select One of the Following: No Driving Responsibilities: Role does not require a driver’s license or insurance.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled casino and office setting.

• Work requires travel to attend meetings, trade shows, and conferences.