Manager - Customer Journey & Insights

Position Summary

Manages questionnaire and discussion guide development, data analysis, and reporting. This role applies strong analytical skills, practical business acumen, and research experience to generate insights that support decision‑making across gaming and non‑gaming touchpoints. Responsible for CEM deep‑dive project management, including defining project timelines, aligning CEM team members on milestones, and confirming task scope for each engagement.

Primary Responsibility

- Develop questionnaires across a range of topics including customer experience, product or concept testing, and competitive studies. Apply operational understanding and business context to ensure surveys are relevant and generate meaningful insights.
- Develop discussion guides for qualitative research and conduct one‑on‑one interviews or focus group sessions to gather deeper customer insights.
- Analyze and synthesize quantitative and qualitative research findings, identifying key themes, gaps, and opportunities, and translating results into clear and practical insights.
- Utilize Qualtrics dashboards and AI features to improve reporting efficiency and deepen insight development.
- Act as a key working‑level point of contact for CEM stakeholders by clarifying requirements, providing regular updates, and following up on deliverables in a timely manner. Manage survey and intercept research projects by coordinating timelines, tracking progress, and ensuring deliverables are completed accurately and on schedule.
- Lead day‑to‑day collaboration with the CEM Program Support team by briefing them on business objectives and research intent, enabling effective development of questionnaires and dashboards that meet business needs. Support validation of survey logic and flow developed by the team, and support and guide dashboard setup by providing input on structure, metrics, and logic to enhance insight generation and ongoing usability.
- Balance multiple projects and priorities concurrently, demonstrating accountability for work quality, timelines, and outputs.

Requirements

- 6 to 7 years of relevant experience in the integrated resort industry or similar environment, with exposure to customer insights, market research, project management, or marketing.
- Demonstrated ability to independently draft questionnaires and discussion guides for quantitative and qualitative research with limited guidance.
- Good business and analytical understanding, with the ability to translate operational needs into effective research design and usable insights.
- Proven ability to manage multiple projects and deliver quality outputs within agreed timelines.
- Experience with Qualtrics, including survey setup, dashboards, and use of AI features for analysis and reporting.
- Strong attention to detail, with the ability to identify inconsistencies, communicate findings clearly, and follow up appropriately.
- Effective written and verbal communication skills, with confidence working across departments at a working and managerial level.
- Able to work independently while remaining collaborative and open to feedback.
- Strong organizational and time management skills, with the ability to prioritize competing tasks.
- Proficiency in PC based applications including Qualtrics, Microsoft Word, Excel, PowerPoint, and Outlook.