Senior Manager - Guest Support Services
氹仔 / Taipa
Position Summary
The Senior Manager, XM Technology and Analytics is responsible for advancing our Customer Experience (CX) and Employee Experience (EX) strategic initiatives. This role is vital for driving overall Experience Management (XM) efforts, realizing the vision of CX 3.0, and driving the maturity of our current EX program. The objective is to deliver exceptional experiences for our guests while fostering a culture of excellence among our employees. This position involves leading strategic program management, operationalizing transformation initiatives, and collaborating with stakeholders across the organization.
Primary Responsibility
- Strategic Advisory: Serve as a strategic advisor to GEG stakeholders (Business, HR and Technology) in crafting the vision for CX and EX technology enablement and driving the adoption and engagement of CX and EX practices.
- Craft delivery plans for leveraging XM technology and analytics to support strategic CX and EX program, aligning them with organizational goals and drive program maturity and use case expansion
- Manage different phases of organization-wide initiatives, setting clear objectives, timelines, and performance metrics that drives accountability
- Serve as a liaison between BUs and IT (Data and IS&T), aligning user needs with technical capabilities and constraints to ensure that technology solutions support the XM initiatives
- Provide regular updates to senior management on program progress, challenges, and successes
- XM Analytics: Develop analytics systems and tools to analyze and interpret customer data to understand customer behavior, preferences, and needs. Identify areas for improvement in the customer experience and provide actionable insights that inform CX strategies and drive business growth.
- Produce insightful data analysis to educate the business on trends and areas of opportunity around the customer experience
- Identify issues and recommend changes to drive data-based strategic decision making
- Analyze data on the experiences of GEG customers in order to articulate and visualize their overall experience and gain actionable insights from them
- XM Innovation and Technology Excellence: Explore and evaluate new technologies to enhance GEG’s XM program
- Ownership of XM technologies: ensuring XM technologies operate at optimal performance levels and meet evolving business needs. This may involve regular monitoring, troubleshooting, and performing system updates, as well as collaborating with technical teams to resolve issues promptly and effectively
- Stakeholder Engagement: Build and maintain strong relationships with various stakeholders, including CX teams (hotels, F&B, casino), EX teams (HRBP), and Data & IS&T teams, to ensure a unified approach to experience management
- Team Leadership: Lead and mentor a team of CX and EX system technical managers and analysts, fostering a high-performance culture and ensuring the team is equipped to execute initiatives effectively while driving innovation and professional development
Requirements
• Proficiency in understanding process and system design, technologies, and integrations, with experience in implementing enterprise-wide system implementation projects
• Extensive experience and strong knowledge of CX and EX methodologies and best practices
• Proven track record in project management, including experience in an Agile framework
• Expert user of CX and EX systems, particularly Qualtrics or similar platforms
• Experience in hospitality, integrated resorts, or related sectors in the Asia region
• Strong analytical and problem-solving skills, with the ability to translate complex data into actionable insights
• Excellent written and verbal communication skills, with the ability to simplify the complex problem and ability to engage and influence stakeholders at all levels
• Demonstrated ability to operate effectively in a high-growth, fast-paced environment with a comfort level in navigating ambiguity