Responsibilities

• Ownership of entire in-resort customer satisfaction survey measurement on a continuous basis. From translating business questions into survey response, project management, data checking, insight generation, collaborating on data weighting through to report preparation.
• Develop and lead the execution of customized studies about guest behaviors, park operations, food and beverage, merchandise, or revenue driver offerings, to help fine-tune sales and operational strategies for different departments.
• Conduct data analysis and generate insights for continuous KPI monitors for company-wise usage. Manage to integrate results of satisfaction studies and other sources of information, and support to make actionable recommendations to facilitate decision making across the organization.
• Prepare and communicate result reports to leadership and different departments on regular basis.
• Collaborate with key internal partners including resort operations, food & beverage, merchandise, revenue management and marketing etc. to design strategic measurements and ensure information is shared in an accurate and systematic way.
• Closely coordinate with internal CI team members on seamless delivery of different survey projects. Working to develop dashboarding capabilities to disseminate data and insight across the business.
• Identify potential enhancements in data collection and reporting process, support in systematic testing of new data collection methodologies and coordinate the implementation of potential new methodologies for in-resort surveys.

Requirements

• Bachelor’s degree in marketing, communications, applied mathematics, statistics, business or social sciences. Advanced degree in relevant disciplines is a plus.
• Keen interest and good understanding in Travel and Entertainment industry is essential.
• Minimum 6 years of equivalent working experience in leading and executing end-to-end quantitative customized research, experience on continuous tracking studies and handling technically complex projects is highly preferrable.
• Solid working experience gained from consumer insights or quantitative department of international research agencies. Experience from client side or qualitative project is a plus.
• Strong data mining and interpretation skill, able to integrate different sources of information and translate large data sets into actionable insights, and present in a user-friendly way even for non-technical audiences.
• Strong interpersonal and communication skill with experience of “client-facing” role, able to collaborate with different stake holders and articulate technical findings/criteria with others.
• Self-motivated, positive and agile, able to manage priorities and time effectively.
• Proficient in written and spoken English, Cantonese and Mandarin.
• Excellent skill on Microsoft Office and data manipulation (e.g. Macros). Knowledge in VBA, data visualization tools (e.g. Power BI) and programming (e.g. SQL, Python) is advantage.