Customer Experience Analyst

About Bally's Corporation

Bally's Corporation (NYSE: BALY) is a global casino-entertainment company with a growing omni-channel presence. Bally's owns and operates 19 casinos across 11 states, along with a golf course in New York and a horse racetrack in Colorado, and holds OSB licenses in 13 jurisdictions in North America. The acquisition of Aspers Casino in Newcastle, UK, expands its international reach. It also owns Bally Bet, a first-in-class sports betting platform, Bally Casino, a growing iCasino platform, Bally's Interactive International division (formerly Gamesys Group), a leading global interactive gaming operator, and a significant economic stake in Intralot S.A. (ATSE: INLOT), a global lottery management and services business.

With 11,500 employees, its casino operations include approximately 17,700 slot machines, 630 table games, and 3,950 hotel rooms. Bally's also has rights to developable land in Las Vegas at the site of the former Tropicana Las Vegas.

The Role:

As a Customer Experience (CX) Analyst, you will play a pivotal role in analyzing and interpreting customer feedback, identifying trends, and driving strategic initiatives that elevate service standards and guest satisfaction. The Customer Experience Analyst will collaborate closely with various departments, including marketing, operations, and front-line staff, to ensure a seamless and engaging experience for our guests.

Responsibilities:

• Collect, analyze, and interpret customer feedback and data from various channels (surveys, reviews, social media, etc.) to identify trends and areas for improvement.
• Develop and maintain dashboards and reports to track customer experience metrics and KPIs.
• Collaborate with cross-functional teams (e.g., marketing, operations, and front-line staff) to design and implement strategies aimed at enhancing the customer journey.
• Provide actionable insights and recommendations based on data analysis to improve guest satisfaction and loyalty.
• Conduct competitive analysis and benchmarking to understand industry trends and best practices in hospitality customer experience.
• Stay informed about the latest technologies and tools that can enhance customer experience
• Lead and support customer experience projects from inception to completion, ensuring alignment with company goals and timelines.
• Monitor project outcomes and measure the impact on customer satisfaction and business performance.
• Manage and optimize customer feedback systems to ensure efficient collection and analysis of guest input.
• Develop and refine survey instruments and other feedback mechanisms to capture relevant data.
• Assist in the development and delivery of training programs aimed at improving customer service skills and awareness among staff.
• Other duties as assigned

Competencies:

• Experience with customer relationship management (CRM) systems and customer feedback platforms.
• Knowledge of hospitality industry trends and customer service best practices.
• Deep understanding of customer needs and a commitment to enhancing guest experiences.
• Strong team player who can work effectively with cross-functional teams to achieve common goals.
• Skillful in managing projects from inception to completion, ensuring alignment with company goals.
• Ability to identify issues and develop creative solutions to enhance customer satisfaction.
• Preferred Skills:
• Excellent written and verbal communication abilities to present findings clearly and persuasively.
• Ability to interpret complex data and translate it into actionable insights.
• Certification in customer experience or related field is a plus.

Qualifications:

• Bachelor's degree in Data Analytics, Business Administration, Marketing, or a related field.
• 3-5 years of experience in an Analyst or Customer Experience Analyst role
• Experience in Hospitality industry is strongly preferred.
• Experience with Medallia Experience Cloud (MEC) is preferred.
• Strong analytical skills and proficiency in data analysis tools.
• Experience in a customer experience role within the hospitality industry.
• Excellent communication and interpersonal skills.

What's in it for you:

• Competitive salary with annual performance reviews
• Comprehensive health coverage plan that includes medical, dental, and vision
• 401(K)/ Company Match
• Access Perks and Childcare discounts

Target Compensation:

• $80,000- $100,000 Annual Salary

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Innovative - Consistently introduces new ideas and demonstrates original thinking
Team Player - Works well as a member of a group
Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well

Self-Starter - Inspired to perform without outside help
Ability to Make an Impact - Inspired to perform well by the ability to contribute to the success of a project or the organization

Bachelors of Business Administration (preferred)

Experience with Medallia Experience Cloyed (MEC) (preferred)
Experience in the Hospitality industry (preferred)
3 - 5 years: Experience in an Analyst or Customer Experience Analyst role (preferred)

RI Lottery License Ops (preferred)

Skills