Better begins hereCrown Resorts is a great place to visit and it's an even better place to work, a place where you can play your part in creating fun, memorable, world-class experiences for our guests and our people.
We value passion, optimism, and an appetite for change - for the better.
Here, you'll be part of the team, empowered to explore more, experience more and supported by your leader to grow and develop.The role:At Crown, our purpose is simple.
Together, we delight out guests with fun, memorable world-class experiences.
To help bring our purpose to life, we're seeking an experienced Voice of Guest (VoG) Program Lead to take ownership of Crown's enterprise guest listening program and help transform guest feedback into meaningful business outcomes.
This is an exciting opportunity to influence how one of Australia's leading hospitality and entertainment brands understands, responds to and elevates the guest experience.
In this highly visible role, you'll work with senior stakeholders across the organisation, leveraging the power of data, insights and technology to improve experiences, drive service excellence and shape strategic decision-making.
You'll be responsible for the strategy, governance and ongoing evolution of our guest feedback ecosystem.
From optimising our Qualtrics platform and enhancing real-time service recovery capabilities, to uncovering actionable insights and championing stakeholder adoption, you'll play a pivotal role in ensuring the guest voice is embedded in decision-making across the business.
This role will ideally be based in Melbourne or Sydney.




You'll be:Leading and continuously improving our enterprise guest listening strategy and governance frameworkManaging and optimising the Qualtrics platform, including surveys, dashboards, workflows and reportingPartnering with stakeholders across the business to understand requirements, challenge thinking where appropriate and deliver cutting-edge guest feedback solutions.Developing actionable insights that help leaders understand guest sentiment, identify experience drivers and prioritise improvementsDriving adoption of guest experience tools and dashboards through stakeholder engagement, training and change management initiativesOverseeing critical complaints management workflows and closed-loop feedback processes across Crown's propertiesEnhancing the use of external feedback sources, including online reviews and guest sentiment data, to create a holistic view of the customer experienceExploring emerging technologies, including AI-driven insights and self-service analytics capabilities within Qualtrics You'll bring:Demonstrated experience leading a Voice of Customer (VoC), Voice of Guest (VoG) or Customer Experience programStrong hands-on experience with Qualtrics, including platform administration, survey design, reporting and workflow managementAbility to translate complex data into clear,



actionable insights that influence business outcomesExperience driving adoption, leading change and delivering outcomes in complex organisationsExceptional stakeholder engagement and influencing skillsA curious mindset and a passion for continuous improvementExperience within hospitality, tourism, entertainment, travel or other customer-centric environments will be highly regarded On offer to you:Chance to join a business with a mature guest feedback ecosystem and an ambitious growth roadmapOpportunity to drive innovation and influence guest experience at scaleComplimentary meals in our on-site staff restaurantDiscounts across selected food and beverage venues and outletsExclusive accommodation discounts across Crown Sydney, Melbourne and PerthAccess to health and wellbeing benefits, novated leasing and a range of employee discountsRecognition and reward opportunities through Crown's company-wide awards programThe chance to get involved in community, diversity and inclusion initiatives To be considered, you must have permanent and unrestricted Australian working rights.
On top of exciting career possibilities, we offer better exposure to experiences and learning.
To see our range of benefits and opportunities visit Crown Resorts Careers.Our Crown Community celebrates uniqueness and embraces diversity.
We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ+ and Aboriginal and Torres Strait Islander; people like you.

📌 Voice Of Guest Program Lead - Crown Resorts (Melbourne)
🏢 Crown Resorts
📍 Melbourne