Sydney Experience Design Lead

1 week ago


Sydney, New South Wales, Australia Echo Entertainment Group Full time

At Echo Entertainment Group, we're seeking an experienced Guest Experience Design Manager to join our team in Sydney. This is a fantastic opportunity to shape the success of our customer journey and experience at The Star Brisbane.

About the Role

We aim to be Australia's leading integrated resort company, creating fun and memorable experiences for millions of guests each year. As our Guest Experience Design Manager, you'll manage the design, delivery, and optimisation of our guest experience as it relates to Customer Care across all key touchpoints.

This role involves:

  • Managing our Customer Care guest journey in recognition of best practice experience principles across customer touchpoints, and legislative and regulatory requirements
  • Driving change and adoption of the Customer Care guest experience evolution, ensuring consistency across our properties
  • Driving Member and Guest engagement with Customer Care principles and messaging in each venue, and across relevant customer touchpoints
  • Managing and delivering Communications (Guest and Team Member) driving education and adoption, supporting Customer Care guest journeys
  • Utilising insights from the customer research program, and group insights and analytics, with the goal of improving Customer Care guest experience outcomes

Key Requirements:

  • Proven 5 years' experience in a senior or similar role
  • Customer research, insights, and analytics experience
  • Customer experience and value proposition design and delivery
  • Excellent communication and presentation skills with strong attention to detail
  • Strong stakeholder engagement and management skills
About Us

We welcome applications from diverse backgrounds and are committed to creating a workplace that values diversity, equity, and inclusion. Our team members enjoy flexible working arrangements, up to 30% discounts across award-winning restaurants and accommodation, lifestyle discounts, and an organisation that values being your best self.

Our culture promotes equality, respect, and empathy, providing opportunities for growth and development. We're proud to offer a range of flexible working options and support our team members' well-being needs. With a Gold Award 2022 by the Australian Workplace Equality Index (AWEI), we're recognised for our commitment to LGBTQI+ inclusiveness.

We estimate the salary for this role to be around $120,000 - $180,000 per annum, depending on experience.



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