Director Of Customer Experience And Satisfaction
Role purpose
Embed an operational CX lens across QIC's core assets and own B2C sales performance at asset level, ensuring customer experience standards, guest feedback, and revenue-generating touchpoints are translated into day-to-day operations.
What the role entails
Provide operational input into CX strategy, customer journey design, and CX programs across core assets
Translate CX objectives and standards into operational requirements, guidelines, and initiatives for asset operating teams
Own B2C sales performance across asset touchpoints — ticketing, upsell and cross-sell, in-asset conversion, and digital sales channels
Lead implementation of CX programs and projects across core assets and on-ground operations
Oversee CX and sales-behaviour training for asset frontline teams to ensure consistent service delivery
Capture and analyze customer feedback across surveys, digital channels, and frontline touchpoints
Monitor CX and B2C sales performance through reporting, site visits, and quality assurance activities
Coordinate resolution of asset-related customer inquiries, complaints, and service issues
Identify recurring CX gaps and lead operational improvement plans to enhance customer satisfaction and conversion
Requirements
Experience in customer experience, service excellence, or customer satisfaction management within attractions, entertainment, or hospitality assets
Proven B2C sales or commercial experience — ticketing, memberships, upsell, or in-venue revenue
Strong understanding of customer journey design, CX standards, service quality, and frontline service delivery
Ability to translate CX strategies and sales targets into operational requirements across assets
Experience in customer feedback analysis, reporting, performance monitoring, and quality assurance
Clear communication and training coordination skills
Strong stakeholder management skills — coordinating between QIC, asset operators, and commercial teams
Strong problem-solving skills