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Uncasville, CT
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Works with senior management and various operating departments to define their Customer Experience strategy, including mapping their customer journey and identifying key touch points and employee behaviors required to deliver superior customer service
Responsible for the development of centralized customer service and skills training for all departments and new hire orientation
Develops and implements Voice of the Customer (VoC) programs
Responsible for the administration, analysis and reporting of the Guest Loyalty and Employee Engagement surveys
Creates continuous improvement initiatives to improve the guest experience
Job Requirements:
Bachelors’ Degree
Three years of experience with quantitative analytics, customer satisfaction surveys, focus groups and other qualitative research methods
Previous experience with forms of adult learning technologies including classroom, coaching and web-based learning
Previous manager level experience overseeing guest service programs
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Mohegan Sun Casino
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