Guest Experience (GX) Manager

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locations : Sydney

time type : Full time

posted on : Posted Today

time left to apply : End Date: May 14, 2026 (6 days left to apply)

job requisition id : R7181

Better begins here

Crown 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:

We create elevated experiences for our guests and we’re looking for a Guest Experience (GX) Manager to help us continue to deliver our promise in Crown Sydney. Reporting to the CEO, this newly created role provides property-wide leadership across our integrated resort, where you’ll shape and drive continuous improvement of the end-to-end guest journey, whilst playing an active role in the implementation of our service excellence training programs.

This role sits at the intersection of insight, operations and strategy. You’ll translate guest insight into tangible operational improvement, embed service excellence into daily operations, and play a key role in shaping initiatives that drive loyalty, reputation, and commercial impact. If you’re someone that has experience operating across a complex, multi-venue environment and is excited about the possibility to embed excellence into culture – we’d love to hear from you!

You’ll be:

• Designing and leading the Property Voice of Guest (VoG) program
• Delivering regular guest insight reporting to Operational Leaders, the ELT, and the Board
• Establishing structured data analysis frameworks to identify trends, risks, and opportunities
• Overseeing complaints-related policies, processes, quality assurance and governance
• Analysing complaint data to drive corrective actions, process improvement, and operational change
• Maintaining service recovery frameworks aligned to guest tier, severity, and brand standards
• Leading the end‐to‐end mystery shopping program across all venues and guest touchpoints
• Applying GX methodologies to diagnose experience gaps and co‐create solutions with operational teams
• Championing the Service Excellence framework and embedding GX accountability across departments
• Representing Guest Experience in major property initiatives, including new venues, capital works, IT transformation, and brand development projects

You’ll bring:

• 5+ years’ experience in customer experience, guest relations, or service quality roles, ideally within a premium entertainment or hospitality environment
• Proven experience designing and managing enterprise VoC programs (e.g. Medallia, Qualtrics, InMoment)
• Strong capability managing complaints frameworks in complex, multi‐channel and regulated environments
• Experience leading mystery shopping programs and translating findings into operational improvement
• Advanced analytical skills, including data manipulation, dashboard creation, and executive-level storytelling
• Demonstrated success leading cross‐functional CX initiatives such as journey mapping and service design
• People leadership experience with a track record of building high‐performing teams
• CCXP or equivalent CX certification, and exposure to benchmarking frameworks such as Forbes or LQA (highly regarded)
• Ability to obtain all required Casino Special Employee Licences

On offer to you:

• Opportunity to drive and uplift GX within Crown’s most luxurious property
• Complimentary meals at our on-site staff restaurant + discounts at various F&B venues on property
• Generous accommodation discounts across Crown Resorts in Sydney, Melbourne & Perth
• Take part and be rewarded in Crown’s group-wide recognition and awards program
• Opportunity to contribute to Crown’s community, diversity & inclusion committees
• Access to discounts across health & wellbeing, novated leasing options & more

Applications close Wednesday 14 May 2026.