Guest Experience Design Manager

GUEST EXPERIENCE DESIGN MANAGER – CUSTOMER & PRODUCT LEADERSHIP TEAM 

At The Star Entertainment Group, we aim to be Australia’s leading integrated resort company. Our mission is to create fun and memorable experiences for the millions of guests we welcome each year at our trusted destinations.  

Our properties across Sydney, Brisbane, and the Gold Coast are world-class with many award-winning hotels, restaurants, bars, and entertainment venues.  

The Star Entertainment Group (TSEG) is an ASX-listed company committed to supporting the communities in which we operate. TSEG will achieve this by leading with integrity and values to enable us to provide entertainment, gaming, and leisure experiences safely, responsibly, and ethically. 

As our Guest Experience Design Manager reporting to Head of Guest Experience, you will manage the design, delivery and optimisation of The Star Entertainment Group’s guest experience as it relates to Customer Care across all key touchpoints. 

This is a fantastic opportunity to join a newly created team, bringing together centralised Guest Experience functions of digital channels, Reservations & Guest Services, research and complaints handlings.   

A few of your responsibilities  

• Manage The Star Entertainment Group’s Customer Care guest journey in recognition of best practice experience principles across customer touchpoints, and legislative and regulatory requirements 

• Drive change and adoption of the Customer Care guest experience evolution, ensuring consistency across The Star Entertainment Group properties 

• Drive Member and Guest engagement with Customer Care principles and messaging in each venue, and across relevant customer touchpoints 

• Manage and deliver Communications (Guest and Team Member) driving education and adoption, supporting Customer Care guest journeys 

• Utilise insights from the customer research program, and group insights and analytics,  with the goal of improving Customer Care guest experience outcomes  

What we are looking for 

• 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 

You are an accomplished professional with extensive experience in customer journey design and implementation. With a keen understanding of customer insights, you will have the ability to develop and execute strategies that enhance the customer experience. Your expertise in customer communications and product management has led to successful initiatives that have positively impacted organisational growth. Known for your strong product and communication skills, you are dedicated to delivering exceptional results that drive customer satisfaction and loyalty.  

Your role will be pivotal in shaping the success of our customer journey and experience at The Star Brisbane. Join us in making a difference. 

What can we offer you?  

• Flexible working arrangements 

• Up to 30% Discounts across award winning restaurants and accommodation 

• Lifestyle discounts including gym memberships and dry-cleaning services 

• An organisation that values diversity, teamwork and being your best self 

• Diversity & Inclusion areas of focus including Multicultural, Gender, Aboriginal & Torres Strait islander and LGBTQI+ 

• Opportunity to work with elite professionals and assets 

Please be aware that eligibility checks are required as part of the recruitment process and ongoing employment for this position. 

Our culture 

At The Star, we are committed to creating a diverse, equitable and inclusive workplace that we know will contribute to exceptional experiences for our guests, a great place to work for our team members and positive outcomes for our communities.  

We welcome applications from all cultures, ages, religions, genders, LGBTQI+ people, Australia’s First Nations Peoples, and people with disabilities. We offer a range of flexible working options for team members to find a balance between work and life that’s right for them and their unique well-being needs. We recognise the distinctive challenges that trans and gender-diverse applicants may encounter during the recruitment process. We offer a range of flexible working options for team members to find a balance between work and life that’s right for them and their unique well-being needs.

The Star is a WGEA Employee of Citation for Gender Equality holder and is recognised with a Gold Award 2022 by the Australian Workplace Equality Index (AWEI) which evaluates LGBTQI+ inclusiveness in the workplace.   

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