Customer Experience Specialist

InfoSearch International | Casino & Hospitality Industry

Location

Remote

Employment Type

Full-Time

Department

Client Services / Experience Management

*About InfoSearch International*

InfoSearch International is an established provider of customer experience research, market intelligence, and experience management solutions specializing in the casino resort and hospitality industries.

For over 30 years, InfoSearch has partnered with casino resort operators to help them better understand their guests, strengthen player loyalty, enhance employee engagement, and improve business performance.

Through our proprietary InfoSearch Xperience Management Platform (XMP) and specialized suite of solutions—we help organizations transform customer and employee feedback into meaningful, actionable business intelligence.

We are seeking a motivated, client-focused Customer Experience (CX) Specialist to join our team.

*Position Overview*

The CX Specialist will support InfoSearch’s casino resort clients through the implementation, administration, and ongoing optimization of our experience management solutions.

This position combines customer and employee experience technology, and client relationship management. The successful candidate will work closely with our Client Services and Technology teams to ensure clients receive meaningful insights, reliable reporting, and exceptional service.

This is an excellent opportunity for an individual who enjoys working with data, technology, and people and is interested in developing expertise in customer experience management for the casino resort and hospitality industry.

*Key Responsibilities*

· Support assigned clients in the ongoing management of their experience management programs.

· Develop an understanding of each client’s business objectives, operational priorities, and performance measures.

· Participate in client meetings, reporting reviews, and training sessions.

· Respond to client inquiries and coordinate with internal resources to resolve issues.

· Build positive, professional relationships with client contacts across all operational units.

*Project Management & Support*

· Assist with survey design, programming, testing, deployment, and quality assurance.

· Support ongoing guest satisfaction, hosted player, player loyalty, employee engagement, and event feedback programs.

· Monitor survey response rates, sampling procedures, data accuracy, and program performance.

· Assist with configuring automated feedback notifications, service recovery workflows, and reporting processes.

· Collaborate with internal technology resources to support data integration and program administration.

*Reporting, Dashboards & Technology Support*

· Develop, maintain, and validate client dashboards, scorecards, and analytical reports.

· Become proficient in InfoSearch’s Xperience Management Platform and associated research and reporting solutions and technologies.

· Assist clients with reporting tools, dashboard functionality, and platform navigation.

· Support the testing and implementation of new analytical capabilities, platform enhancements, and reporting features.

· Explore opportunities to improve reporting efficiency through automation, business intelligence, and AI-assisted analysis.

· Collaborate with technical resources to troubleshoot reporting and data-related issues.

· Collaborate with clients to continuously enhance their guest and employee experience solutions and programs.,

*Qualifications Required*

· Bachelor’s degree in business, marketing, hospitality management, market research, data analytics, or a related field, or equivalent relevant experience.

· 1 - 3 years experience with survey and experience management platforms such as Qualtrics, Alchemer, Medallia, or similar technologies.

· Strong analytical and problem-solving skills.

· Excellent written and verbal communication skills.

· Proficiency with Microsoft Excel, PowerPoint, and other business productivity applications.

· Strong organizational skills, attention to detail, and ability to manage multiple priorities.

· Comfortable learning and working with software platforms, reporting systems, and analytical tools.

· A proactive, client-focused approach with the ability to work both independently and collaboratively.

· Ability to work effectively in a remote environment, including collaborating with distributed teams and communicating with clients through virtual meetings and digital platforms.

Preferred

· 1–3 years of relevant experience in customer experience with casino resort and hospitality industry.

· Familiarity with business intelligence and reporting tools such as Power BI or Tableau.

· Understanding of customer satisfaction measurement, NPS, survey methodology, and statistical analysis.

· Experience with qualitative research, text analytics, sentiment analysis, or AI-assisted reporting.

Prior casino industry experience is beneficial but not required. We value analytical ability, technical aptitude, intellectual curiosity, strong communication skills, and a willingness to learn.

*What Makes Someone Successful?*

Enjoys working with data

Has a natural curiosity about what drives customer behavior and satisfaction.

Thinks beyond the numbers

Can recognize meaningful patterns and explain their business implications.

Embraces technology

Is comfortable learning new platforms and exploring emerging analytical capabilities.

Communicates effectively

: Can translate complex findings into clear, practical insights.

Values client relationships

Understands the importance of responsiveness, professionalism, and exceptional service.

Pays attention to detail

Recognizes that accurate data, research, and reporting are essential to client confidence.

Takes initiative

: Is proactive in identifying opportunities, solving problems, and improving processes.

*Why Join InfoSearch?*

At InfoSearch, you’ll work remotely with client organizations across North America, helping them better understand their guests, strengthen loyalty, and improve operational performance.

You’ll gain hands-on experience with advanced customer experience technologies, survey research, business intelligence, and emerging AI-powered analytical capabilities.

As part of a specialized and collaborative team, you’ll have opportunities to expand your technology skills, develop expertise in the casino hospitality industry, and contribute to the continued evolution of InfoSearch’s experience management solutions.

Join InfoSearch and help turn customer and employee feedback into actionable intelligence that drives better business results.

Compensation: Competitive and commensurate with experience.

How to Apply: Submit your resume and a brief introduction outlining your relevant experience and interest in customer and employee experience solutions.

InfoSearch International is an equal opportunity employer.

Pay: $75,000.00 - $90,000.00 per year

Work Location: Remote