Derek Hagman

Director of Loyalty and Member Experience @MGM Resorts International

Las Vegas, NV, US

Develop & prioritize multi‐year strategy using a data‐driven approach to lead the creation and execution of comprehensive solutions that address member pain points including strategic objectives, KPIs/metrics, and tactics. Includes identification, research, and development of business case to increase member engagement and lifetime value by altering program structure to take a longer view of member activity. Resulting in record-high member satisfaction scores. • Internally champion member experience initiatives by extracting qualitative and quantitative insights from customer listening tools. Translate member feedback into strategic and operational plans by securing executive‐level and internal stakeholder support.• Lead strategy and execution to design and refine new and existing capabilities to capture and summarize member feedback about the MGM Rewards loyalty program. Automation of guest feedback intake via PowerBI increased efficiency by 75%.• Partner with Customer Insights, Guest Experience, and Social Media teams to capture and synthesize member feedback. Including development, deployment, and analysis of quarterly pulse survey that delivers new insights and monitors customer trends.• Manage and cultivate ongoing business relationships with MGM Rewards Operations, Resort Operations, Casino Operations, BetMGM, and other internal teams to identify gaps in service delivery to MGM Rewards members.• Partner with Technology, Digital, and Data (TDD) teams to leverage new loyalty management platform to identify and develop a roadmap to deliver solutions that automate or streamline member experience.

University of Tennessee, Knoxville

Masters of Business Administration, Marketing and Finance

University of Florida

Bachelor of Science, Telecommunications Operations