Customer Experience Analyst
Kaizen Gaming, the team powering Betano, is looking for an intermediate-level professional with local presence in Chile to take on and expand the CX operations of the Betano brand in Chile. At Kaizen Gaming, the best customer experience is one of their top priorities and the end goal of everything they do. The Customer Experience (CX) team is responsible for collecting customer feedback, analyzing and evaluating customer perception of their products, and offering recommendations to the product development teams on how to meet or exceed user expectations.
- Collect, analyze, and interpret customer data to identify trends, preferences, and pain points.
- Utilize analytical tools and methodologies to generate actionable insights that drive improvements in customer experience.
- Monitor key performance indicators (KPIs) related to customer satisfaction, engagement, and loyalty.
- Map out customer journeys to understand the end-to-end experience and identify opportunities for optimization.
- Collaborate with UX/UI teams to enhance the user interface and streamline the customer journey.
- Analyze customer feedback from various sources, such as surveys, interviews, reviews, and support interactions, to uncover insights and suggestions for improvement.
- Provide recommendations for addressing customer concerns and enhancing satisfaction.
- Create comprehensive reports and presentations that communicate findings, insights, and recommendations to relevant stakeholders.
- Present data-driven insights to cross-functional teams and management to guide decision-making.
- Collaborate with various teams and different stakeholders to implement customer-centric strategies and initiatives.
- Bachelor's degree in Business, Marketing, Analytics, Psychology, Anthropology or a related field (required).
- Master's degree is a plus (nice-to-have).
- Proven experience of 3 years in data analysis, customer experience, or a related role (required).
- Previous experience in the gambling industry will be considered an asset (nice-to-have).
- Proficiency in data analysis tools such as Excel, and data visualization tools (e.g., Tableau, Power BI) (required).
- Strong analytical skills with the ability to translate data into actionable insights (required).
- Excellent communication and presentation skills (required).
- Detail-oriented, proactive, and able to work effectively in a fast-paced environment (required).
- Familiarity with customer journey mapping and UX/UI principles is advantageous (nice-to-have).
- Demonstrated AI-first mindset, actively leveraging AI tools and assistants to improve productivity, problem-solving and decision-making (required).
- A buddy will support you with your onboarding.
- Competitive pay and bonus scheme.
- Developmental 360° feedback framework.
- Unlimited access to Udemy & continuous training.
Kaizen Gaming is one of Europe's fastest-growing GameTech companies, operating the Betano and Stoiximan sports-betting and online-casino brands. Founded in 2013 and headquartered in Athens, Greece, with a major operational hub in Malta, it serves more than 13 million customers across 19 markets in Europe, the Americas and Africa. The company builds its own technology, combining sportsbook, live betting and casino products. Its flagship Betano brand has grown internationally through sponsorships including UEFA competitions and major football clubs.