Customer Experience Analyst
The Customer Experience team is responsible for collecting customer feedback, analysing and evaluating customer perception of products, and offering recommendations to product development teams on how to meet or exceed user expectations.
The role involves data analysis, customer journey mapping, and cross-functional collaboration to drive improvements in the overall user experience. The successful candidate will play a key role in ensuring that customer satisfaction remains a top priority for the brand.
- Collect, analyse, and interpret customer data to identify trends, preferences, and pain points.
- Utilise 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 optimisation.
- Collaborate with UX/UI teams to enhance the user interface and streamline the customer journey.
- Analyse 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 (nice-to-have).
- Proven experience (3 years) in data analysis, customer experience, or a related role (required).
- Previous experience in the gambling industry (preferred).
- Proficiency in data analysis tools such as Excel, and data visualisation 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 (preferred).
- A buddy will support you with your onboarding
- Commuting allowance
- Competitive pay & bonus scheme
- Developmental 360° feedback framework
- Family Support
- Hybrid way of working
- Life Insurance
- Monthly meal allowance
- Nice rigs - 2.5K monitor, latest i7, tons of RAM, fast SSD
- Private health insurance for you & your family
- 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.