VOC Data & Insights Specialist
The LeoVegas Group is looking for a VOC Data & Insights Specialist who thrives on turning raw data into actionable stories. In this role, the specialist will be the bridge between customer data systems and business decisions.
The role involves pulling data directly from APIs, querying a Data Warehouse as an advanced end-user, and building dynamic reports in Excel and Tableau. A significant portion of this role focuses on Support Operations and Text Analytics. The specialist will leverage Zendesk Explore to monitor support performance and use text analytics to extract meaningful customer sentiment and trends from unstructured data.
- Query data directly from our Data Warehouse to pull relevant operational datasets.
- Connect to and extract data from various platform APIs when direct warehouse integration isn't available.
- Clean, manipulate, and merge disparate datasets (from DWH, APIs, and manual uploads) to ensure accuracy and consistency before reporting.
- Act as our internal expert for Zendesk Explore. Build, maintain, and optimize dashboards to track customer support KPIs, team productivity, and service bottlenecks.
- Analyze unstructured text data (customer tickets, feedback, chat logs) using text analytics techniques to identify emerging customer pain points, feature requests, and sentiment trends.
- Design and maintain clear, user-friendly reports and dashboards in Tableau and Excel (utilizing advanced formulas, Power Query, and Pivot Tables) for cross-functional teams.
- Strong experience as a DWH user (e.g., Snowflake, BigQuery, Redshift) with the ability to write SQL queries to extract data (required).
- Experience working with APIs to pull data (required).
- Proficiency in SQL and Python (required).
- Advanced proficiency in Excel (Power Query is a must) (required).
- Hands-on experience building visualisations in Tableau (required).
- Direct, practical experience navigating and building custom reports within Zendesk Explore (required).
- Experience with text mining, sentiment analysis, or categorisation of unstructured qualitative data (required).
- Strong attention to detail with the ability to spot trends and anomalies that others might miss (required).
- Ability to explain data concepts and insights clearly to non-technical stakeholders (required).
- Hybrid work policy.
- 4 weeks of Workation (T&C apply).
- Well-being allowance to support your active lifestyle.
- Private health insurance.
- Discounts across a range of retailers, gyms, bars & restaurants.
- Employee assistance program that can provide help and guidance during challenging moments.
LeoVegas Group is a Swedish mobile-first iGaming company founded in 2011, headquartered in Stockholm with its main operational hub in Sliema, Malta. A pioneer of mobile casino, it operates online casino and sportsbook products across regulated markets through brands including LeoVegas, BetUK, Expekt, Pink Casino and GoGo Casino. In 2022 the group was acquired by MGM Resorts International and now serves as MGM's international online-gaming arm, having previously been listed on Nasdaq Stockholm.