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Company Description
Entain is an international sports betting and gambling company. It is listed on the London Stock Exchange and is a constituent of the FTSE 100 Index. It owns brands such as bwin, Coral, Ladbrokes, and Sportingbet and operates in many key markets around the world.
Job Description
The Customer Experience Specialist is the main point of contact for stakeholders in our UK gaming product function. They are responsible for collecting, analysing, and presenting data related to player behaviour, feedback, and preferences. This role will help Entain prioritise, optimise, and track initiatives impacting their regions across our UK Gaming product function.
- Customer Data Analysis & Insights: Collect, analyse, and interpret customer data, including in-game behaviour, feedback, and surveys, to provide actionable insights for product improvement and development.
- Stakeholder Collaboration & Relationship Management: Develop and maintain relationships with senior stakeholders, ensuring their priorities and feedback are effectively captured, tracked, and addressed.
- Reporting & Communication: Prepare and present regular reports to management and marketing teams, highlighting key insights, trends, and recommendations based on customer data and feedback.
- Feedback Mechanisms & Survey Design: Design and implement surveys and feedback tools and assess their impact on player experiences to refine strategies.
- Strategic Planning & Metrics: Contribute to strategic planning by ensuring key priorities and product activities are tracked, analysed, and benchmarked with appropriate metrics.
- Cross-Team Collaboration & Expertise: Collaborate with internal teams to address stakeholder questions on player behaviour while mentoring colleagues and acting as a subject matter expert.
- Voice of Customer (VOC) Alignment: Provide insights to the VOC platform leadership, highlighting recurring stakeholder requests and supporting continuous dashboard improvements.
Additional Information
At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.
We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.
