Customer Experience Analyst

3 Months ago • 2-5 Years

Customer Service

Job Description

Kaizen Gaming, powering Betano, seeks a Customer Experience Analyst with local presence in the Czech Republic to manage CX operations for the Betano brand in CZ. The role involves collecting and analyzing customer feedback, evaluating customer perceptions of products, and recommending improvements to product development teams. Key responsibilities include identifying trends and preferences in customer data, using analytical tools to generate insights, monitoring KPIs for customer satisfaction and loyalty, mapping customer journeys for optimization, collaborating with UX/UI teams, analyzing feedback from various sources, and creating reports and presentations for stakeholders. The goal is to enhance customer satisfaction and exceed user expectations.

Good To Have:

Master's degree
Experience in the gambling industry
Data visualization tools (Tableau, Power BI)
Familiarity with customer journey mapping
Familiarity with UX/UI principles

Must Have:

2-5 years experience in data analysis, CX, or related field
Proficiency in data analysis tools (Excel, SPSS)
Strong analytical skills to translate data into insights
Excellent communication and presentation skills
Detail-oriented and proactive
Fluency in Czech and English (written and verbal)

Add these skills to join the top 1% applicants for this job

team-management

cross-functional

communication

excel

data-analytics

user-interface

data-visualization

power-bi

tableau

We are Kaizen Gaming

Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 19 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.

We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents.

Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?

Let’s start with the role

Our team is rapidly growing and we are looking for a Customer Experience Analyst with local presence in Czech Republic, to take on and expand the CX operations of our Betano brand in CZ.

At Kaizen Gaming, delivering exceptional customer experience is one of our top priorities and the end goal of everything we do. The Customer Experience (CX) team is responsible for collecting customer feedback, analyzing and evaluating how customers perceive our products and offering recommendations to our product development teams on how to meet or exceed our users’ expectations.

As a Customer Experience Analyst you will:

Collect, analyze and interpret customer data to identify trends, preferences and areas of concern.
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.

What you will bring:

Bachelor's degree in Business, Marketing, Analytics, or a related field. Master's degree is a plus.
Proven experience of 2-5 years in data analysis, customer experience, or a related role. Previous experience in the gambling industry will be considered an asset.
Proficiency in data analysis tools such as Excel, SPSS and data visualization tools (e.g., Tableau, Power BI).
Strong analytical skills with the ability to translate data into actionable insights.
Excellent communication and presentation skills.
Detail-oriented, proactive and able to work effectively in a fast-paced environment.
Familiarity with customer journey mapping and UX/UI principles is advantageous.
Fluency in Czech & English skills, both written and verbal.