Customer Experience Analyst

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.

• 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.