Senior Customer Research Manager

Who we are

Bally's Corporation is a global casino-entertainment company with a growing omni-channel presence. It currently owns and manages 15 casinos across 10 states, a golf course in New York, a horse racetrack in Colorado, and has access to OSB licenses in 18 states. It also owns Bally's Interactive International, formerly Gamesys Group, a leading, global, online gaming operator, Bally Bet, a first-in-class sports betting platform, and Bally Casino, a growing iCasino platform.

With 10,600 employees, the Company's casino operations include approximately 15,300 slot machines, 580 table games and 3,800 hotel rooms. Upon completing the construction of a permanent casino facility in Chicago, Bally's will own and/or manage 15 casinos across 10 states. Bally’s also has rights to developable land in Las Vegas post the closure of the Tropicana. 

Well, what about the team?

The Senior Customer Research Manager will provide valuable insights that drive strategic and business decisions. In this role, you'll work closely with key stakeholders across Brand and Proposition, Product, Operations, and Insights to deliver comprehensive research, including CSAT, Brand Health, Customer Panels, and both qualitative and quantitative studies.

You’ll play a key part in ensuring that insights are not just data-driven but actionable and easy to digest, enabling the business to make informed decisions. If you're passionate about translating complex data into meaningful insights and have a knack for guiding cross-functional teams, this is the perfect role to make a significant impact.

So, what will you be doing? 

• Leading end-to-end research projects, from conception through to execution and reporting, ensuring alignment with business objectives.
• Designing and implementing sophisticated research methodologies to gather customer insights across our commercial markets.
• Partnering with the brand, commercial and insight team to focus and prioritize key strategic initiatives.
• Plugging into industry and proactively identify AI, tooling and suppliers to drive greater impact with pace.
• Supporting creation of global research roadmap identifying the key strategic projects that will allow marketing and product make better informed business decisions that put customers at the heart .
• Leading and owning the customer panels in the UK and identify an approach for our other markets.
• Leading the relationship with external suppliers, manage the health of the panel and the requests for research into the community, adapting your approach to meet changing needs of the business, ensuring outputs clearly identify the ‘so what’ for the business through rich insight & customer understanding.
• Establishing customer centricity through regular business updates and communication.
• Reporting research findings to stakeholders across the business, easy and simple to digest with actionable takeaways and clear implications routed in customer behaviour and insight.
• Developing a systematic approach to sharing insights and information, fostering a culture of informed decision-making.
• Working closely with cross-functional teams at pace, including marketing, product, CX research and operations, to integrate research insights into strategic plans. Building and maintaining relationships with external research partners and agencies, ensuring high-quality deliverables.
  
  

And what are we looking for?
Required Experience:

• Possess experience working with qualitative, quantitative and tracking insight (ideally a combination of client and agency side).
• Have experience working on strategic projects for commercial and customer growth and wants to do more. Is able to translate the ‘why’ and implications clearly to stakeholders.
• Comfortable with numbers and analysing and tracking results.
• Has a rich and detailed knowledge of qualitative and quantitative research practices, including product and communications testing and customer panels.
• Possess experience working in digital businesses and knows how to move the needle in that environment.
• Have experience using industry data sources such as Nielsen Portfolio and YouGov. Experience of managing external agencies. Advanced Excel and PowerPoint
• Have experience working on consumer brands with a track record of translating the ‘so what’ and ‘why’ behind consumer behaviour.

Required Behaviours:

• Enjoys working in cross functional teams and knows how to get disparate groups to work together in service of commercial growth.
• Be a self starter who is able to work at pace to get projects mobilised and results shared quickly and clearly with the business, working alongside the Head of Research.
• Able to identify opportunities to do things differently, embraces AI and technology to deliver greater impact.
• Be passionate about working on projects where strategies deliver great business.
• Enjoys collaborating: Knows how to get things done with others.
• Be a great story teller who can simplify the complex and create strong narratives for what needs to be done.
  
  

This is what you'll get

Different benefits packages are tailored to fit each location, but here’s a taste of what may be on offer:

• Annual leave
• Annual bonus
• Pension plan
• Health insurance
• Company share scheme
• Volunteering days
• Home office allowance
• Wellness or Gym allowance
  
  

DNA / Values

At Bally’s Interactive, we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do!

We are Always Ready to embrace change, adapt, and do what it takes to delight our customers. We believe that You Make the Difference, which is what gives our players the best experience and keeps them coming back. We are All One Team, looking out for each other, respecting diversity while connecting through a common purpose. Our teams are Learning Every Day by showing constant curiosity and the drive to learn from successes, mistakes, new experiences, and the people around us. At Bally’s we Love to Lead by thinking differently, seeking innovation, and always looking for ways to raise our game.

Equal Opportunities

At Bally’s Interactive, we are committed to promoting equal opportunities in employment and working conditions. Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work. We believe passionately that employing a diverse workforce is central to our success, this is our superpower.

We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.

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