Customer Experience Analyst

3 Months ago • 2-5 Years

Customer Service

Job Description

Kaizen Gaming, powering Betano, is a leading GameTech company operating in 19 markets. We leverage cutting-edge technology to provide an excellent experience for millions of customers. The Customer Experience (CX) team collects and analyzes customer feedback to understand perceptions of our products and offers recommendations for improvement. As a Customer Experience Analyst, you will collect and analyze customer data, identify trends, utilize analytical tools, monitor KPIs, map customer journeys, collaborate with UX/UI teams, analyze feedback from various sources, provide recommendations for improvement, create reports, and present data-driven insights to stakeholders. The role requires a Bachelor's degree in a relevant field, 2-5 years of experience in data analysis or customer experience, proficiency in data analysis tools, strong analytical and communication skills, attention to detail, proactivity, and fluency in French, Flemish, and English.

Good To Have:

Master's degree
Experience in gambling industry
Familiarity with UX/UI principles

Must Have:

Collect and analyze customer data
Identify trends and preferences
Utilize analytical tools
Monitor customer KPIs
Map customer journeys
Analyze customer feedback
Provide recommendations
Create reports and presentations
Bachelor's degree in Business/Marketing/Analytics
2-5 years in data analysis/CX
Proficiency in Excel, SPSS, Tableau/Power BI
Strong analytical and communication skills
Fluency in French, Flemish, and English

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 Belgium, to take on and expand the CX operations of our Betano brand in Belgium.

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 French, Flemish & English skills, both written and verbal.