Customer Experience Analyst
Job Summary
Job Description
- 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
- Master's degree
- Experience in gambling industry
- Familiarity with UX/UI principles
9 skills required
Job Details
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.
- 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.
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About The Company
Kaizen Gaming is one of the biggest and fastest growing GameTech companies in the world. With a focus on Technology and People we aim to continually improve our products and services to provide the best and most trusted online gaming experience to our customers around the world.
We operate two brands in 13 countries: Betano (Portugal, Romania, Germany, Brazil, Bulgaria, Czech Republic, Chile, Peru, Ecuador, Canada-Ontario, Nigeria) and Stoiximan (Greece, Cyprus), and employ more than 2,200 people across three continents. Obsessed with our customers, we use technology and data to constantly push the boundaries of online gaming entertainment.
Why work with us
💻Tech the Ride | Our Adventure
We have made it our quest to shape and influence the GameTech industry globally. We Kaizeners move fast and make things happen: we imagine, develop and build with no
limitations. Working here means getting the freedom to explore as you help us create the technology that powers entertainment.
😎Pick #oneteam | Our Culture
We each have a role to play in building a company culture we can all trust. We Kaizeners are open, direct and respectful; we support each other to reach our goals as
#oneteam. Working here means facing challenges that inspire the team to be on its A-game to get the job done.
☝ Level up | Our Growth
We know our hard work will take us places. We Kaizeners get plenty of opportunities to supercharge our potential as the company grows, overcoming challenges with the support of our colleagues. Working here means continually finding new boundaries to push and new career horizons to reach.
Press Play on Potential!
Join our #oneteam
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