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Customer Insights & Improvement Specialist

Customer Insights & Improvement Specialist

1 Day ago • 2 Years + • Operations

About the job

Summary

The Customer Insights & Improvement Specialist at LeoVegas Group will be responsible for collecting and analyzing customer feedback to identify trends, pain points, and areas for improvement. This role involves implementing VoC programs, using data analysis tools, and creating reports and dashboards to communicate insights to cross-functional teams (Product, Engineering, QA, Customer Support). The specialist will work closely with stakeholders to drive process changes, product updates, and training based on customer feedback, measuring the impact of improvements on customer satisfaction and KPIs. The ideal candidate possesses strong analytical and communication skills, experience in customer operations, and a passion for enhancing customer experience.

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foundation

sentiment-analysis

data-analytics

data-driven-decisions

presentation-skills

cross-functional

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Must have:

2+ years relevant experience
Excellent understanding of customer operations
Advanced analytical & problem-solving skills
Excellent communication & presentation skills
Data analysis and reporting skills

Good to have:

Proficiency in additional languages

Perks:

Hybrid work policy
4 weeks of Workation
Well-being allowance
Private health insurance
Retailer, gym, bar & restaurant discounts
Employee assistance program
Relocation package (for non-Malta residents)

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Description

Position at LeoVegas Group

ABOUT THE ROLE

The Customer Insights & Improvement Specialist will join our dynamic Customer Service Operations team, which is dedicated to delivering exceptional experiences by understanding and addressing customer needs. This role is pivotal in driving organisational improvements by capturing and analysing the Voice of the Customer (VoC) and turning insights into impactful actions.

As part of this role, you will lead initiatives that involve collecting customer feedback, identifying trends, and uncovering pain points to ensure our customers’ voices are heard and acted upon. You’ll collaborate closely with cross-functional teams, including Product, Engineering, Quality Assurance, and frontline Customer Support teams, to champion data-driven decisions that improve processes, products, and overall satisfaction.

This is a unique opportunity to shape the customer journey, implement programs directly influencing strategic decisions, and see tangible results from your efforts. If you’re passionate about improving customer experiences and enjoy working in a collaborative, data-centric environment, this role offers the chance to make a meaningful impact.

YOU WILL BE RESPONSIBLE FOR:

Listening to Customers: Implement and oversee VoC programs, collecting customer feedback through surveys, support interactions, NPS scores, and other channels.
Analyzing Customer Sentiment: Use text and sentiment analysis tools to turn customer feedback into actionable insights, highlighting pain points and improvement opportunities.
Identifying Trends: Analyze customer service data to uncover trends, recurring issues, and areas for improvement.
Root Cause Analysis: Investigate issues at a deeper level, determining root causes of common customer complaints or obstacles to customer satisfaction.
Reporting & Dashboards: Develop visual reports and dashboards to communicate insights to relevant teams, ensuring a shared understanding of key insights.
Liaison Between Teams: Work closely with product, engineering, and quality assurance teams to relay customer needs and ensure they are addressed in product improvements.
Stakeholder Management: Engage regularly with stakeholders, delivering reports and recommendations on how to enhance customer experience.
Implementing Improvements: Partner with operational teams to drive process changes, product updates, and training programs based on VoC insights.
Measuring Impact: Track the impact of improvements on customer satisfaction, efficiency, and other KPIs.

OUR SUCCESSFUL CANDIDATE WILL HAVE:

Minimum of 2 years relevant experience : Working in an operational role.
Excellent Understanding of all Customer Operations Functions : We need your knowledge to reach our goals, along with an understanding of project management, managing tickets, stakeholder management, and data analysis.
Communication Skills : Communication is vital; therefore, we are looking for someone who excels in handling communication at all levels and presentation skills.
Advanced analytical, decision-making and problem-solving skills. We need your data analytics and reporting skills to develop our best solutions.
Languages: English is our primary language of communication within LeoVegas, though proficiency in additional languages is a valued asset.

WHO ARE WE?

At the core of LeoVegas Group, is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 1400 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 11 offices world-wide.

BENEFITS

Hybrid work policy

4 weeks of Workation (T&C apply)
Well-being allowance to support your active lifestyle
Private health insurance
Discounts across a range of retailers, gyms, bars & restaurants
We offer an employee assistance program that can provide help and guidance during challenging moments.
For non-Malta residents, we offer a relocation package with 3 weeks of accommodation and flights.

JOIN US!

In our pride, we like to empower our teammates to find their roar and run with their wildest ideas. We don’t wait around for things to happen, we pounce and make it happen!

If you think you would be a good fit for the Leo pride - give us a roar!

**As our company working language is English we’d like to see your CV in English please**

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About The Company

LeoVegas

114 Active Jobs

LeoVegas Group is a leading international igaming company with a clear vision to create the world’s greatest igaming experience. The Group offers online casino, live casino, and sports betting via 10 brands in 10 jurisdictions. The Group continues to grow rapidly, currently employing over 1,000 people in Europe, including at its headquarters in Stockholm and operations hub in Malta.

As one of the most innovative companies in the industry, the Group also invests and develops other igaming companies through its investment arm, LeoVentures. In 2022, LeoVegas Group became a subsidiary of the global entertainment company MGM Resorts International (NYSE: MGM).

For more information, visit www.leovegasgroup.com.