23 (Entain)
About The Role

Joining our newly formed Customer Experience team, our Head of CX Insights & Automation will play a key role in driving our Customer centric culture through insights and enabling us to continue to grow and scale through the delivery of our process automation pipeline. You’ll take ownership of our VOC & RPA strategies from the get-go and build these programs of work from the ground up. 

You’ll have the opportunity to work with some of the best in business across our Product, Technology & Data & Analytics teams. 

Your key accountabilities will include;

  • You will be a supportive leader who empowers your team to be innovative and deliver excellence for our customers and people 
  • Leading a team of passionate, customer obsessed critical thinkers who live to change the game
  • Building and defining our Voice of Customer Strategy, insights and roadmap
  • Creating a 360-feedback loop and working with vendors to roll out key metrics to measure customer centricity. Metrics such as NPS, Csat, first contact resolution (FCR), propensity to contact, and customer retention/churn. 
  • Developing the VOC analysis reports and working with the business to drive the improvements in these metrics. 
  • Defining, scoping, building and executing the RPA program opportunity. Everything from Use case analysis, delivery framework, building a team to measuring success. 

About you! 

To be successful as our Head of CX Insights & Automation, it’ll be key that you have significant experience in customer analytics and using data to drive outcomes. Given you will be working closely with a range of stakeholders to deliver data driven, customer obsessed outcomes, excellent relationship management and communication skills are necessary! You’ll also benefit from solid experience in driving change management initiatives and project management, ideally in an operational environment. You will likely have experience working with contact centre teams to help mine data from their systems and turn it into actionable insights. 

While a big part of this role’s remit will include process automation, and it would be beneficial to have knowledge and experience of RPA, our team are keen to up skill the right candidate in this area. 

About The Company

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment. We are creating exciting and trusted experiences for our customers and revolutionising the gambling space as we go. We’re experts in safer gambling and the company that is at the forefront of responsibility. 

Combining technology and entertainment to create products that push the boundaries, Entain is home to a global family of more than 25 well-known brands – names such as Ladbrokes Australia, neds, Bookmaker.com.au, betstar, and many more. 

Our growth and success have come from driving innovative and market leading betting experiences developed in-house by our exceptional team. With the attitude of a start-up but the support of a significant multi-national company, Entain is an exciting place to work. 

What’s on offer?  

While our CX team is predominately based in Melbourne; we are open to this role operating remotely across Australia. You'll also have access to: 

  • Access to Learning & Development Initiatives – Udemy, Leadership Development courses & external training support. 
  • Genuinely flexible work arrangements with remote working and extended business hours!
  • 12 weeks Paid Parental Leave  
  • We LOVE Entertainment, and Racing and Sports are at heart of everything we do. So it only makes sense that we provide access to free and discounted tickets to sporting and racing events.    

Our Culture As real as it gets

At Entain we're a diverse team, sharing a commitment to quality and success.

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and benefits package that we're extremely proud of.