23 (Entain)
About The Role

Joining our newly created Customer Experience team, our Head of Customer Experience will play a key role in driving our customer-obsession culture. You'll bring to life the Customer Experience strategy and will ensure our customer is the centre of all our initiatives. You’ll take end-to-end ownership of strategic initiatives to optimise our customer experience journey’s.

From the get-go, your key projects will be centred around self-service capability uplift; on platform experience; and optimising existing operational tools.  

As our Head of Customer Experience, your key accountabilities will include:  

  • Defining, developing and executing our Customer Experience strategy and roadmap.   
  • Partnering with our Product, Technology, and key Operations teams to deliver on our Customer Experience Strategy.  
  • Delivery of improvements of across all core customer journeys 
  • Driving customer obsession across the business through knowledge sharing, empowering teams, and developing capability.  
  • Leading initiatives & customer experiences which support increased satisfaction, build long term customer value and increase customer loyalty.   
  • Leadership - the initial recruitment/onboarding of the Customer Experience team, day-to-day team leadership and coaching, and driving development across the Customer Experience team.  

About you!   

We need someone who is obsessed with customers and has a data-driven mindset. You will have experience working in Customer Experience, with proved skills in proactively intervening at key moments in the customer lifecycle. You will be comfortable with change, autonomy and working in a fast-paced organisation.  

You'll also bring; 

  • Experience in end-to-end customer journey mapping, 
  • Experience with using customer contact centre data to drive outcomes and uplift service experience.  
  • Knowledge and understanding of design thinking principles; practical application is a bonus! 
  • A background or knowledge & understanding of process improvement is highly desirable and would be beneficial for this role.
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 Customer Experience team is predominately based in Melbourne; we are open to this role operating remotely across Australia.  

  • 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.