Gibraltar, Nottingham, Stratford
Vacancy Type:
Permanent
Brand:
23 (Entain)
About The Role

We're looking for a Customer Experience (CX) Analyst to join our growing team in the UK! Are you ready to take on a new challenge? We are looking for someone who can speak German or Portuguese speaking. 

As part of the global CX Team, you will be responsible for identifying customer pain points by working with the CX Manager and other teams around you. You will ensure the best possible Customer Experience from start to finish, by putting the customer at the heart of everything you do!

We are looking for a driven individual who's interested in visualisation, insights and who is able to review data and look out for customer trends.

What you'll be doing:

  • Act as one of the internal Customer Champions ensuring that their 'voice' is clearly heard and considered when and wherever business decisions are being made.
  • Review feedback from multiple data sources (Medallia, Traditional VoC surveys, Case Classification etc.) and consolidate for analysis.
  • Support the CX manager with Investigations after Initial potential pain point identified.
  • Provide additional data and Insights to understand full customer Impact of pain points to help the support the CX Manager in 'creating a story' to share with key partners.
  • Regularly review customer sessions via internals tools.
  • Carry out a daily review of the CX KPIs dashboard.
  • Support teams with additional data requests e.g. Trading Betslip Data.
  • Produce weekly performance reports.

Occasional:

  • Ad hoc product testing raising relevant defects where necessary
  • End-to-End UAT of all Medallia surveys to be Implemented on Ladbrokes and Coral
  • Work with the CX Manager and our BI data partners to help develop automated dashboards to effectively monitor / track key customer metrics

What we need from you:

  • Customer-first approach
  • Strong excel, data manipulation and analysis skills
  • Excellent organisational skills
  • Can work in a fast-paced environment and balance multiple projects simultaneously

Desired:

  • Ability to work effectively with international, cross-functional teams and to internalise new processes and developments in a highly dynamic industry.
  • Experience with Medallia reporting or other experience and journey reporting tools.
  • Experience with mapping customers journeys to showcase the current pain points or customer steps.

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

At Entain we do what’s right. It’s one of our core values. Which is why we’re taking the lead when it comes to creating a diverse, equal and inclusive future - for our people, our industry and our society. We’ve created a culture where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.