Sofia
Vacancy Type:
Permanent
Brand:
23 (Entain)
About The Role

We're looking for 2 Customer Experience (CX) Analyst's to join our growing team in Sofia! Are you ready to take on a new challenge?

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 The Company

We’re Entain. Powered by our very own technology and building products that push boundaries, Entain is home to a global family of more than 25 well-known brands and over 24,000 people, but we all play for the same team. When we win, we win together. Our vision is to be the world leader in betting, gaming and interactive entertainment by bringing moments of excitement into people’s lives. We will achieve this through our focus on sustainability and growth, driving change in the fast-paced world of entertainment.

Diversity and inclusion at Entain

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference.

Wellbeing at Entain

We want our employees to feel healthy and supported at home and at work. That's why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.
 

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.