Head of Customer Experience & Analytics

  • Location: Gibraltar
  • Salary: £65,000 - £85,000 pa
  • Type: Permanent
  • Job reference: 20588

The Head of Customer Experience & Analytics is accountable for the customer experience across all customer touch points for the Gaming brands and for the customer journey optimisation improvements across all channels.

  • Significant experience working within online gaming at a senior level
  • Expert in customer experience management and/or UX/UI with previous experience across multiple products, verticals or brands
  • Keen knowledge of bingo and casino with a strong understanding of the attraction and principles of gaming (Casino, Bingo and Poker) and how to optimise customer experience
  • Strong industry knowledge with a good understanding of the customer life cycle and critical break points within it; keen understanding of customer satisfaction metrics and how to develop customer performance across the organisation; deep experience in CX/UX within a similar profile of organisation
  • Strong customer and financial analytical skills with the ability to leverage them effectively; experience of working closely with partners in BI/Finance to develop analytical tools and processes to optimise and communicate ROI and to use that knowledge to improve planning commitments for each new Planning Increment.
  • Experience of working across and within a large organisation with a matrix of operational teams and deliver effectively to business goals
  • Self-starter, energetic, enthusiastic; must have a desire to take the initiative and work independently but also to socialise ideas and develop collaborative solutions
  • Strong people manager with experience of managing and developing a small team of professionals across multiple disciplines
  • Strategic thinker with the ability to articulate ideas to stakeholders at all levels across the business

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