Senior Data Analyst - Customer Service

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor’s “Best Places to Work”.

As a Senior Data Analyst – Customer Service, you will use data and analytical techniques to gain insights, address issues, overcome challenges and drive efficiencies with a particular focus on the customer care/service domain. You’ll join a fast-paced team that thrives in distilling actionable information from large data sets. The role will be expected to work collaboratively across multiple business units and communicate evidence-based findings to influence the decision-making process.

Responsibilities

• Analyze customer service data from various sources (e.g., CRM systems, call center recordings, surveys) to identify trends, patterns, and areas for improvement. 

• Develop and maintain data models and dashboards to visualize key customer service metrics. 

• Conduct root cause analysis to identify the underlying reasons behind customer issues and dissatisfaction. 

• Support the development and implementation of data-driven initiatives to improve customer service processes and agent performance. 

• Ensure data quality, integrity and consistency across analyses and KPIs through strong quality control processes and documentation 

• Partner with stakeholders across the organization (e.g., customer service leadership, product teams, marketing) to translate data insights into actionable recommendations.  

• Stay up-to-date on the latest customer service trends and technologies. 

• Communicate complex data findings in a clear, concise, and compelling way. 

• Provide guidance, support, and training to other analysts on the team, sharing best practices and improving processes 

Qualifications

• Bachelor's degree in Data Science, Statistics, Business Analytics, or a related field (or equivalent experience). 

• 4+ years of experience in data analysis, preferably with a focus on customer service or a related field. 

• Strong analytical skills with proficiency in SQL and data visualization tools (e.g.Power BI). 

• Skilled in data analytics using python 

• Excellent communication and presentation skills, with the ability to explain complex data findings to a non-technical audience. 

• Proven ability to work independently and manage multiple projects simultaneously. 

• Strong problem-solving skills and a passion for continuous improvement. 

• Skilled in troubleshooting/identification and resolution of bugs

• Curious in nature and a drive to solve business problems

• Good verbal reasoning skills

• Articulate and confident when presenting the output of your work