Customer Experience Analyst

We are Kaizen Gaming

Kaizen Gaming is the leading GameTech company in Greece and one of the fastest-growing in the world, operating in 13 markets with 2 brands, Betano & Stoiximan. 

We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.  

We are a diverse team of more than 2.200 Kaizeners, from 40+ nationalities spreading across 3 continents. Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to press play on potential? 

Let's start with the role

Our team is growing fast, and we are looking for an experienced professional with local presence in the respective market, to take on and expand the CX Operations of our Betano brand in Germany.

At Kaizen Gaming, the best customer experience is one of our top priorities and the end goal of everything we do. The Customer Experience (CX) team is responsible for evaluating the customer perception of our products and offering recommendations to the product development teams on how to meet or exceed our users’ expectations. 

 

As a Customer Experience Analyst you will: 

• Prepare and execute customer research by using various techniques (customer interviews, online surveys, focus groups, etc.);
• Engage active interaction with customers & analyze customer feedback to create reports related to customer voice;
• Work as a project officer to deliver specific tasks/projects assigned and related to Customer Satisfaction;
• Evaluate success and long-term impact of implemented changes by installing and monitoring appropriate control metrics (CSAT/CES);
• Reproduce issues reported by our customers, analyze, communicate and follow up on key findings with various stakeholders;
• Work closely with other divisions / teams to resolve customer pain points in an efficient way;
• Proactively identify improvement areas to enhance customer experience and operational efficiency;
• Identify pain points in current internal processes, products and tools and initiate solutions and process refinements.

 

What you'll bring

• At least 2 years of relevant professional experience;
• Excellent command of German language and good command of English, both verbal & written;
• Ability to process, analyze and synthesize data;
• Project management skills;
• Excellent communication skills and ability to influence senior stakeholders;
• Experience in UX research methods will be considered an asset;
• Prior experience in the online gaming industry will be considered a strong asset.

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